Kayako is offered either as a web-based or on-premise helpdesk software that places all your support channels in a single location to help you track customer queries more efficiently. Over 50,000 organizations use Kayako as a customer service platform. It fits the customer service needs of both small businesses and large enterprises.
With Kayako, you can expand your helpdesk across different channels. The platform includes phone, live chat, web, email, tickets, and self-service support. You can get insights from your customer support engagements to identify market patterns, buying behaviors, and bottlenecks in your service workflows. Plus, you can automate your helpdesk to manage repetitive queries to free your agents to focus on more important tasks. The software also enables your agents to sort, organize, and route emails faster and accurately.
Kayako offers a mobile app for iPhone/iPad, Android, Windows Phone, and Blackberry. Finally, you can scale the features in your package up or down depending on your current needs.
Product Quality Score
Ease of use
Value for money
100+ out-of-the-box help desk reports
Advanced ticket workflows, rules, and automations
Automatic escalation rules to prevent unaddressed customer queries
Custom fields to collect all information needed
Custom reports via Kayako Query Language
Customizable look and feel of the help desk
Customizable tickets, chats, and customers
Enhanced customer and organization profiles for CRM
Enhanced self-service portal
Full-featured live chat for your customer service portal and website
Intuitively designed Help Center enables customers to help themselves
Mobile apps for iOS, Android, Windows, and Blackberry
Mobile live chat with the Jabber gateway
Multilingual customer support and localizations
Phone call tracking and recording
Real-time messaging for help center and website
Real-time visitor tracking
Rich customer and organization profiles
Scheduled reports are automatically sent to your inbox
Set business hours for accurate performance tracking
Set SLAs to keep on top of customer conversations
Shared inbox enhances collaboration
Simple webhook integration to push customer data into Kayako
Strong support for e-commerce to increase sales and improve loyalty
Support ticketing with email integration
Ticket reply and resolution deadline management
List of Benefits
You can create a 24/7 self-service portal to encourage customers to find answers on their own. As customers type their question, they get intuitive search suggestions that lead them to the right answer. You can also brand the self-service portal with your company logo and colors.
If there’s one recurring benefit you’ll notice in many Kayako reviews, it is that the software can streamline your helpdesk processes using tools such as automated ticketing, macro commands, alerts, and intuitive sorting so your customer reps can focus on providing personalized solutions to high-level queries. Link your helpdesk to relevant departments so your agents can get accurate answers.
Embed the live chat tool in your website and engage customers real-time. Answer concerns fast and follow opportunities from queries that indicate interest in your product. Kayako’s automation can handle large volume of recurring queries, while your customer reps focus on new issues and urgent concerns. Automated ticket routing also ensures the right customer is connected to the agent in the best position to give the right answer to prevent escalation.
Use the platform’s 100 out-of-the-box reports to document trends, bottlenecks, and metrics, or use the Kayako Query Language to customize fields. Brand the tool with your brand’s logo and colors. Kayako supports multi-brand customization for companies with large product portfolio. Finally, the vendor offers mobile apps for iOS, Android, Windows Phone, and Blackberry.
In our Kayako reviews the software has been distinguished with our Great User Experience Award and Rising Star of 2018 Award.
Customer Support Types
SAML Single Sign-on
REST API integrates with your apps and backend systems