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Kayako

4.0
(162)

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Unified customer service platform

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(16)

Kayako Pricing, Features, Reviews and Alternatives

Kayako product overview

Price starts from

30

/user

Per month

What is Kayako?

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.

Key benefits of using Kayako

  • 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.
  • Typical customers

    Freelancers
    Small businesses
    Mid size businesses
    Large enterprises

    Platforms supported

    Web
    Android
    iPhone/iPad

    Support options

    FAQs/Forum
    Knowledge Base
    Email/Help Desk
    Chat
    24/7 (Live rep)
    Phone Support

    Training options

    Live Online
    Documentation
    Videos
    Webinars

    Kayako FAQs

    Q. What type of pricing plans does Kayako offer?

    Kayako has the following pricing plans:
    Starting from: $30.00/month
    Pricing model: Free, Subscription
    Free Trial: Available

    These products have better value for money

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    Q. Who are the typical users of Kayako?

    Kayako has the following typical customers:
    Freelancers, Large Enterprises, Mid Size Business, Non Profit, Public Administrations, Small Business

    See alternatives

    Q. What languages does Kayako support?

    Kayako supports the following languages:
    Dutch, English, French, German, Italian, Portuguese, Spanish

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    Q. Does Kayako support mobile devices?

    Kayako supports the following devices:
    Android, iPad, iPhone

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    Q. Does Kayako offer an API?

    Yes, Kayako has an API available for use.

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    Q. What other apps does Kayako integrate with?

    Kayako integrates with the following applications:
    InsightSquared, Wufoo, Constant Contact, Chargify, Drupal, GitHub, Microsoft Outlook, Adobe Commerce, WooCommerce, PayPal, Google Analytics 360, Dropbox Business, Zoho CRM, Jira, CA Flowdock, Campaign Monitor, ActiveCampaign, 123FormBuilder, Teamwork, Zapier, Pivotal Tracker, QuickBooks Online Advanced, Recurly, Google Docs, Gmail, Google Workspace, Zuora, Trello, Google Drive, Pipedrive, FreshBooks, Yammer, Alchemer, Geckoboard, WordPress, Nicereply, Twitter, Stripe, Pardot, Salesforce Sales Cloud, SugarCRM, Slack, PagerDuty, Typeform, Nimble, Basecamp, GetResponse, LinkedIn for Business, Eventbrite, Meta for Business, Quickbooks Online, SurveyMonkey, Keap, Chargebee, Hubstaff, Google Calendar, Mailchimp, Joomla, Marketo Engage, Podio, Hootsuite, Xero, HubSpot CRM, Intercom, BigCommerce, Shopify

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    Q. What level of support does Kayako offer?

    Kayako offers the following support options:
    FAQs/Forum, Knowledge Base, Email/Help Desk, Chat, 24/7 (Live rep), Phone Support

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    Kayako pricing information

    Value for money

    3.8

    /5

    162

    Starting from

    30

    /user

    Per month

    Pricing options

    Free plan
    Subscription
    Free trial
    Pricing range

    Value for money contenders

    Kayako features

    Functionality

    3.9

    /5

    162

    Total features

    74

    7 categories

    Most valued features by users

    Reporting/Analytics
    Reporting & Statistics
    Third Party Integrations
    API
    Alerts/Notifications
    Mobile Access
    Customizable Branding
    Customer Database

    Functionality contenders

    Kayako users reviews

    Overall Rating

    4.0

    /5

    162

    Positive reviews

    Rating breakdown
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend7.57/10
    Rating distribution

    5

    4

    3

    2

    1

    63

    60

    25

    4

    10

    Pros
    Control of the conversations with my costumers, insights of what they need (What kind of doubts they have), a nice support that helps me with the configuration, a beautiful landpage for my articles.
    I really like the clean and simple interface. Its a pleasure to use and looks really nice on a mretina screen.
    I like the UI and again, the ease of use. The system is quick to pick up and is easy to recommend to someone.
    Cons
    The migration to the new version was horrible. There was little communication and I had to keep following up.
    Features and functionality missing or not working.
    I have used this and I am surprised that the review at your website is so much biased.

    Overall rating contenders

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    Christian M.

    Verified reviewer

    Computer Software, 11-50 employees

    Used daily for 2+ years

    Review source

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend10/10

    Share this review:

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

    Reviewed 4 years ago

    Customer Service Improvements resulting in winning a German Golden Stevie Award 2018.

    Pros

    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!

    Cons

    It lacks a few items that I wish would be included (software is always under constant development, and Kayako customer service is very responsive and friendly): proper comprehensive auditing when tickets are handled (like automatically submitted communications recorded with date and time); Complaint Handling structures based on tickets; improved linkages between tickets (though possible it is not done...

    AR
    AvatarImg

    Anonymous Reviewer

    Verified reviewer

    Information Technology and Services, self-employed

    Used daily for 1-2 years

    Review source

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend7/10

    Share this review:

    Expensive for small companies, and sometimes buggy, but a great customer experience

    Reviewed 2 years ago

    Generally great experience for the end user, but could use some occasional polish.

    Pros

    Really easy and streamlined customer experience. The support for a JWT-based sign in for customers into the help centre means that people have a single account to sign in to everything, rather than creating separate accounts like you'd have to do with Zendesk or similar, and it just makes life a whole lot easier overall. The widget is nicely-designed, neat and unobtrusive.

    Cons

    For a single agent, the plans are quite expensive, especially if you want functionality like customer SSO. I also find the notifications it provides are very iffy, sometimes not being delivered - and for some infuriating reason, there's no option to deliver emails for replies only when you're not already online!

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    Amani I.

    Verified reviewer

    Computer Software, 51-200 employees

    Used daily for 2+ years

    Review source

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend6/10

    Share this review:

    Kayako - Can be better!

    Reviewed 4 years ago

    I have been using Kayako for more than five years. This has been the software we use for all internal and client communication. As mentioned earlier it is a simple tool which takes only a few times to practice, thereafter you get the hang of it. However after using other email softwares, Kayako's limitations regarding formatting, inserting images and capturing the entire thread has always been a hassle for me. Additionally we are only given admin rights to our own teams. If a ticket generated by me is moved to an internal team I do not have access for, I cannot view the updates on the ticket.

    Pros

    Kayako helps me organize my tickets into as many folders I want, thus making me work on those tickets conveniently and effectively. If I am an admin or have admin access to my staff folders I can also access all of their folders to get an update on tickets. It's easy to learn and use. I love the reports feature on Kayako. We can create as many reports we want and automate them. The follow ups feature is also great to keep track of pending tasks and serves as good reminder.

    Cons

    There are a few issues I encountered as I worked on Kayako. Kayako doesn't allow us format the font or content, so underlining, italicizing etc is not possible in an email. We cannot include images, charts or graphs in the body of the email. When you hit reply on a ticket, the original email thread is not included. So if you need to know the previous conversation, we need to copy and paste the email.

    MH
    AvatarImg

    Muzammal H.

    Banking, 5,001-10,000 employees

    Used daily for 2+ years

    Review source

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend10/10

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    Review - Kayako

    Reviewed 3 months ago

    It is an excellent software for managing tickets and customer support. It has great features and support for the customer service staff. I highly recommend it.

    Pros

    It is one of the best ticketing and support system I have worked on. It user interface is quite friendly. I can managed unassigned tickets easily by assigning it to relevant persons. It keep the track of all tickets, open, in progress and closed ones. The thing I liked the most is its on going monitoring of tickets, once a ticket cross a specified time defined, that ticket has got highlighted which...

    Cons

    The only problem I have experienced is, there has been a lag while using it with FirFox in Windows 7 Plate form. Sometime the keyboard stops responding and despite the typing nothing has been going to write on the answer section of the ticket which sometimes is very annoying.

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    Anita S.

    Verified reviewer

    Computer Software, 51-200 employees

    Used daily for 2+ years

    Review source

    Overall Rating
    • Value for money
    • Ease of use
    • Features
    • Customer support
    • Likelihood to recommend10/10

    Share this review:

    Best software for internal and external email communication

    Reviewed 4 years ago

    I love using kayako as it has been the best communication platform which not only allows me to communicate but also provides me reports on any urgent email that I need to act on immediately which saves me from delayed tasks and replies. Since we switched from outlook to kayako software for inter-team and client communication, kayako has provided the best communication platform which allowed us to to have an organized, easy to refer to and not only use but also can view any sent/received email from any location via any device.

    Pros

    Kayako has been the best communication platform for professional communication that I have used so far. Kayako is recommended for both inter-team and external - client communication. The best feature of kayako is that it allows you to organize your emails into folder based on departments, status and the nature of the email content. Also using other type of email platforms has been a worry at times...

    Cons

    Understanding and using the software is essential as it doesn't function like other email platforms but has its own organized interface. Inter team communication The software is mainly build for professional communication however I wish it could have few other options like adding colors, tables and etc but apart from that no other cons to mention.

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