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.


Key benefits of 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.

  • Images

    Kayako Software - Keep on top of multi-channel conversations
    Kayako Software - Unified cases: see each customer's information in the context of the conversation to get more personal.
    Kayako Software - No more manual effort: measure and streamline processes to find out where to improve, and build workflows
    Kayako Software - Teams and customers can pick up the conversation via the website and across channels, real-time or not
    Kayako Software - Bring it all together: understand the customer’s context and see their CRM, event and support history in Kayako. No more switching apps and less back-and-forth.
    Kayako Software - Continue the conversation: Kayako creates a single view of each conversation even as a customer moves between channels, so no one needs to repeat themselves
    Kayako Software - Build a rich and engaging knowledge base that customers will use
    Kayako Software - Customer service isn't just a desk job: Kayako offers native mobile apps to help stay in touch with customers and the helpdesk from anywhere
    View 8 more
    Kayako Software - Keep on top of multi-channel conversations
    Kayako Software - Unified cases: see each customer's information in the context of the conversation to get more personal.
    Kayako Software - No more manual effort: measure and streamline processes to find out where to improve, and build workflows
    Kayako Software - Teams and customers can pick up the conversation via the website and across channels, real-time or not
    Kayako Software - Bring it all together: understand the customer’s context and see their CRM, event and support history in Kayako. No more switching apps and less back-and-forth.
    Kayako Software - Continue the conversation: Kayako creates a single view of each conversation even as a customer moves between channels, so no one needs to repeat themselves
    Kayako Software - Build a rich and engaging knowledge base that customers will use
    Kayako Software - Customer service isn't just a desk job: Kayako offers native mobile apps to help stay in touch with customers and the helpdesk from anywhere

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    Reviews

    Overall rating

    4.0 /5
    (169)
    Value for Money
    3.8/5
    Features
    3.8/5
    Ease of Use
    3.9/5
    Customer Support Software
    3.8/5

    Already have Kayako?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

    Showing 5 reviews of 169
    Owen
    Owen
    Overall rating
    • Industry: Higher Education Software
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support Software

    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.

    Verified Reviewer
    Overall rating
    • Industry: Information Technology & Services
    • Company size: 11–50 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Likelihood to recommend 8.0 /10

    Longtime User

    Reviewed on 24/11/2018

    Excellent support system, Kayako assists us with providing great online help desk support via...

    Excellent support system, Kayako assists us with providing great online help desk support via ticket logs and live chat to our clients.

    Pros

    I like how effective Kayako's support team is. They reply in a timely manner to help fix the issues at hand. I also enjoy how easy it is to use, and allows for employees to stay on top of logged faults, tasks and other items within the system while providing detailed updates to keep the customers in the loop. Kayako has been our main helpdesk software for the past 7 years.

    Cons

    There is not too much I don't like about Kayako, I believe their live chat incorporation to websites could use some work. It would also be perfect if they can link it to CRM as we currently have to use these separately.

    amy
    Overall rating
    • Industry: Events Services
    • Company size: 2–10 Employees
    • Used Weekly for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support Software
    • Likelihood to recommend 0.0 /10

    600% Price Increase Out of Nowhere

    Reviewed on 18/02/2021

    Pros

    I have used kayako as a knowledge base for my software. I have integrated pages into my software and spent development dollars in doing so, and written hundreds of articles for the knowledge base. A few days ago I received an email from kayako requesting that I contact them about my renewal. When I did, they informed me they would be increasing their pricing by 600% for this year, and an additional 25% each year thereafter. I was shocked, and asked for clarification, explaining that I am a small company that is in the events industry - I have been shut down due to events being shut down because of the pandemic. Even in normal circumstances, I wouldn't be able to afford that ridiculous price increase. They informed me they would be cancelling my service. I have spent hundreds of hours creating these knowledge base articles, thinking I would be using these for years to come - now I have to spend development dollars to integrate a new knowledge base into my software, and re-do all of the articles on a new platform. Very dishonest business practices - untrustworthy services - and costing the client time and money.

    Cons

    Raising prices by 600% out of nowhere, causing my small business to have to move to another platform, after spending time and money.

    Verified Reviewer
    Overall rating
    • Company size: 11–50 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Likelihood to recommend 9.0 /10

    Effective tool for customer support

    Reviewed on 11/05/2018

    Pros

    Easy to use software, makes customer tracking, communication, and support more efficient. I use it mainly for the ticketing system to keep the company as well as the customers who log faults up to date on the status of their support ticket.

    Cons

    As I have used many live chat software in my field, I am not too fond of the live chat ability of Kayako for websites. The implementation is not very user friendly.

    Verified Reviewer
    Overall rating
    • Industry: Transportation/Trucking/Railroad
    • Company size: 11–50 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support Software
    • Likelihood to recommend 10.0 /10

    Awesome platform, great service!

    Reviewed on 21/06/2018

    Pros

    Kayako provides the flexibility we need to keep engaged and communicated both with our external and internal customers. Our support departments love the simplicity and clarity of the communication, and our clients have gained a tool through which they feel close to our team. Working with Kayako has made our life easier!

    Cons

    There are not many cons to our experience. Even as we believe that the tool might help us better integrate additional internal users to simplify the behind-the-scenes processes we have, we do believe that they way the tool is built now is great.

    Showing 5 reviews of 169 Read all reviews

    Kayako FAQs

    Below are some frequently asked questions for Kayako.

    Kayako offers the following pricing plans:

    • Starting from: $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.

    Kayako has the following typical customers:

    Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000

    Kayako supports the following languages:

    Dutch, English, French, German, Italian, Portuguese, Spanish

    Kayako supports the following devices:

    Android (Mobile), iPhone (Mobile), iPad (Mobile)

    Kayako integrates with the following applications:

    123FormBuilder, ActiveCampaign, Adobe Commerce, Alchemer, Basecamp, BigCommerce, Campaign Monitor by Marigold, Chargebee, Chargify, Constant Contact, Dropbox Business, Drupal, Eventbrite, Flowdock, FreshBooks, Geckoboard, GetResponse, GitHub, Gmail, Google Analytics 360, Google Calendar, Google Docs, Google Drive, Google Workspace, HipChat, Hootsuite, HubSpot CRM, Hubstaff, InsightSquared, Intercom, Jira, Joomla, Keap, LinkedIn for Business, Mailchimp, Marketo Engage, Meta for Business, Microsoft Outlook, Nicereply, Nimble, PagerDuty, PayPal, Pipedrive, Pivotal Tracker, Podio, QuickBooks Online, QuickBooks Online Advanced, Recurly, Salesforce Marketing Cloud Account Engagement, Salesforce Sales Cloud, SalesforceIQ, Shopify, Slack, Stripe, SugarCRM, SurveyMonkey, Teamwork.com, Trello, Twitter/X, Typeform, WooCommerce, WordPress, Wufoo, Xero, Yammer, Zapier, Zoho CRM, Zuora

    Kayako offers the following support options:

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

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