About Kayako
Kayako Benefits
There is no such thing as a perfect help-desk for everyone. Customers tend to prefer certain features over others. Yet, there are things that each support team would like to have, and these are the benefits Kayako offers to its customers.Customization
Every customer support specialist has experienced this way too often: a customer has some needs, but you don’t know how to put them into the system. Your conversation has a limited time-span, and as you can’t tackle all preferences. As the air gets heavy with a missed opportunity, the communication spirit fades. With Kayako it’s different. They allow every user to make their way to the app that best suits their needs. You can adjust all chat forms, customer profiles, and ticketing. As for customer profiles, you can add specific fields at the moment you create an app. That means an endless possibility to spot, grasp and translate your customer thoughts and dreams into a trackable digital footprint.You can add brands, customize templates and add custom fields to improve interactions with your customers
Bonus: automatic ticket routing through different channels. In reality, it looks like a customer sends a Twitter reminder to a question earlier escalated by phone. Kayako makes it sure the ticket gets to the right agent with multichannel conversations connected.Kayako takes on customization as never before: it allows support teams to customize a ticket and live chat forms so these can be tailored to their specific workflow.Customer profiles can also be updated with custom fields, allowing for the entry of additional information the moment a support request is made.Customer engagement
Live communication opens ways for learning unheard-of things about customer preferences and also leaves the door open for a drastic failure if something goes wrong. Customer engagement through different channels and streamlining of services makes Kayako a love-winning help-desk. An agent can see all customer history without cat-and-mousing and give the needed info in real-time. This creates unprecedented ease of building a stronger relationship.Launch live chat across your website and address customer concerns fast or turn them into opportunities. The live chat gives you real-time, proactive support to possible prospects.A visual representation of how Kayako captures customer interactions. Source: Kayako
Advanced reporting
Lack of information may sabotage your success. Kayako creates more than 100 reports for tracking performance deadlines, customer satisfaction and many more. It’s not just about following the performance, but also using Kayako Query language to measure your relevant metrics. Checking trends has never been so easy.A report that shows statistics on Conversations
Scalability
Atomization blocks out the nasty bits and pieces of the repetitive issues. The support agents have a handful of ready-made solutions for routines and thus, they unleash time to process sophisticated high-end problems of customers with the proficiency of Jedi.Ways you can streamline the support workflow in Kayako
While automating frees your agents from repetitive tasks, it also helps them keep a high-level customer service standard by focusing on issues and concerns that need more attention. Even if the number of repetitive tasks increases a hundredfold, Kayako’s automation can handle them, so you can focus on reinforcing support for high-level customer calls. Furthermore, automated ticket routing ensures your customers are connected to the right agents fast to address issues quickly before they escalate.Self-service
The help center in Kayako is pretty easy to work with. Both on the agent and customer side. It doesn't take a lot of effort to add new sections and articles. The interface is very friendly and allows dealing with large amounts of content. Another great thing about the help center in Kayako is that you can customize the look and feel of it. You can apply some minor changes like upload your logo, change the favicon and colours. Or you can go full ham and customize the look using CSS.Changing the settings of your help center. Log into Kayako, open the help center and click the Customization button to view this menu
Customers will search for answers independently if you provide them with the means. Kayako offers 24/7 customer service via a brandable support portal, knowledge base, or intuitive answers as customers type in their questions.Streamline
Kayako automates repetitive and standard customer service processes with auto-ticketing, macros, notifications, and easy sorting so your agents can focus on delivering personalized support to high-level and more urgent concerns. Quickly check high-level issues or get all critical and relevant information so your agent can provide more accurate feedback.Insights
Kayako helps you check for trends and bottlenecks with its 100 out-of-the-box reports. You can also track performance and use the Kayako Query Language to create custom fields that measure your relevant metrics.Branding
Customize Kayako based on your corporate logo and colors. It also allows multi-brand support for large companies.Mobile
Take your customer service on the go. Kayako is accessible via its iOS, Android, Windows, and Blackberry mobile apps.Features
- Support ticketing with email integration
- Fully featured live chat for your customer service portal and website
- Real-time visitor tracking
- Real-time messaging for the help center and website
- Set SLAs to keep on top of customer conversations
- Phone call tracking and recording
- Enhanced self-service portal
- Advanced ticket workflows, rules, and automations
- Customizable tickets, chats, and customers
- Custom fields to collect all information needed
- Enhanced customer and organization profiles for CRM
- Multiple-plan support
- Ticket reply and resolution deadline management
- Set business hours for accurate performance tracking
- Slack integration
- Automatic escalation rules to prevent unaddressed customer queries
- Mobile apps for iOS, Android, Windows, and Blackberry
- Mobile live chat with the Jabber gateway
- 100+ out-of-the-box help desk reports
- Custom reports via Kayako Query Language
- Schedule reports are automatically sent to your inbox
- Multi-lingual customer support and localizations
- Customizable look and feel of the help desk
- Strong support for eCommerce to increase sales and improve loyalty
- Intuitively designed Help Center enables customers to help themselves
- Rich customer and organization profiles
- Simple webhook integration to push customer data into Kayako
- Shared inbox enhances collaboration
Technical Details
- Devices Supported: Windows, Linux, Android, iPhone/iPad, Mac, Web-based
- Deployment: Cloud Hosted, On-Premise
- Language Support: English, German, Hindi, Spanish, French
- Pricing Model: Free, Monthly payment, Quote-based
- Customer Types: Small Businesses, Large Enterprises, Medium Businesses
Support Options
- Phone
- Live Support
- Training
- Tickets
Use Cases
1) Slow customer connects response time.Kayako’s solutions instantly connect with customers with a human touch.2) Costly licenses for your business need to grow.Kayako offers payment solutions and support levels to scale your growing business.3) Losing track of the conversation.Kayako connects to multiple platforms and devices, so your conversation can pick up across your customer’s media usage.Kayako Integrations
The ability to integrate with hundreds of apps and what is more important, with the custom-made ones, brings Kayako to the top charts of software-recommendation services like Software Advice, Capterra G2 Crowd or Gartner.Why do people care about integration that much? As Kayako say on their website, it helps to not only save time but let customers use the apps they’re used to when implementing Kayako into their business environment.The integration with Zappier, an intra-platform matchmaker, means that all you need is to choose an app, you want to integrate with, the rest is done automatically.The 10 top popular integrations Kayako offers are Shopify, Google Sheets, Slack, Jira, Stripe, Gmail, Trello, Pushover and many more, not to mention Salesforce.Kayako calls themselves “A platform to grow with,” and that is because their open API makes any development process fun and ease. They share free access to developer docs and have a bright community founded together with Kayako experts, developers and integration partners. By joining this, you gain new powers to make your services even better.Although, even the best have their slightest flaws. For example, Kayako doesn’t integrate with HubSpot Marketing.Awards and Certificates
While some people measure success in ratings and points, Kayako has also started a journey of collecting awards. Kayako is a winner of FinanceOnline Expert’s Choice Award for delivering customer service in a powerful, seamless, and scalable way. According to Financeonline.com, it’s been trusted by over 50 000 organizations all over the world.Since online environment tends to get more and more regulated, it is very important for companies to run transparent business ready to comply fast with the slightest law change. Kayako develops services in compliance with the EU General Data Protection Regulation (“GDPR”) and other legal norms.Pricing
Kayako breaks their services into three price plans depending on the size of the team: Kayako Cloud and Classic On-prem.- Free Trial: Yes
- Free: Free
- The Inbox plan includes services like live chat, email, and social, essential help center, mobile SDK, integrations with Zappier, collision prevention, assignment rules, insights, reply-only macros. It comes at the price of $15 per agent monthly.
- The Growth plan is great for the teams that are small but growing and includes all the superior listed services plus some handy add-ons. The latter include important automation rules, custom views, fields and forms, custom reporting, multi-brand and multi-language features, advanced help center customization, organization profiles. The plan costs 30$ a month per agent.
- The Scale plan adds advanced workflow customization, internal help center feature, shared organizations, custom security policies, custom roles and permissions, salesforce integration. The cost is $60 a month per person.
How to get started with Kayako?
Kayako has a great feature in their interface which is called “Take a Tour.” If you opt for it, you’ll get a great user lesson explicitly explaining the main properties and the structure of the service including instructions on the agent area, admin area, and Help Center.In the Welcome tab, there are also basic steps you need to take to start using Kayako.The steps Kayako finds essential to help you get started
At first, you need to set up an email for receiving and answering customer questions. Then, Kayako offers linking your social accounts to capture requests from Facebook, Twitter and other social networks. Then, you need to enable Kayako Messenger so your customers can contact you via live chat. And last but not least, invite the rest of the gang.Depending on your subscription there will be a certain number of agent accounts allowed. In the first stage, you’ll have to add user accounts for the staff, and if the number of accounts doesn’t suffice, you can create extra ones at additional cost.After setting all the conversation channels, you can start actually using the broad possibilities of Kayako in everyday work. Your team will be happy to use the unified timeline of customer interactions and a powerful toolbar for replying, assigning, and categorizing conversations.Now it’s time to customize the software to suit the team’s needs better.As your team's experience of user cases grows, you can start filling your Help Center. The content management tools of Kayako help you edit and organize the content without leaving the Help Center’s interface.As you get ultimately used to the software, it’s time to make a go for the new steps, like organizing teams, customizing forms, working with automation, setting and managing deadlines and much more.What do Users Say?
Kayako is boasting about its substantial list of clients including Peugeot and NASA, and that means a lot. Yet it’s quite exciting what customers share about the pros and cons of working with Kayako in real life.According to customer surveys on platforms like Software Advice, Capterra, and G2 the services provided by Kayako are rated from 4.1 to 4.7 which is not bad at all. Favorite features include light and minimalistic design, email-based reporting, and custom insights.Customers find it great that Kayako makes internal and external communications easy. Also, flexibility is another winning point. For example, apart from ticket, incident, problem and complaint types of data entry, there can be created some custom fields as well.The other most praised feature is the integration without coding and atomization of communication and tracking processes.There are also things customers prefer to have. For example, users would like to get more customer feedback, improve linkages on tickets and add some colors.As for the cons, they include the need to switch between admin/staff panels as the agent performs different roles, some missing features, and some crowdedness on behalf of small teams.Support Details
Kayako calls its workers “support heroes” and the company feels proud of their active and responsive customer support. You can get in touch with them directly on the website, by filling the standard contact form, enhanced by a couple of tags, and also or through Twitter, or other social accounts. Their support page has mountains of useful information, and their team is reported to be fast-helpers when it comes to bug and issue handling.Kayako’s Alternatives
When comparing with other live-chat services, Kayako recommends taking into account the following features: native live chat, social media integrations, free collaborations, intelligent self-service, workflows, collision prevention, customer journey (ability to visualize it), SLAs, time tracking, mobile SDK.- Freshdesk
- LiveChat
- Reamaze
- Zoho Desk
- Help Scout
- Zendesk
- Intercom
Allison –
The relations with customers got better. Therefore, we received better control and better finances. Customers like us use Kayako, as now we can provide services 24/7.
Selorm –
Kayako improved our engagement with the existing and potential customers, and also visitors looking for some customer services.
Rodrigo C. –
We used another helpdesk before Kayako. Kayako is very serious, but the prices could be better.
Christian M. –
It covers different handling activities, like ticketing, problem and complaint handling. If something is missing, it can be easily filled out by customization. All the necessary information is in their Knowledgebase. The tool is, and the web-interface is fully customizable. It could be great to have improved linkages.
Amit –
Good overall experience. Kayako’s customer support team is amiable. Yet, they need to think through their price policy from the customer perspective.