Kayako Review

Kayako OUR SCORE 82%
starting price $9
our score 82%
free trial
  1. What is Kayako
  2. Product Quality Score
  3. Main Features
  4. List of Benefits
  5. Awards Section
  6. Technical Specifications
  7. Available Integrations
  8. Customer Support
  9. Pricing Plans
  10. Other Popular Software Reviews

What is Kayako?

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

Features
8.2
Ease of use
8.1
Customer support
8.1
Value for money
8.2
8.2
TOTAL SCORE

Main features

  • 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
  • Multiple-plan support
  • 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
  • Slack integration
  • 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

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.

Awards Section

In our Kayako reviews the software has been distinguished with our Great User Experience Award and Rising Star of 2018 Award.

Technical Specifications

Devices Supported

  • Web-based
  • iOS
  • Android

Customer types

  • Small business
  • Medium business
  • Enterprise

Customer Support Types

  • Phone
  • Online

Available Integrations

  • Zuora
  • Zoho CRM
  • Zapier
  • Yammer
  • Xero
  • Wufoo
  • WordPress
  • WooCommerce
  • WHMCS
  • Webhooks
  • Typeform
  • Twitter
  • Trello
  • Teamwork Projects
  • SyncDojo
  • SurveyMonkey
  • SurveyGizmo
  • Sugar CRM
  • Stripe
  • Slack
  • Slaask
  • Shopify
  • SAML Single Sign-on
  • SalesforceIQ
  • Salesforce
  • REST API integrates with your apps and backend systems
  • Recurly
  • Quickbooks
  • Podio
  • Pivotal Tracker
  • Pipedrive
  • PayPal
  • Pardot
  • Nimble
  • Nicereply.com
  • More apps from Kayako community
  • Microsoft Outlook
  • Microsoft Dynamics CRM
  • Marketo
  • MailChimp
  • LinkedIn
  • Joomla
  • JIRA Software
  • Intercom
  • InsightSquared
  • Infusionsoft
  • HubSpot CRM
  • Hootsuite
  • Help Desk Migration
  • Google Drive
  • Google Calendar
  • Google Analytics
  • Gmail
  • GitHub
  • GetResponse
  • Geckoboard
  • G Suite
  • Freshbooks
  • Flowdock
  • Facebook
  • Eventbrite
  • Drupal
  • Dropbox
  • Customer Thermometer
  • Constant Contact
  • Chargify
  • Chargebee
  • Campaign Monitor
  • BigCommerce
  • Basecamp
  • ActiveCampaign
  • 123FormBuilder

Video

Customer Support

Phone
Online

Pricing Plans

Free trial
Inbox Plan
$15/agent/mo
Team Plan
$20/agent/mo
Growth Plan
$40/agent/mo
Scale Plan
$70/agent/mo
Enterprise Plan
Starts at $90/agent
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