Kayako

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What is Kayako?

Kayako is a help desk software that places all a user's support channels in a single location. It is provided either as a SaaS or on-premise.

With Kayako users can expand their helpdesk across different channels, including live chat, web, email, tickets, phone and self-service support.
Likewise, they can get insights from their customer support engagements to identify market patterns, buying behaviors, and bottlenecks in the service work flows. It automates helpdesk to manage repetitive queries so agents can focus on more important or urgent tasks. With Kayako agents can also sort, organize, and route emails faster and accurately.
Kayako stands out as one of the only solutions that actually integrates email, tickets, live chats, calls (with VoIP integration), self-service and remote desktop support into one virtual help desk.



Kayako currently scores 86/100 in the Support & Helpdesk category. This is based on user satisfaction (81/100), press buzz (56/100), recent user trends (falling), and other relevant information on Kayako gathered from around the web.

The score for this software has improved over the past month. What is this?
www.kayako.com

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Kayako Review

Editors' Review by the Support & Helpdesk Software Review Team

Kayako is a customer service software that helps businesses deliver excellent customer service. It offers tools to help companies manage customer relationships, including a ticketing system, live chat, and a knowledge base. Kayako also provides a range of integrations with third-party applications, making connecting with other software systems easy. Customers who contact a business through Kayako are automatically added to the company’s ticketing system. From there, the company can start working on resolving the issue. If the problem is complex, Kayako’s live chat feature can be used to connect with the customer in real time. Otherwise, the organization can use the knowledge base feature to support self-service.

Kayako’s software is used by businesses of all sizes, from small startups to large enterprises. The software works by integrating with an organization’s existing website and customer support infrastructure. This allows businesses to route customer queries to the appropriate department or person, track the status of each query, and measure customer satisfaction levels. Kayako also provides businesses with tools to automate customer support tasks, such as sending follow-up emails or issuing refunds. By consolidating multiple support channels into a single platform, Kayako makes it easy for users and their agents to manage large volumes of customer inquiries. 

Kayako Features

Kayako is a powerful customer service platform that helps businesses streamline customer communications. Users can expect the following features with their Kayako subscription:

Data visualization

Kayako’s visual timeline feature is a great way to keep track of your customer’s journey. It gives users a clear overview of all the interactions between their team and the customer and the status of each ticket. Users can see at a glance what’s been done and what still needs to be done, making it easy to resolve issues quickly. With this information, users can improve their processes and ensure every customer has a positive experience.

Live chat 

This feature allows users to provide customer support and answer questions in real-time. When customers visit the website, they will see a chat window pop up and can type in their questions. Your team can respond to the customer in real-time, just like in a normal conversation. This is an efficient way to handle customer queries quickly and efficiently and help build rapport with your customers. All sessions are automatically logged, so users can refer to them later if needed.

Self-service portal

Kayako’s self-service portal is a feature that allows website visitors to access information and perform specific actions without having to contact customer support. They can view FAQs, submit a ticket, or cancel their account. This can be a great way to reduce the number of support requests and free up staff to focus on more complex issues. The portal can be customized to match the look and feel of your website, and it can be accessed from any device. 

The self-service portal is accessed through a company’s website. When users visit the website, they can enter keywords or phrases into the search bar to find articles or information that may help them solve their problems. If they are still unable to resolve their issue, they can submit a request for help through the self-service portal. Agents can then respond to the request and provide further assistance. 

Help center analytics

Kayako’s help center analytics provide detailed insights into how customers use your help center. This includes information on which articles are being viewed, search terms used, and which products or categories are causing the most difficulty. With this data, users can identify areas where the help center could be improved and make changes to help customers get the most out of your product. This feature can also help you track trends and see how your customers’ needs are changing. 

Social media integrations

Integrating your business’ social media accounts with Kayako can help simplify and streamline customer support. For example, any tweets directed to your company’s Twitter handle that contain a support request can be automatically converted into a Kayako ticket. Users can keep all customer interactions in one place, making it easy to track conversations and monitor ticket status. In addition, customers can reply to tickets directly from Twitter without having to log in to Kayako.

Shared inbox

Kayako’s shared inbox allows businesses to manage customer communications from a single, central location. By consolidating all customer inquiries into one inbox, users can more easily track and respond to them promptly. Shared inboxes also make assigning tasks to specific team members easy, ensuring that the most qualified person handles each inquiry. Kayako’s shared inbox feature includes several powerful tools for managing customer communication, such as creating canned responses and templates, setting up auto-responders, and more. 

Ticketing system

With Kayako’s ticketing system, users can create and manage support tickets, track conversations, and resolve issues more efficiently. The ticketing system also allows users to set up automated responses. This way, users can quickly reply to common questions or problems without typing out a response each time. And if an issue requires additional attention, users can promptly escalate it to another team member or manager.

When a new request comes in, it is automatically assigned a unique ticket ID number. Users can then use this number to track the progress of the request through the various stages of the support process. If users ever need to review a request, they can simply search for the ticket ID, and all the relevant information will be pulled up.

Intelligent search suggestions

This feature is designed to help customers find the answers they need quickly and easily. It automatically displays a list of suggested topics and articles as the customer types their query into the search bar. The suggestions are based on several factors, including the customer’s location, the products they have viewed, and the keywords they have used. This ensures that the customer always sees relevant and helpful results, regardless of how they phrased their original question. 

CRM integration

This feature allows users to connect their Kayako account with their CRM software. This enables users to transfer data between the two systems, making it easier to keep track of customer interactions and data. Kayako provides a range of plugins and integrations for popular CRM software, such as Salesforce, Slack, and Zapier. This gives businesses a complete view of the customer lifecycle, from first contact to post-sale support.

Kayako Dashboard

Kayako Benefits

Kayako is a unified customer service software that offers a variety of features to help users provide the best possible service to their customers. Kayako provides a single platform for all customer communications, including email, live chat, and social media. The following are some benefits you might find useful or interesting:

Reduced customer support costs

By automating the majority of customer support tasks, Kayako can help users see a significant reduction in time and money spent on customer support. Using Kayako’s built-in knowledge base, users can reduce the number of support requests they need to deal with daily. The live chat feature lets users provide quick and efficient responses to customer queries without needing additional staff. Kayako’s advanced reporting tool can help users track and monitor the performance of their customer support team, allowing them to make further cost savings.

Advanced workflow customization

Kayako’s advanced workflow customization options allow users to streamline their support process and improve efficiency. By customizing their workflow, users can tailor their support process to their specific needs and ensure that every task is completed promptly. Moreover, Kayako’s workflow customization options allow users to integrate their support process with other business systems, such as CRM and accounting. This integration can save businesses time and money by eliminating the need for manual data entry.

Proactive engagement

By proactively engaging with customers, users can address issues before they become major problems. This leads to happier customers and can save the business money in the long run. Kayako’s ability for proactive engagement can help build trust and loyalty between the business and its customers, creating a more positive brand reputation.

Upsell opportunities

Kayako creates upsell opportunities by suggesting related or similar products to customers during checkout. By offering upsells, Kayako can increase the average order value and improve customer satisfaction at the same time. And because these suggestions are made during the checkout process, they’re less likely to be disruptive or intrusive than other types of upselling. As a result, customers are more likely to take advantage of upsells when they’re offered in this way. Ultimately, Kayako’s upsell opportunities benefit both the customer and the company by providing more value and improving the customer experience.

Kayako Pricing

Kayako offers two plans: Kayako Cloud for larger teams and Classic On-Prem for smaller and growing teams. Some of Kayako Cloud’s features include advanced workflow customization, custom performance reports, collaboration for 15 teams, and more. The Classic-On Prem plan allows for unlimited department collaboration, unlimited branding, customizable REST APIs, and more. A demo of the plans as well as the pricing are available upon request. Kayako also offers a 14-day free trial, which you can claim after signing up.

Conclusion

Kayako provides a central solution to help businesses with customer service and satisfaction. The software includes features that allow businesses to provide customer support in real-time. It offers tools for managing relationships with customers, including analytics and dashboards, as well as integrations into other applications. The software also helps organizations be more productive with the ability to track customer conversations, assign tasks to team members, and create knowledge base articles. Kayako can be used by businesses in various industries, including retail, education, and technology. Pricing for the software is also scalable and can be tailored to fit your company’s growth.

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Kayako Product Overview

  • Multiple Help Desk Reports: Kayako comes with 100 help desk report templates, varying from peripheral overviews to in-depth analyses.

  • Manage and Track Customer Support Tickets: If a ticket goes overdue, Kayako can automatically escalate that ticket: change its priority, assigning it to someone or triggering notifications.

  • Increase Customer Engagement with Live Chat Tools: Kayako's live chat tool is equipped with real-time visitor monitoring and proactive engagement.

  • Intuitive Agent Control Panel: Navigation is organized by channel. Customizable color coding is used to draw attention to tickets that are overdue.

  • Customer-facing Support Center: It lets user's clients navigate content, submit their own support tickets and log in to view the current issue and conversations surrounding it.

  • Custom Fields and Customization: This customer support app can be tailored to user's specific workflow, with custom ticket statuses, types and priorities.


Languages Supported: English

Support & Helpdesk Software Buyer Guide 2024

Product recommendations, vendor rankings, market overview and tips on how to select Support & Helpdesk software for business. Published in June 2024.

No matter the size and nature of a business, the right SaaS helpdesk solution helps improve customer service in many ways. For instance, some software products for support & helpdesk purposes enable you to escalate issues to the right person to provide ...

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Kayako Features

  • 2-Factor Authentication
  • Analytics
  • API
  • Batch Permissions & Access
  • Calendar Management
  • Chat
  • Contact Management
  • Contact Sharing
  • CRM Integration
  • Customer Management
  • Dashboard
  • Data Export
  • Data Import
  • Data Visualization
  • Email Integration
  • External Integrations
  • File Sharing
  • File Transfer
  • Google Apps Integration
  • Inventory Tracking
  • Lead Management
  • Lead Scoring
  • Marketing Automation
  • Multi-User
  • Notifications
  • Scheduling
  • Social-Media Integration
  • Supplier Management
  • Task Scheduling/Tracking
  • Third-Party Plugins/Add-Ons
  • Call Tracking
  • Click-to-Dial
  • SAP Integration
  • Net Promoter Score
  • Real-time Alerts
  • Sales Automation
  • Workflow Management
  • Self-service Portal
  • Pipeline Management
  • Ticket Management
  • Instant Chat Integration
  • Social Media Integration
  • Call Integration
  • Knowledge Base
  • Support Forum

Kayako Pricing Plans


Other pricing information:

Case: $24 agent p/mo (billed annually), or $29 (billed monthly).
Fusion: $39 agent p/mo (billed annually), or $49 (billed monthly).
Engage: $24 agent p/mo (billed annually), or $29 (billed monthly).
Free trial: 30 days.

Credit card required: No

Kayako FAQs

Who are the main user groups of Kayako?

Kayako focuses mainly on medium to large-size corporations.

What is Kayako generally used for?

It is used as a help desk app.

What platforms does Kayako support?

Platforms supported: Linux, Mac, Windows, Android, iPhone-iPad, Windows Phone, BlackBerry 10.

Does Kayako integrate with any other apps?

It integrates with: Mailchimp, Basecamp, Freshbooks, Drupal, Magento , Salesforce Sales Cloud, Joomla, Wordpress, SugarCRM

Does Kayako offer an API?

Kayako offers REST API.

Does Kayako offer multi-user capability (e.g. teams)?

It doesn't offer multi user capability.

Does Kayako offer guides, tutorials and or customer support?

They offer: email, phone support, and helpdesk.

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Kayako User Reviews

Average User Rating:
4.04/5 based on 251 user ratings.
Your Rating:
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"Kayako has changed my company!"


What do you like about Kayako?

I would like to give you a short list about this exciting program.
1) Kayako is very easy to learn and use!
2) Kayako has the ability to unify their conversations by email, live conversations, and social networks in an organized place and helps clients establish a communication quickly.
3) Offers personal conversations with modern messages in real time.

What else could I add to this list? I think Kayayo is excellent software that is worth trying.

What do you dislike about Kayako?

In my personal opinion, I think that Kayayo does not have negative things, except some, like improving the appearance in the graphics and getting better details of them. Also Kayako should improve the price of licenses, because they are too expensive

What have you been using it for and what problems did Kayako solve?

Kayako has helped my company a lot, since it has allowed us to maintain a better communication with our customers, besides kayako allows our clients to be calm and trust us. On the other hand Kayayo has helped increase the profits of our company.

4/5
Usefulness
4/5
Ease of use
3/5
Value for money
5/5
Customer service
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