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: Computer Software
- Used Daily for 2+ years
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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
- Industry: Computer Software
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 8.0 /10
it works but required a lot of enhancements to make it work proper for us
Reviewed on 26/06/2018
Getting us closer to our customers and helping them solving their problems. Kayako delivered that...
Getting us closer to our customers and helping them solving their problems. Kayako delivered that base functionality and more at the time we switched from one of the Atlassian products (2012). Since than we have enhanced to improve out internal workflows. However, there is a lot we would like to see in the near future to shorten ticket work time and able to switch to customer self managment / help for the simple stuff. The more we can get out of the core / base functionality the better it is for us which requires real commitment.
Btw. Industry selection is missing Enterprise software or similar.
Pros
As we use Kayako for a long time (since 2012?) you get used to it which makes it difficult answer. Thinking about it stability comes into mind. Beside usual software bugs our system is very stable and reliable and doesn't need much maintenance. We like the new UI that came with classic 4.90 as it gives a modern look. From the feature perspective ticket management works very well for us in general but there isn't a particular feature to high light.
Cons
In first place we are missing the commitment for Kayako classic. Nothing has happened since two years (going to cloud announcement). However, this might change now. There are a lot of things that can be improved like Knowledge Base, File management, workflow, troubleshooting, etc. Back porting some of the new cloud features would be also much appreciated team collaboration, one workflow, etc. Lastly a much better and faster context aware search would help us a lot.
All of this has recently discussed with our new Kayako contacts.
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
The overall experience was ok. It gets the job done. But through the years we ran into some...
Reviewed on 19/06/2018
Pros
It brings most, if not all functionality we need. The company still provides an on-premise version of the product. Support has reasonable reaction times, also they most only provide workarounds instead of solid fixes and solutions.
Cons
Kayako feels out-dated all along. After two years of the 7.0 php release it still is not even fully compatible with any php 7.x release and up to today relies on the out-dated php 5.x versions. There are many other issues like the HTML-Mailparsing which have not been fixed completely in years now. Also we know Outlook 20xx do not create great HTML-mails still a lot of customers are using it and it is one the most spread applications in companies. But still the emails are not parsed correctly through Kayako. This should definitely have more priority. The forum is full of long threads and requests about this topic. Many people were upset, because resources were spent on creating a new webinterface instead of fixing basic functionality. Maybe customers should be involved in creating the roadmap for the product or at least help prioritizing issues.
- Company size: 51–200 Employees
- Used Daily for 2+ years
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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 :)
- Industry: Higher Education Software
- Used Daily for 2+ years
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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.
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: $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, 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 Advanced, Quickbooks Online, 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
Q. What level of support does Kayako offer?
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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