Kayako

Kayako

Plateforme de service client unifiée

4/5 (151 avis)

Kayako - Présentation

Kayako est la plateforme de service client unifiée qui aide les entreprises à gérer les demandes et les conversations des clients sur tous les canaux, à mieux les accompagner et à conserver une taille humaine malgré leur croissance. Kayako fait le lien entre les canaux d'assistance, les informations client et l'équipe, en regroupant les conversations par e-mail, les conversations sur les réseaux sociaux et les discussions en direct dans un emplacement unique et organisé.

Aidez les clients à s'aider eux-mêmes grâce au centre d'assistance de Kayako, qui leur permet de répondre à leurs propres questions, rapidement et simplement. Les analyses des centres d'assistance permettent aux utilisateurs de suivre les phrases recherchées par les clients afin d'optimiser leur contenu. Les marques peuvent également créer et personnaliser plusieurs centres d'assistance, chacun ayant son propre contenu et sa propre image de marque.

Kayako aide les utilisateurs à visualiser le parcours du client et à regrouper toutes leurs interactions. La fonction de messagerie permet aux utilisateurs d'accompagner les clients grâce à une expérience de discussion en direct aussi intuitive que les échanges par messagerie instantanée avec leurs amis. Les marques peuvent également aider les clients en déplacement grâce à un chat en direct sur leur site web mobile ou intégré dans des applications personnalisées. Les utilisateurs peuvent également analyser les activités des clients sur plus de 650 applications pour bénéficier d'un contexte immédiat.

Prix

À partir de
15,00 $US/mois
Types de licence
version d'essai gratuite
Abonnement
Rapport qualité-prix

Appareils

Type d'entreprise

S
M
L

Disponible dans les pays suivants

Asie, Australie, Canada, Chine, Europe et 5 autres, Allemagne, Inde, Japon, Amérique latine, Afrique et Moyen-Orient

Langues

néerlandais, anglais, français, allemand, italien, portugais, espagnol

Kayako - Avis

Note globale
4/5
77% d'avis positifs
58
Excellent
58
Très bien
24
Moyen
2
Médiocre
9
Horrible
Anita S.
Traduire avec Google Translate

Best software for internal and external email communication

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 07/12/2018
Provenance de l'avis : Capterra

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.

Avantages

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.

Inconvénients

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.

Note détaillée

Simplicité d'utilisation

Probabilité de recommander le produit

10.0/10
Christian M.
Traduire avec Google Translate

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

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 22/06/2018
Provenance de l'avis : Capterra

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

Avantages

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!

Inconvénients

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10
Olav S.
Traduire avec Google Translate

it works but required a lot of enhancements to make it work proper for us

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 26/06/2018
Provenance de l'avis : Capterra

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.

Avantages

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.

Inconvénients

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

8.0/10
Utilisateur vérifié
Traduire avec Google Translate

Good choice although there are some problems.

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 22/08/2018
Provenance de l'avis : Capterra

There are so many helpdesk systems, Kayako has been our selected one, but we are still looking for better choice.

Avantages

1- Beautiful user interface.
2- It Supports all activities in a helpdesk process.
3-14 days free trial
4-Good localization, so you can add your own translations to (just) on-premise version

Inconvénients

1- When you are Kayako admin and at the same time one of the staffs (Agent), you have to switch so many times between Admin / Staff panel to do your tasks. sometimes it makes me confused because knowing which setting is in admin panel and which one is in staff(Agent) panel sometimes is difficult.
2-I can say that Kayako is designed for too many clients for a limited number of services. If you have too many services each of them assigned to a client, Using Kayako would be difficult (But Possible). for example, you have to set permissions for widgets separately.
3-Kayako is not suitable for small teams. it requires a lot of time and effort for setting up.
4-Kayako integration and API's are limited. We couldn't integrate Kayako with our Self-Built project management and timesheet system.
5- Localization in cloud version doesn't work very well. We couldn't use Arabic in cloud version

Note détaillée

Simplicité d'utilisation

Probabilité de recommander le produit

8.0/10
Christopher B.
Traduire avec Google Translate

Support makes the difference when comparing this to other competitors

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 18/06/2018
Provenance de l'avis : Capterra

Kayako helps keep all of our customer communication centralized into a single support suite. It allows our customers to engage more frequently with self-serve help (knowledgebase), chat, and email. Kayako makes it easier for our staff to troubleshoot and resolve any issues.

Avantages

The new interface is very modern and much more exciting than the other interface. It is much faster and friendlier to use. The support is available for questions and bugs, whereas some competitors do not offer support of implementation. The price of the software is a little steep when comparing it to competitors that offer more, but being a Kayako customer for 10+ years on a perpetual license granted us a pretty steep discount that made the pricing make more sense for us.

Inconvénients

I wish they had more features such as ability to get more customer feedback which would help our product development. There are other software similar to Kayako that have a feedback component that allow users to voice their "opinions" and then other users can vote on that. I would like to see this in Kayako and have been asking for about 10 years now.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Kayako - Prix

À partir de
15,00 $US/mois
Types de licence
version d'essai gratuite
Abonnement
Rapport qualité-prix

Kayako - Fonctionnalités

  • API
  • Champs personnalisables
  • Données en temps réel
  • Intégration CRM
  • Intégration des médias sociaux
  • Intégration mobile
  • Notifications automatiques
  • Rappels automatiques
  • Rapports et statistiques
  • Rapports personnalisables
  • Stratégie de marque personnalisable
  • Suivi des activités

  • Base de données de clients
  • Gestion des calendriers
  • Importation et exportation de données
  • Intégration de tiers
  • Intégration des e-mails
  • Modèles personnalisables
  • Paiements électroniques
  • Tableau de bord d'activités

Kayako - FAQ

Voici quelques-unes des questions fréquentes sur Kayako.

Q. Quels sont les types de licence disponibles pour Kayako ?

Types de licences disponibles pour Kayako :

À partir de: 15,00 $US/mois

Type de licence: Abonnement

version d'essai gratuite: Disponible

Q. Quelles sont les principales fonctionnalités du logiciel Kayako ?

Nous n'avons pas d'informations sur les fonctionnalités de Kayako.

Q. Qui utilise Kayako ?

Utilisateurs habituels du logiciel Kayako :

Auto-entrepreneurs, Grandes entreprises, Entreprises de taille moyenne, Non Profit, Administration publique, PME

Q. Dans quelles langues Kayako est-il disponible ?

Langues dans lesquelles Kayako est disponible :

néerlandais, anglais, français, allemand, italien, portugais, espagnol

Q. Quels sont les types de licence disponibles pour Kayako ?

Types de licences disponibles pour Kayako:

Abonnement

Q. Kayako prend-il en charge les appareils mobiles ?

Appareils pris en charge par Kayako :

Android, iPhone, iPad

Q. Avec quelles applications Kayako peut-il s'intégrer ?

Applications s'intégrant à Kayako :

Customer Thermometer, Help Desk Migration, Jira Service Desk, Magento, NUACOM, Nicereply, PagerDuty, Retently, Slaask, SyncDojo

Q. Quelles sont les ressources d'aide disponibles pour Kayako ?

Ressources d'aide disponibles pour Kayako :

FAQ, Forum, Base de connaissances, Support en ligne, Support téléphonique, Tutoriels vidéo

Logiciels équivalents

Logiciels les + demandés