Kayako
About 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.
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.
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- Industry: Higher Education
- Used Daily for 2+ years
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- Value for Money
- Ease of Use
- Customer Support
Kayako has made our jobs far easier and our service users so much more satisfied.
Reviewed on 19/06/2018
Pros
Being able to manage incoming emails as tasks that can be assigned to people and then easily marked as complete when done has allowed us to work faster and more efficiently.
Cons
Some of the options could be easier to use. I think that macros, templates and automated replies could be more user-friendly.
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
Easy to configure and use
Reviewed on 17/04/2018
Pros
Kayako offers great flexibility for a cloud based customer support system. Their customer support is great.
Cons
Reporting could be a little more robust, and being able to select defaults for tickets is a much needed improvement we're still waiting for
- Used Daily for 1+ year
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Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 0.0 /10
Software is buggy, support is not keeping up with requests. India-based support.
Reviewed on 21/06/2018
Pros
- 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.
Cons
- The integration with the KB articles is incomplete and there is no value-add in using a single platform for both KB + Ticketing.
- Live Chat messenger is limited in functionality
- We have discovered that the software was completely overhaul 2 years ago to make it cloud-based (previously server installed) and not as stable as one would expect for a 10 yo company.
- Their support is passing the "buck" continuously and ends up closing issues which were not resolved.
- features are promised to be delivered with ETA and are either not delivered or half-baked
- full disclosure we are planning on migrating away within 3 months.
- Industry: Computer Software
- Company size: 11–50 Employees
- Used Weekly for 1+ year
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Overall rating
- Ease of Use
- Likelihood to recommend 8.0 /10
Kayako Review
Reviewed on 4/08/2019
I have been using it for support purposes of the software that I and my team were developing. It is...
I have been using it for support purposes of the software that I and my team were developing. It is cool and we organized our tickets very easily. Everything was organized by departments and everyone could see his or her own tickets. I think it is a cool tool for supporting purposes.
Pros
1. There is Live Chat - you can chat with your clients any time you want and keep in touch for any kind of problems they have.
2. You can easily manage your tickets.
3. You can organize your tickets to come to different departures.
4. You have a history log of all your tickets and communications on them.
5. The app is cool for its price.
Cons
For my purposes, I have no cons to say about this software. I feel good to use it and there were no problems for me.
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Customer support is great if you like chatting but for my preference, speaking to someone does...
Reviewed on 19/06/2018
All IT related issues are centralized in one place.
All IT related issues are centralized in one place.
Pros
Once you get to use the software, its easy to manage. One feature I like, we are able to use LDAP to authenticate users. Makes registering users a breeze. Users have one less password to worry about when logging in.
Cons
Some of their features are not cut and dry and their instructions need a bit of clarity. Sometimes requires call but for the most part its detailed
Kayako FAQs
Below are some frequently asked questions for Kayako.Q. What type of pricing plans does Kayako offer?
Kayako offers the following pricing plans:
- Starting from: US$30.00/month
- Pricing model: Free Version, Subscription
- Free Trial: Available
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.
Q. Who are the typical users of Kayako?
Kayako has the following typical customers:
Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000
Q. What languages does Kayako support?
Kayako supports the following languages:
Dutch, English, French, German, Italian, Portuguese, Spanish
Q. Does Kayako support mobile devices?
Kayako supports the following devices:
Android (Mobile), iPhone (Mobile), iPad (Mobile)
Q. What other apps does Kayako integrate with?
Kayako integrates with the following applications:
123FormBuilder, ActiveCampaign, Adobe Commerce, Alchemer, Basecamp, BigCommerce, Campaign Monitor by Marigold, Chargebee, Constant Contact, Dropbox Business, Drupal, Eventbrite, FreshBooks, Geckoboard, GetResponse, GitHub, Gmail, Google Analytics 360, Google Calendar, Google Docs, Google Drive, Google Workspace, Hootsuite, HubSpot CRM, Hubstaff, InsightSquared, Intercom, Jira, Joomla, Keap, LinkedIn for Business, Mailchimp, Marketo Engage, Meta for Business, Microsoft Outlook, Microsoft Viva Engage, Nicereply, Nimble, PagerDuty, PayPal, Pipedrive, Pivotal Tracker, Podio, QuickBooks Online, QuickBooks Online Advanced, Recurly, Salesforce Marketing Cloud Account Engagement, Salesforce Sales Cloud, Shopify, Slack, Stripe, SugarCRM, SurveyMonkey, Teamwork.com, Trello, Twitter/X, Typeform, ValueOps, WooCommerce, WordPress, Wufoo, Xero, Zapier, Zoho CRM, Zuora
Q. What level of support does Kayako offer?
Kayako offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat
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