Kayako Software Pricing & Features

Kayako

Unified customer service platform

4.09/5 (123 reviews)

Kayako overview

Kayako is the unified customer service platform that helps companies manage customer requests and conversations over any channel, support customers better, and stay personal as they grow. Kayako connects the dots between support channels, customer information, and the team, unifying email, social, and live chat conversations together in one tidy place.

Help customers help themselves through Kayako's help center feature, allowing customers to answer their own questions, quickly and simply. Help center analytics enable users to track the phrases customers are searching for in order to optimize content. Brands can also build and customize multiple help centers, each with unique content and branding.

Kayako helps users visualize the customer’s journey and unify all customer interactions. The messenger feature allows users to support customers with a live chat experience that's as intuitive as messaging their friends. Brands can also help customers on the go with live chat on their mobile website or embedded in custom apps. Users can also bring customer activities from over 650+ apps for immediate context.
www.kayako.com

Pricing

Starting from
$15/month
Pricing options
Free trial
Subscription
Value for money

Devices

Business size

S
M
L

Markets

United States, Asia, Australia, Canada, China and 7 other markets, Europe, Germany, India, Japan, Latin America, Middle-East and Africa, United Kingdom

Supported languages

Dutch, English, French, German, Italian, Portuguese, Spanish
Kayako screenshot: Keep on top of multi-channel conversationsKayako screenshot: Unified cases: see each customer's information in the context of the conversation to get more personal.Kayako screenshot: No more manual effort: measure and streamline processes to find out where to improve, and build workflows Kayako screenshot: Teams and customers can pick up the conversation via the website and across channels, real-time or notKayako screenshot: Bring it all together: understand the customer’s context and see their CRM, event and support history in Kayako. No more switching apps and less back-and-forth.Kayako screenshot: Continue the conversation: Kayako creates a single view of each conversation even as a customer moves between channels, so no one needs to repeat themselvesKayako screenshot: Build a rich and engaging knowledge base that customers will useKayako screenshot: Customer service isn't just a desk job: Kayako offers native mobile apps to help stay in touch with customers and the helpdesk from anywhere

Kayako reviews

Value for money
Features
Ease of use
Customer support
  3.9
  3.9
  4.0
  3.9
Christian Mußmann

Kayako Classic (On-Premise) is a solution that covers all areas of support and more.

Used daily for 2+ years
Reviewed 2018-06-22
Review Source: Capterra

Customer Service Improvements resulting in winning a German Golden Stevie Award 2018.It covers many areas of daily conversation handling activities: Ticket, Incident, Problem, and Complaint handling situations. If the basics do not suffice, custom fields and tracking options help iron out missing pieces. It contains a Knowledgebase that allows you to record Articles and information. Survey system (very handy for Event-Driven Surveys); Reporting options and quick access to tickets. One of the KEY FEATURES is that the tool is FAST and keeps a focus on the work area for staff, rather cluttering everything with detail fields. Finally, the web-interface is fully customizable and very useful in granting options to access the conversation handling tool. Did I mention Kayako Services being great in helping to resolve questions and issues when contacted? They do this very well!

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Kayako

Unified customer service platform

Olav Schwering

it works but required a lot of enhancements to make it work proper for us

Used daily for 2+ years
Reviewed 2018-06-26
Review Source: Capterra

Getting us closer to our customers and helping them solving their problems. Kayako delivered that base functionality and more at the time we switched from one of the Atlassian products (2012). Since than we have enhanced to improve out internal workflows. However, there is a lot we would like to see in the near future to shorten ticket work time and able to switch to customer self managment / help for the simple stuff. The more we can get out of the core / base functionality the better it is for us which requires real commitment. Btw. Industry selection is missing Enterprise software or similar. As we use Kayako for a long time (since 2012?) you get used to it which makes it difficult answer. Thinking about it stability comes into mind. Beside usual software bugs our system is very stable and reliable and doesn't need much maintenance. We like the new UI that came with classic 4.90 as it gives a modern look. From the feature perspective ticket management works very well for us in general but there isn't a particular feature to high light.

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Kayako

Unified customer service platform

Mark Lenhardt

The overall experience was ok. It gets the job done. But through the years we ran into some issues.

Used daily for 2+ years
Reviewed 2018-06-19
Review Source: Capterra

It brings most, if not all functionality we need. The company still provides an on-premise version of the product. Support has reasonable reaction times, also they most only provide workarounds instead of solid fixes and solutions.

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Kayako

Unified customer service platform

Christopher Butler

Support makes the difference when comparing this to other competitors

Used daily for 2+ years
Reviewed 2018-06-18
Review Source: Capterra

Kayako helps keep all of our customer communication centralized into a single support suite. It allows our customers to engage more frequently with self-serve help (knowledgebase), chat, and email. Kayako makes it easier for our staff to troubleshoot and resolve any issues. The new interface is very modern and much more exciting than the other interface. It is much faster and friendlier to use. The support is available for questions and bugs, whereas some competitors do not offer support of implementation. The price of the software is a little steep when comparing it to competitors that offer more, but being a Kayako customer for 10+ years on a perpetual license granted us a pretty steep discount that made the pricing make more sense for us.

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Kayako

Unified customer service platform

Anonymous

Software is buggy, support is not keeping up with requests. India-based support.

Used daily for 1-2 years
Reviewed 2018-06-21
Review Source: Capterra

- Standard support tracking software not trying to "re-invent" how support should run. - Price is "ok", but alternatives should be considered first, given more mature platforms are available for the same price point. - Ability to offer Email / Chat / Social support which are well integrated - KB articles is included which is good, fairly configurable on the visual front (ie more than Intercom) - Ready to go if you are looking for a simple support system with a single team / person / level of support.

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Kayako

Unified customer service platform

Kayako pricing

Starting from
$15/month
Pricing options
Free trial
Subscription

Inbox: $15 per agent per month - a shared email, chat, and social inbox for small teams

Growth: $30 per agent per month - customer service software for growing teams

Scale: $60 per agent per month - customer service software for larger teams and businesses

Kayako's Enterprise plan is also available for larger companies needing a custom approach to customer support software. The Enterprise plan starts at $100 per agent. Get in touch for more information.

Pricing Comparison

How does Kayako compare with other Customer Management apps?

Subscription plan?

Kayako



96% of apps offer a
subscription plan

Free trial?

Kayako



82% of apps have a
free trial

Freemium plan?

Kayako



26% of apps have a
freemium plan

Pricing Comparison

Customer Management app prices shown are $/month




Kayako Pricing Reviews

Pros
  • The functionality and features for the price makes kayako one of the best helpdesk tools out there.
  • Value for money, we've been using Kayako for years now and it works perfect with high volume of mails.
  • a very good alternative for zendesk, value for your money and they are offering a good customer service.
  • We like the ease of use, flexible and customisable reports. These are paramount for supporting our customers.
Cons
  • They've substantially raised the pricing since we adopted the system (nearly 4x).
  • Pricing is high, didn't work well with Jira plugin and other plugins we wanted to integrate with Kayako.
  • so far when using the platform I don't see any major cons, I used it for a couple of months with my old boss.
  • The cost is a little high for our budget. Also, the design interface is becoming a little dated for our clients.
90%
recommended this to a friend or a colleague

Kayako features

API
Activity Tracking
Automatic Notifications
Automatic Reminders
CRM Integration
Custom Fields
Customizable Branding
Customizable Reporting
Mobile Integration
Reporting & Statistics
Social Media Integration

Activity Dashboard (136 other apps)
Calendar Management (124 other apps)
Contact Database (96 other apps)
Customer Database (104 other apps)
Customizable Templates (108 other apps)
Data Import/Export (125 other apps)
Electronic Payments (99 other apps)
Email Integration (124 other apps)
Third Party Integration (135 other apps)

Competitor Feature Comparison

API
Active Directory Integration
Activity Tracking
Alerts / Escalation
Application Integration
Auto-Responders
Automatic Lead Distribution
Automatic Notifications
Automatic Reminders
CRM Integration
Channel Management
Chat
Collaboration Tools
Collaborative Workspace
Communication Management
Configurable Workflow
Contact History
Content Management
Custom Fields
Custom Forms
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import/Export
Document Tagging
Dynamic Workflow
Email Archiving
Email Integration
Email Monitoring
Email Templates
Escalation Management
Event Triggered Actions
Event Triggered Email
Feedback Collection
Feedback Management
Filtered Views
Help Desk Management
Instant Messaging
Issue Management
Knowledge Base
Lead Assignment
Mobile Integration
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Company
Multi-Country
Multi-Language
Multi-Location
Multiple Format Support
Multiple System Support
Multiple User Accounts
Performance Reports
Permission Management
Prioritizing
Productivity Reporting
Real Time Data
Real Time Monitoring
Real Time Reporting
Reporting & Statistics
Rich Text Editor
Role-Based Permissions
Rules-Based Workflow
SLA Management
Search Functionality
Self Service Portal
Service Level Management
Single Sign On
Social Media Integration
Status Reporting
Status Tracking
Support Ticket Tracking
Surveys & Feedback
Tagging
Third Party Integration
Ticket Management
Trouble Ticketing
Two-Factor Authentication
WYSIWYG Editor
Web Forms
Website Integration
Widgets
Workflow Management
eCommerce Integration
Learn moreCompare App
API
Active Directory Integration
Activity Tracking
Alerts / Escalation
Application Integration
Auto-Responders
Automatic Lead Distribution
Automatic Notifications
Automatic Reminders
CRM Integration
Channel Management
Chat
Collaboration Tools
Collaborative Workspace
Communication Management
Configurable Workflow
Contact History
Content Management
Custom Fields
Custom Forms
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import/Export
Document Tagging
Dynamic Workflow
Email Archiving
Email Integration
Email Monitoring
Email Templates
Escalation Management
Event Triggered Actions
Event Triggered Email
Feedback Collection
Feedback Management
Filtered Views
Help Desk Management
Instant Messaging
Issue Management
Knowledge Base
Lead Assignment
Mobile Integration
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Company
Multi-Country
Multi-Language
Multi-Location
Multiple Format Support
Multiple System Support
Multiple User Accounts
Performance Reports
Permission Management
Prioritizing
Productivity Reporting
Real Time Data
Real Time Monitoring
Real Time Reporting
Reporting & Statistics
Rich Text Editor
Role-Based Permissions
Rules-Based Workflow
SLA Management
Search Functionality
Self Service Portal
Service Level Management
Single Sign On
Social Media Integration
Status Reporting
Status Tracking
Support Ticket Tracking
Surveys & Feedback
Tagging
Third Party Integration
Ticket Management
Trouble Ticketing
Two-Factor Authentication
WYSIWYG Editor
Web Forms
Website Integration
Widgets
Workflow Management
eCommerce Integration
Visit WebsiteCompare App
API
Active Directory Integration
Activity Tracking
Alerts / Escalation
Application Integration
Auto-Responders
Automatic Lead Distribution
Automatic Notifications
Automatic Reminders
CRM Integration
Channel Management
Chat
Collaboration Tools
Collaborative Workspace
Communication Management
Configurable Workflow
Contact History
Content Management
Custom Fields
Custom Forms
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import/Export
Document Tagging
Dynamic Workflow
Email Archiving
Email Integration
Email Monitoring
Email Templates
Escalation Management
Event Triggered Actions
Event Triggered Email
Feedback Collection
Feedback Management
Filtered Views
Help Desk Management
Instant Messaging
Issue Management
Knowledge Base
Lead Assignment
Mobile Integration
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Company
Multi-Country
Multi-Language
Multi-Location
Multiple Format Support
Multiple System Support
Multiple User Accounts
Performance Reports
Permission Management
Prioritizing
Productivity Reporting
Real Time Data
Real Time Monitoring
Real Time Reporting
Reporting & Statistics
Rich Text Editor
Role-Based Permissions
Rules-Based Workflow
SLA Management
Search Functionality
Self Service Portal
Service Level Management
Single Sign On
Social Media Integration
Status Reporting
Status Tracking
Support Ticket Tracking
Surveys & Feedback
Tagging
Third Party Integration
Ticket Management
Trouble Ticketing
Two-Factor Authentication
WYSIWYG Editor
Web Forms
Website Integration
Widgets
Workflow Management
eCommerce Integration
Visit WebsiteCompare App

Mobile apps

iOS App

0 reviews

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Requires iOS 10.0 or later. Compatible with iPhone, iPad, and iPod touch.

Android App

0 reviews

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Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options

Data policy

Data backup in multiple locations/GEO regions
This will ask you to sign in with LinkedIn

Category Leaders ranking

Reviews
Integrations
Mobile
Media
Security

#3 in Customer Service

View full ranking
72
10
16
19
16
13

GetApp’s ranking highlights the top 25 apps in different categories on GetApp. If an app is listed in more than one category, it has the potential to be ranked in each of these categories. The ranking is independent of any commercial campaign an app vendor has with GetApp. The ranking is based on 5 data points, each scored out of 20: reviews, integrations, mobile apps, media presence, and security.

Kayako also features in these categories:

GetApp Analysis

In this day and age, your customers expect responses almost immediately. Customer support has become the make or break in your competitive edge. Kayako customer service app equips your team with the tools you need to deliver a better, more personal service to each customer, while reducing incoming support requests and response times.

Any business can benefit from a help desk app that enables you to deliver multi-channel support to both your internal and external customers. Kayako helps you better manage customer email, support requests, and live chats. It even helps your customers to discover their own solutions via its self-service help desk.

Kayako stands out as one of the only solutions that actually integrates your email, tickets, live chats, calls (with VoIP integration), self-service and remote desktop support into one virual help desk.


What is Kayako?

Using Kayako's ability to switch seamlessly between channels, you can empower the team to use the best tool to tackle the job at hand -- some things can be dealt with a quick live chat response, but sometimes you need to ameliorate the situation with the personal touch of a phone call. Kayako does the legwork for the agent: organizing all your correspondence, so your customer success team can focus on helping customers.

Managing response and resolution targets: Service Level Agreement (SLA) plans, response and resolution deadlines used to be for only big, bulky enterprise apps. Kayako makes the benefits of an SLA accessible even to SMBs. In Kayako, each SLA plan has a reply deadline and a resolution deadline--like “Sales standard SLA plan”--which keeps your customer support reps focused on solving the case at hand. You define the perimeters of which types of calls take priority, and you can even establish different perimeters for your sales reps than for your support team. You can even have different SLA plans for different categories of clients.

At the help desk level, Kayako's SLAs help you focus your team on meeting both response time and resolution time targets. For customers, they know that they can expect an update within a certain period of time.


Who is Kayako for?

Kayako was built with both your clients and sales and support teams in mind, and it's also built to scale alongside your company. The majority of Kayako’s customers are SMBs, but some big name customers include Toshiba, FedEx, Pearson, Kraft Foods, Intel and General Electric. Twenty percent of Fortune 100 businesses use Kayako.

Kayako estimates the set-up time is around five minutes for any size business to get started. Out of the box, through Kayako, your team can start receiving tickets by email and web, and you can set up a fully functioning self-service support center, including your own knowledgebase.


Main features

Understand the customer journey

Kayako allows you to visualize your customer’s journey, and unify all your customer's interactions from different apps in one place. This includes page views, orders, shipping history, and Help Center searches.

This provides customer service agents the context they need to help deliver a better customer support experience. Agents can provide the right support at the right time in a proactive, tailored, personal, and frictionless way, whatever the channel.

Customer-facing support center

Kayako's knowledgebase customer support center lets your clients navigate content, submit their own support tickets and log in to view the current issue and conversations surrounding it. Almost every page of this customer support center, ticket submission and live chat pages, including email templates, can be transformed by editing templates in the admin control panel.

There is also an active community around the Kayako customer service platform. Customers share tips, best practices and customizations. Dedicated Kayako solution providers pcovide training and integration services.

Enable team and agent collaboration

Kayako enables you agents to work better together in a number of ways. Any member of you support team can chime in on a customer conversation to get the issue solved quicker, fo example, if they have come across the same problem before. Your agents can also see if their colleague has already responded to or viewed a conversation, making sure you aren't duplicating effort.

You can also automate conversation assignment across your team and trigger notifications based on conversation properties.

Increase customer engagement with live chat tools

Kayako's live chat tool is equipped with real-time visitor monitoring and proactive engagement.

With live chat automations, Kayako can be set to flag up potential opportunities and other customers pulling away, allowing for a deeper connection between sales and support.

Kayako features a dedicated live chat desktop app – Kayako Desktop – that is built for tech support operators who manage multiple chats and incoming calls at a time.

If your company has remote support agents, they can take advantage of Kayako's mobile live chat or use any IM app that supports Jabber, via Kayako Chat Gateway.


Integrations

Kayako has integrations made available to its download-only customers, including Salesforce, Freshbooks, Basecamp, Drupal, and MailChimp.

Kayako also has mobile apps for iOS, Android, Windows Phone and BlackBerry 10, giving your clients the freedom to help customers from anywhere. They can also use any IM app that supports Jabber, using the Kayako Chat Gateway.


Pricing

There are five different price plans: *Inbox - A shared email, chat, and social inbox for small teams - $9 per agent per month *Team - A simple, modern help desk for small teams - $15 per agent per month *Growth - Customer service software for growing teams - $29 per agent per month *Scale - Customer service software for larger teams and businesses - $59 per agent per month *Enterprise - Available for larger companies needing a custom approach to customer support software - $90 per agent per month


Bottom line

  • Established and proven help desk solution
  • Ideal for smaller businesses that want to get started quickly
  • Also suited to large enterprises who need to deliver customer support at scale
  • Easy to navigate agent control panel
  • Fully functioning self-service support center

Additional information for Kayako

Key features of Kayako

  • Unified conversations across multiple channels
  • Real-time messaging for your help center and website
  • Real-time visitor monitoring
  • Beautiful Help Center so customers can help themselves
  • Advanced ticket workflows and automations
  • Custom fields to collect all the information you need
  • Rich customer and organization profiles
  • Set SLAs to keep on top of your customer conversations
  • Define business hours for accurate performance tracking
  • Automatic escalations ensure nothing gets forgotten
  • Native mobile apps for iOS and Android
  • Simple Insights into your team's performance
  • Advanced Insights - coming soon
  • Multi-lingual customer support and localizations
  • Manage and offer unique experiences for multiple brands
  • Full control over the look-and-feel of your Help Center
  • Zapier integration to connect with over 500 business apps
  • Simple webhook integration to push customer data into Kayako
  • Slack integration

Benefits

Unify email, social, and live chat conversations together in one tidy place with Kayako.

Build closer relationships: Kayako helps users understand their customers better in order to provide the right support at the right time, in their context.

Work better together: Kayako removes the distance between individuals, their team and their customers for more efficient and effective support.

Offer a human live chat experience, and have personal conversations with modern real-time messaging.

Route conversations to the right agent, and bring the whole company on board using Kayako's collaborators feature.