About Kayako

Kayako is a cloud-based customer support platform that integrates various support channels such as email, live chat and phone calls. This integration helps users manage multi-channel customer support and assists with internal and customer-facing communication. Kayako allows users to track conversations across email, chat, social media and help center tickets. The chat tool enables users to start new conversations or pick up existing ones through the help center module or a user’s website and apps. The ticket management system can organize tickets using tags or prioritize them based on current status. Agents and service managers can create shortcuts for repetitive tasks and set up automatic notifications for specific situations. Kayako can integrate with applications such as Salesforce, Slack, LinkedIn and Stripe, as well as social media channels like Facebook and Twitter. The collaborator feature allows any employee to access customer data.
Kayako Software - Unified cases
Kayako Software - Help center
Kayako Software - Kayako messenger
Kayako Software - Insights and reporting
Kayako Software - Unified cases - thumbnail
Kayako Software - Help center - thumbnail
Kayako Software - Kayako messenger - thumbnail
Kayako Software - Insights and reporting - thumbnail

Kayako pricing

Kayako has a free version and offers a free trial. Kayako paid version starts at US$15.00/month.

Starting Price:
US$15.00/month
Free Version:
Yes
Free trial:
Yes

Alternatives to Kayako

Zendesk is a cloud-based help desk management solution offering customizable tools to build customer service portal,...
Olark is a cloud-based live chat solution that enables businesses to interact with customers through their website. Key...

Freshdesk

Freshdesk is a cloud-based customer service software that helps businesses provide effortless service across every...

Salesforce Service Cloud

Service Cloud from Salesforce is a cloud-based customer service management solution that is designed to initiate...

Vivantio

Founded in 2003, Vivantio is a leading provider of customer service optimization software and solutions for demanding...

EcholoN

EcholoN is a customer service solution that enables businesses to streamline processes related to support tickets,...

Kayako Reviews for UK Users

Feature rating

Value for Money
3.8
Functionality
3.8
Ease of Use
3.9
Customer Support
3.8
5 reviews of 161 View all reviews
Christian
  • Industry: Computer Software
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
5
Customer Support
4

5
Reviewed on 22/06/2018

Kayako Classic (On-Premise) is a solution that covers all areas of support and more.

Customer Service Improvements resulting in winning a German Golden Stevie Award 2018.

Pros

It covers many areas of daily conversation handling activities: Ticket, Incident, Problem, and Complaint handling situations. If the basics do not suffice, custom fields and tracking options help iron out missing pieces. It contains a Knowledgebase that allows you to record Articles and information. Survey system (very handy for Event-Driven Surveys); Reporting options and quick access to tickets. One of the KEY FEATURES is that the tool is FAST and keeps a focus on the work area for staff, rather cluttering everything with detail fields. Finally, the web-interface is fully customizable and very useful in granting options to access the conversation handling tool. Did I mention Kayako Services being great in helping to resolve questions and issues when contacted? They do this very well!

Cons

It lacks a few items that I wish would be included (software is always under constant development, and Kayako customer service is very responsive and friendly): proper comprehensive auditing when tickets are handled (like automatically submitted communications recorded with date and time); Complaint Handling structures based on tickets; improved linkages between tickets (though possible it is not done in a single click); KBA link to tickets; Reporting is nice though it lacks options to customize charts, colors and the way detail can be presented (formatting through configuration rather customization). Another drawback in a recent release is that a lot of browser cell padding has been introduced causing the display of elements unnecessarily spread out across a regular HD monitor. Luckily this can be customized using CSS injection or system-wide CSS manipulation.

Verified Reviewer
  • Industry: Information Technology & Services
  • Company size: Self Employed
  • Used Daily for 1+ year
  • Review Source
Value for Money
3
Features
5
Ease of Use
5
Customer Support
3

4
Reviewed on 10/02/2021

Expensive for small companies, and sometimes buggy, but a great customer experience

Generally great experience for the end user, but could use some occasional polish.

Pros

Really easy and streamlined customer experience. The support for a JWT-based sign in for customers into the help centre means that people have a single account to sign in to everything, rather than creating separate accounts like you'd have to do with Zendesk or similar, and it just makes life a whole lot easier overall. The widget is nicely-designed, neat and unobtrusive.

Cons

For a single agent, the plans are quite expensive, especially if you want functionality like customer SSO. I also find the notifications it provides are very iffy, sometimes not being delivered - and for some infuriating reason, there's no option to deliver emails for replies only when you're not already online!

Alternatives Considered

Freshdesk, Olark and Zendesk

Reasons for Switching to Kayako

Primarily, the support for JWT-based sign in and a private knowledge base.
Edward
  • Industry: Computer & Network Security
  • Company size: 2-10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
4
Customer Support
5

4
Reviewed on 09/06/2022

Kayako Fusion

Pros

Email queue functionality and the user interface.

Cons

It does not have much capability in reporting functionality.

Barbara
  • Industry: Higher Education
  • Company size: 501-1,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
2
Features
3
Ease of Use
3
Customer Support
2

3
Reviewed on 27/06/2022

Kayako - It filled a need, but was replaced

Kayako served it's purpose for several years and did a good job overall.

Pros

Kayako handles general ticketing and routing reasonably well. It also provides a good self-service portal for end-users.

Cons

The complexities of building usable reports made the reporting part of the system unusable. Although the system was overall a decent system, we found that the costs and lack of support from the company were the biggest reasons we stopped working with Kayako.

Anita
  • Industry: Computer Software
  • Company size: 51-200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
0
Features
5
Ease of Use
5
Customer Support
0

5
Reviewed on 07/12/2018

Best software for internal and external email communication

I love using kayako as it has been the best communication platform which not only allows me to communicate but also provides me reports on any urgent email that I need to act on immediately which saves me from delayed tasks and replies.
Since we switched from outlook to kayako software for inter-team and client communication, kayako has provided the best communication platform which allowed us to to have an organized, easy to refer to and not only use but also can view any sent/received email from any location via any device.

Pros

Kayako has been the best communication platform for professional communication that I have used so far. Kayako is recommended for both inter-team and external - client communication. The best feature of kayako is that it allows you to organize your emails into folder based on departments, status and the nature of the email content.
Also using other type of email platforms has been a worry at times and time consuming when trying to find all the back and forth communication happened on one email thread by multiple people, but kayako provides the best solution by capturing all the communication happened on one subject/email which is sent and received by one or many, in the same email thread which we call a "Ticket"

Interface of kayako can be designed and created as per the user's requirement and preference.
Also referring to an email has been very convenient as each ticket carries its own unique Ticket ID.

It also provides reports on emails based on its nature. ex: overdue, received within 24hrs and etc based on rules we set which allows to the user to be more organized, effective and proactive.

Cons

Understanding and using the software is essential as it doesn't function like other email platforms but has its own organized interface. Inter team communication The software is mainly build for professional communication however I wish it could have few other options like adding colors, tables and etc but apart from that no other cons to mention.

Related categories