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.

Pricing starting from:

$30.00/month

  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to Kayako

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.
  • Typical Customers

    • Freelancers
    • Small Businesses (2-50)
    • Mid-size Companies (51-500)
    • Large enterprises (500 and more)

    Deployment

    • Cloud-based
    • On-premise

    Markets

    Australia, Canada, China, Germany, India and 3 others

    Supported Languages

    Dutch, English, French, German, Italian and 2 others

    Pricing starting from:

    $30.00/month

    • Free Version
    • Free Trial
    • Subscription

    Top 5 alternatives to Kayako

    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

    Features

    Total features of Kayako: 75

    • API
    • Access Controls/Permissions
    • Active Directory Integration
    • Activity Tracking
    • Alerts/Escalation
    • Alerts/Notifications
    • Application Management
    • Appointment Management
    • Asset Tracking Software
    • Auto-Responders
    • Automated Routing
    • Availability Management
    • CRM Software
    • Call Center Management
    • Capacity Management
    • Change Management Software
    • Chat/Messaging
    • Collaboration Tools
    • Communication Management
    • Configurable Workflow
    • Configuration Management
    • Content Management System (CMS) Software
    • Contract/License Management
    • Customer Database
    • Customizable Branding
    • Customizable Fields
    • Customizable Forms
    • Customizable Reports
    • Dashboard Software
    • Data Visualization Software
    • Email Management Software
    • Email Templates
    • Event Triggered Actions
    • Feedback Management
    • Help Desk Management
    • Incident Management Software
    • Interaction Tracking
    • Issue Auditing
    • Issue Management
    • Knowledge Base Management
    • Live Chat Software
    • Mobile Access
    • Monitoring
    • Multi-Channel Communication
    • Multi-Language
    • Multiple User Accounts
    • Offline Form
    • Performance Metrics
    • Problem Management
    • Project Management Software
    • Queue Management
    • Real Time Data
    • Real Time Monitoring
    • Real-Time Chat
    • Real-time Consumer-facing Chat
    • Recurring Issues
    • Release Management
    • Reporting & Statistics
    • Reporting/Analytics
    • Role-Based Permissions
    • Rules-Based Workflow
    • Search/Filter
    • Self Service Portal
    • Service Catalog
    • Service Level Agreement (SLA) Management
    • Single Sign On Software
    • Social Media Integration
    • Support Ticket Management
    • Surveys & Feedback
    • Tagging
    • Third Party Integrations
    • Ticket Management
    • Virtual Assistant
    • Website Integration
    • Workflow Management Software

    Alternatives

    Freshdesk

    4.5
    #1 Alternative to Kayako
    Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that...

    Jira

    4.4
    #2 Alternative to Kayako
    JIRA is the tracker for teams planning & building great products. Millions choose JIRA to capture & organize issues,...

    Intercom

    4.5
    #3 Alternative to Kayako
    Intercom is the only complete Customer Service solution that provides a seamless customer experience across automation...

    Olark

    4.5
    #4 Alternative to Kayako
    Your customers know Olark live chat. They are looking for that little tab in the bottom corner of your website that...

    Reviews

    Overall rating

    4.0 /5
    (166)
    Value for Money
    3.8/5
    Features
    3.9/5
    Ease of Use
    3.9/5
    Customer Support Software
    3.9/5

    Already have Kayako?

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

    Showing 5 reviews of 166
    Brandon
    Overall rating
    • Used Daily for 2+ years
    • Review Source

    Overall rating

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

    We have used kayako for years now. It's very valuable to our day-to-day operations.

    Reviewed on 22/06/2018

    Very easy to use. Helps us track hundreds of email tickets daily.

    Very easy to use. Helps us track hundreds of email tickets daily.

    Pros

    It's been easy to use, and makes it easy to stay on top of many different customer issues. Whenever we have had a question Kayako support is able to fix the issue quickly in real time.

    Cons

    I really don't have a negative comment to say about the software. It's invaluable to our operation. Kayako customer support is alway able to assist quickly in real time.

    Verified Reviewer
    Overall rating
    • Industry: Higher Education Software
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support Software
    • Likelihood to recommend 7.0 /10

    Recent price changes made it too expensive for us

    Reviewed on 29/06/2018

    We have our helpdesk using this every day. We get very few user complaints about the ticket system...

    We have our helpdesk using this every day. We get very few user complaints about the ticket system itself.

    Pros

    Admin tools for automatically dealing with tickets are great. Actually handling tickets is very easy, as is adding internal notes.

    Cons

    Agent ability to search tickets is lacking. We had to make some changes to let our supervisors see every ticket message even if it is deleted by an agent.
    We could never get the knowledgebase to work the way we wanted.
    Sometimes it is not clear who is getting copied on any specific ticket reply.

    Kevin
    Overall rating
    • Industry: Computer Software
    • Company size: 2–10 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support Software
    • Likelihood to recommend 1.0 /10

    Can't Trust Kayako

    Reviewed on 21/04/2019

    Kayako has been a horrible choice for us. They dropped support for the Kayako Fusion Helpdesk (Self...

    Kayako has been a horrible choice for us. They dropped support for the Kayako Fusion Helpdesk (Self Hosted) and started pushing existing customers to pay for an annual support/upgrade renewal only later to jack up the prices the following year and disabling our perpetual license. Don't trust this company and their tactics. We purchased a perpetual license we can no longer access or use anymore.

    Pros

    Self Hosted Helpdesk
    Feature Rich Software

    Cons

    Kayako constantly changes their product offering without offering their customers much of a choice.

    Rodrigo
    Overall rating
    • Industry: Computer Software
    • Used Daily for 2+ years
    • Review Source

    Overall rating

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

    Support system missing a CRM

    Reviewed on 14/06/2018

    We had Zendesk before but Kayako is a really serious support ticket system
    I wish the price were...

    We had Zendesk before but Kayako is a really serious support ticket system
    I wish the price were better

    Pros

    Easy to use, depending on your license is very customizable.
    Once the ticket is created adding notes, screenshots and files is really simple and fast

    Cons

    API or link to CRM directly is really needed
    External add on works but with serious limitations.
    Old kayako had a voip system to do phone calls

    Daniel
    Overall rating
    • Company size: 51–200 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

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

    We've used Kayako for years and it's been great!

    Reviewed on 07/11/2017

    Great product. Great Support.

    Great product. Great Support.

    Pros

    Simple, Easy to Use, Customisable and Good Support. We've used this software for over 6 years now and it's never let us down.

    Cons

    Some areas could use updating but they're not broken, just need some improvement :) Also the recent pricing increase was expected but of course paying more for something is always a dislike :)

    Showing 5 reviews of 166 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, CA Flowdock, Campaign Monitor, Chargebee, Chargify, Citrix Podio, Constant Contact, Dropbox Business, Drupal, Eventbrite, 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, QuickBooks Online Advanced, Quickbooks Online, Recurly, Salesforce Marketing Cloud Account Engagement, Salesforce Sales Cloud, SalesforceIQ, Shopify, Slack, Stripe, SugarCRM, SurveyMonkey, Teamwork, Trello, Twitter, 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

    Related categories

    See all software categories found for Kayako.