Kayako Review

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Kayako Reviewed

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.


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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