If you want to use Kayako in another language, although they claim that you can "deliver a tailored customer experience on a worldwide scale with localization", it's not true. You can not translate a lot of things, and some of them are the core of the customer experience. So, in English, it's ...
Read the full reviewThe Program looks very user friendly and easy to use. We are currently using an older version of the system, it's exciting to see that the latest version has all the bells and whistles their competitors have.
Read the full reviewGetApp’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.
Starting from: $25.00/month
Pricing model: Subscription
Free Trial: Available (No Credit Card required)
From $25 per agent/month.
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.
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.
Content knowledgebase article editor lets your agents create self-service content
Kayako is geared towards customization. Your support team can customize ticket and live chat forms. This customer support app can be tailored to your specific workflow, with custom ticket statuses, types and priorities.
Kayako also allows your reps to update customer profiles with custom fields in the moment. These custom fields let you compile and update extra information at the moment the support request is sent.
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 provide training and integration services.
The agent control panel is organized with the list of ticket departments down the left-hand side, along with access to quick filters. Navigation is organized by channel. Customizable color coding is used to draw attention to tickets that are overdue or nearly so.
Apart from this, it has a built-in screen capture tool and an embedded browser, so reps don't have to open any extra browsers to work.
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.
Kayako's SLA acts as the breadcrumb trail so customers aren't lost in the shuffle. If a ticket goes overdue, Kayako can automatically escalate that ticket: change its priority, assigning it to someone or triggering notifications.
Your customer support reps view each ticket like a chain of conversations, with one-click access to change ticket properties like the status. Kayako comes equipped with various shortcuts for forwarding or assinging a ticket and scheduling an automatic change to the ticket in the future.
Kayako comes with 100 help desk report templates, varying from peripheral overviews to in-depth analyses. Some are simple, as others are quite in depth, turning help desk data into customer service insights.
The Kayako Query Language also allows you to create custom help desk reports from scratch. Reports can be exported to HTML and Excel and scheduled to run automatically.
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.
SaaS and On-Premise: Kayako is available both as a subscription service hosted in the Kayako cloud (starting at $24 per agent per month), as well as on-premise for companies who want to set up and install Kayako on their own systems, maintaining full control over their data.
Kayako comes in three packages: Kayako Case for a ticket help desk; Kayako Engage for a live chat help desk; and Kayako Fusion for an all-in-one multi-channel help desk. Pricing starts at $24 per customer serviceagent per month, hosted in the Kayako cloud. If a company wants to set up and host Kayako by itself, the license starts at a $1,500 one-time cost for up to 5 agents.
If you want to use Kayako in another language, although they claim that you can "deliver a tailored customer experience on a worldwide scale with localization", it's not true. You can not translate a lot of things, and some of them are the core of the customer experience. So, in English, it's a good software (one the best maybe), but impossible to use in other languages.
Pros
Chat + Ticket system integrated
Cons
Not localized (just English)
Rating breakdown
Time used: 2+ years
Frequency of use: Daily
Likelihood to recommend
The Program looks very user friendly and easy to use. We are currently using an older version of the system, it's exciting to see that the latest version has all the bells and whistles their competitors have.
We use Kayako on-premise for our ticketing software to handle request and tickets. Kayako is fairly intuitive, and most users are able to do the majority of tasks we need them to. We find the on-premise solution to have the ability to be customized, which really is the biggest plus for making it fit how our workflow functions. Weaknesses are the ease of reporting, as you must be familiar with KQL to build complex reports. We have also felt like updates are a bit too few and in between. Interactions with Kayako customer service has been a challenge. The system itself can be glitchy with hard to pinpoint intermittent errors. Overall, the cost is very value friendly on a per/user basis, and it generally does what we need it to do.
Report sucks should not have to know how to write a sequel query in order to run reports. That is totally ridiculous in this day and age. I should not have to have a manager with programming that experience in order to provide daily reports.
As far as Pros go...I have zero to give. We tested this system as we were refereed to them from a partner of ours who apparently loves it. I still can't figure out why. It is easy for a customer to create a ticket, but as far as the backend goes, it is very outdated and to make one change, it has to be done in several locations within the system. Very time consuming. The tried to get us to come back by offering us a discount, but a discount isn't what I wanted. I just want a system that works. This one, well it doesn't.
Creating tickets is crude. Very difficult to follow. Although creating a ticket if you are an end-user seems simple enough, managing the details of a ticket, its status, searching for it if you don't know the ticket number, creation of custom detail screens, etc., is horrible.
Pros
For me personally, the option to color code different categories separately helps my day run smoothly due to its organizational capabilities.
Cons
There are times where attaching a file can be difficult. It will always send but sometimes may take 2-3 attempts. It's the same with receiving email attachments of certain sizes. It can be a bit limited when receiving emails over 10MB.
Rating breakdown
Time used: 2+ years
Likelihood to recommend
Recommendations to others considering Kayako
It's a very easy system to pick up and transition teams over too. When dealing with large files, you will need to keep your host email address open as a backup. Other than that, it's very user-friendly.
Pros
Before Kayako, we managed all of our "issue tickets" in a Gmail box that multiple people signed into. It was so hard to keep track of who handled what? Now, everything gets attention, and nothing slips through the cracks! Also, whenever I do have a question, which is rare, the IT support team is always easy to work with.
Cons
The only thing that I dislike comes from the fact that we use the software as kind of a "work around" rather than a traditional Help Desk. So, some things require a couple more clicks than I'd prefer, but that's just being nit picky.
Rating breakdown
Time used: 2+ years
Likelihood to recommend
Recommendations to others considering Kayako
I would stack up Kayako against any competitors. It works great, and the per user pricing is very affordable.
Pros
Self hosting is an option that a lot of vendors don't offer in this day in age. It allows for powerful integrations and customization (if you have the patience and know PHP). We are able to self-host it on the Rackspace cloud and have it integrated into a site with 15k/Daily Unique visitors without any issues.
Cons
They've substantially raised the pricing since we adopted the system (nearly 4x).
Rating breakdown
Time used: 2+ years
Likelihood to recommend
Recommendations to others considering Kayako
We are grandfathered in on the old pricing. The new pricing is still reasonable, but it may not make sense for all organizations.
Pros
I like the excellent support, UI, extensibility, and ability to install locally.
Cons
I think its written in PHP which is not extremely popular with our technical team.
Rating breakdown
Time used: 2+ years
Likelihood to recommend
Recommendations to others considering Kayako
Kick the tires on the cloud-based demo instance. Mock up your workflows, set up email queues, and try fielding some real tickets.
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.
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