Kayako is the unified customer service platform. With Kayako, customer-obsessed businesses get better at delivering effortless customer service experiences.
Customer service is changing. Today, your customer expects to be recognized and understood as an individual, not a ticket. They expect to be supported wherever they are. They expect customer service to be tailored, personal, and frictionless. They expect support to be proactive. But today’s processes and tools are no longer enough.
Unlike traditional helpdesks, Kayako connects the dots between your support channels, your customer's information and your team, so you can:
- Build closer relationships: Kayako helps you understand your customer better - so you can provide the right support at the right time, in their context.
- Work better together: Kayako removes the distance between your team and your customers - so you can provide better support, quicker.
- Go beyond delight: Your customer wants more than just delight. Surprise them with effortless customer service that makes a difference.
Kayako is used by over 130,000 customer support pros in thousands of businesses of all sizes around the world, including Peugeot, NASA, Fedex, and GE.
Save much time to handle and manage request from customer which they sent to us via emails from multi channels and helpdesk
I like the way it handle and create new ticket from email. That's very helpful as we dont have to check email everyday for new request from customer. And the way it handle tickets are very smart and easy to use. You also can sort the ticket with many filter too. That's very helpful. You could also assign a ticket to other staff or department which helps customer have a right and correct answer, even when they send new ticket to wrong place or email
It does not link well to Magento, so you cant look up customer database or their order to get more info before reply customer ticket
Probabilité de recommander le produit
I recommend buying an alternate solution instead of Kayako until such time as they look after their customers, stop hiking the prices up and respond to support requests.
The download version is excellent software and has many great features for supporting customers via email, telephone and live chat.
Kayako charge existing customers that have perpetual licenses extremely high charges for support. Kayako introduced new excessive support and upgrade charges well beyond the original agreement that perpetual licences holders had originally agreed and signed up for. Failure to pay the additional charges means that software updates are not available. Kayako has many bugs which are resolved with the upgrades.
- Easy to navigate
- The interface is very intuitive
- 1,000,000,000x Better than our previous ticketing software
- Easy to reassign tickets to other staff
- Easy to leave detailed notes on tickets
- Macros didn't always work
- Ugly colors
- Forgot Password option didn't always work
- Sometimes people who responded to tickets were HUGE bad
Great product. Great Support.
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.
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 :)
Probabilité de recommander le produit
If you want to use Kayako in another language, although they claim that you can "deliver a tailored customer experience on a worldwide scale with localization", it's not true. You can not translate a lot of things, and some of them are the core of the customer experience.
So, in English, it's a good software (one the best maybe), but impossible to use in other languages.
Chat + Ticket system integrated
Not localized (just English)
Probabilité de recommander le produit
In this day and age, your customers expect responses almost immediately. Customer support has become the make or break in your competitive edge. Kayako customer service app equips your team with the tools you need to deliver a better, more personal service to each customer, while reducing incoming support requests and response times.
Any business can benefit from a help desk app that enables you to deliver multi-channel support to both your internal and external customers. Kayako helps you better manage customer email, support requests, and live chats. It even helps your customers to discover their own solutions via its self-service help desk.
Kayako stands out as one of the only solutions that actually integrates your email, tickets, live chats, calls (with VoIP integration), self-service and remote desktop support into one virual help desk.
Using Kayako’s ability to switch seamlessly between channels, you can empower the team to use the best tool to tackle the job at hand — some things can be dealt with a quick live chat response, but sometimes you need to ameliorate the situation with the personal touch of a phone call. Kayako does the legwork for the agent: organizing all your correspondence, so your customer success team can focus on helping customers.
Managing response and resolution targets: Service Level Agreement (SLA) plans, response and resolution deadlines used to be for only big, bulky enterprise apps. Kayako makes the benefits of an SLA accessible even to SMBs. In Kayako, each SLA plan has a reply deadline and a resolution deadline—like “Sales standard SLA plan”—which keeps your customer support reps focused on solving the case at hand. You define the perimeters of which types of calls take priority, and you can even establish different perimeters for your sales reps than for your support team. You can even have different SLA plans for different categories of clients.
At the help desk level, Kayako’s SLAs help you focus your team on meeting both response time and resolution time targets. For customers, they know that they can expect an update within a certain period of time.
Kayako is geared towards customization. Your support team can customize ticket and live chat forms. This customer support app can be tailored to your specific workflow, with custom ticket statuses, types and priorities.
Kayako also allows your reps to update customer profiles with custom fields in the moment. These custom fields let you compile and update extra information at the moment the support request is sent.
Kayako’s knowledgebase customer support center lets your clients navigate content, submit their own support tickets and log in to view the current issue and conversations surrounding it. Almost every page of this customer support center, ticket submission and live chat pages, including email templates, can be transformed by editing templates in the admin control panel.
There is also an active community around the Kayako customer service platform. Customers share tips, best practices and customizations. Dedicated Kayako solution providers provide training and integration services.
The agent control panel is organized with the list of ticket departments down the left-hand side, along with access to quick filters. Navigation is organized by channel. Customizable color coding is used to draw attention to tickets that are overdue or nearly so.
Apart from this, it has a built-in screen capture tool and an embedded browser, so reps don’t have to open any extra browsers to work.
Kayako’s live chat tool is equipped with real-time visitor monitoring and proactive engagement.
With live chat automations, Kayako can be set to flag up potential opportunities and other customers pulling away, allowing for a deeper connection between sales and support.
Kayako features a dedicated live chat desktop app – Kayako Desktop – that is built for tech support operators who manage multiple chats and incoming calls at a time.
If your company has remote support agents, they can take advantage of Kayako’s mobile live chat or use any IM app that supports Jabber, via Kayako Chat Gateway.
Kayako’s SLA acts as the breadcrumb trail so customers aren’t lost in the shuffle. If a ticket goes overdue, Kayako can automatically escalate that ticket: change its priority, assigning it to someone or triggering notifications.
Your customer support reps view each ticket like a chain of conversations, with one-click access to change ticket properties like the status. Kayako comes equipped with various shortcuts for forwarding or assinging a ticket and scheduling an automatic change to the ticket in the future.
Kayako comes with 100 help desk report templates, varying from peripheral overviews to in-depth analyses. Some are simple, as others are quite in depth, turning help desk data into customer service insights.
The Kayako Query Language also allows you to create custom help desk reports from scratch. Reports can be exported to HTML and Excel and scheduled to run automatically.
Kayako has integrations made available to its download-only customers, including Salesforce, Freshbooks, Basecamp, Drupal, and MailChimp.
Kayako also has mobile apps for iOS, Android, Windows Phone and BlackBerry 10, giving your clients the freedom to help customers from anywhere. They can also use any IM app that supports Jabber, using the Kayako Chat Gateway.
SaaS and On-Premise: Kayako is available both as a subscription service hosted in the Kayako cloud (starting at $24 per agent per month), as well as on-premise for companies who want to set up and install Kayako on their own systems, maintaining full control over their data.
Kayako comes in three packages: Kayako Case for a ticket help desk; Kayako Engage for a live chat help desk; and Kayako Fusion for an all-in-one multi-channel help desk. Pricing starts at $24 per customer serviceagent per month, hosted in the Kayako cloud. If a company wants to set up and host Kayako by itself, the license starts at a $1,500 one-time cost for up to 5 agents.
Voici quelques-unes des questions fréquentes sur Kayako.
Types de licences disponibles pour Kayako :
À partir de: $25/mois
Type de licence: Abonnement
version d'essai gratuite: Disponible
From $25 per agent/month.
Fonctionnalités du logiciel Kayako :
Utilisateurs habituels du logiciel Kayako :
Auto-entrepreneurs, Grandes entreprises, Entreprises de taille moyenne, Organismes à but non lucratif, Administration publique, PME
Langues dans lesquelles Kayako est disponible :
néerlandais, anglais, français, allemand, italien, portugais, espagnol
Types de licences disponibles pour Kayako:
Appareils pris en charge par Kayako :
Android, iPhone, iPad
Applications s'intégrant à Kayako :
Customer Thermometer, Help Desk Migration, Marketo, Nicereply.com, PagerDuty, Slaask, SyncDojo, Twitter, Wordpress, Xero
Ressources d'aide disponibles pour Kayako :
FAQ, Forum, Base de connaissances, Support en ligne, Support téléphonique, Tutoriels vidéo