Kayako - Prix, fonctionnalités, avis et comparateur de logiciels

Kayako

Unified Customer Service Platform

4.1/5 (76 avis)

Kayako - Présentation

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.

Prix

À partir de
$9/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
4.1/5
82% d'avis positifs
37
Excellent
25
Très bien
8
Moyen
1
Médiocre
5
Horrible

It's great, but we like to be as efficient as possible, which means tabbing through everything.

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 14.06.2018
Provenance de l'avis : Capterra

Easy access to the emails we want, especially from Amazon.

Avantages

The look and feel. the customization options and custom insights. Filtering and suspending messages options. Ability to send all the messages we want to our inbox and not the ones we don't want.

Inconvénients

Can't tab through and select "type, priority" etc. quickly without clicking (you could in the old Kayako). Can't forward or CC a message easily. Images and attachments not perfect. A little slow.
I also can't figure out how to remove the "message sent from Kayako" signature. This should not be required since we pay for the product and it can be embarrassing when we're trying to send professional emails, so we opt out and use Outlook for those.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

6.0/10

Excessive Charges For Existing Customers

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 15.10.2017
Provenance de l'avis : SoftwareAdvice

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.

Avantages

The download version is excellent software and has many great features for supporting customers via email, telephone and live chat.

Inconvénients

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.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

so far great. good response time. Love the new installed version of Kayako. It's so much faster!!

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 17.04.2018
Provenance de l'avis : Capterra

Avantages

the speed increase and the stability even though we have 100's of thousands of tickets.
I'm assuming you're using more AJAX to load content which helped to improve the speed.
I especially like the "light" design and how minimalistic the design of the site is. The focus is on speed which in return helps with speed of customer service.
Use of the LoginShare to connect with OAuth2 to allow single login ID is fantastic.

Inconvénients

somewhat complex upgrade.
technically the upgrade process is not that bad considering the sheer number of attachments in the system.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Kayako is an advance in potential customers.

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 22.05.2018
Provenance de l'avis : SoftwareAdvice

I have been able to establish better attention with potential clients within my company, in this way, it has had a better control and thus obtain better finances. Potential customers have been satisfied when we use Kayako because we serve them at any time of the day.

Avantages

The best thing about Kayako is that it has many, many ways to communicate with a potential client, and this is very important and very influential because it allows a connection with more progress and makes the client get more attention.

Inconvénients

I think you should improve a couple of things, such as prices, and customer service, the design should leave it as it is since it gives a lot of comfort and is nice, but should fix the support by 80% so that a better customer service.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

9.0/10

I have used many Service desk systems but Kayako is the best of all

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 14.06.2018
Provenance de l'avis : Capterra

Avantages

1. Multi department integration & queues in one interface
2. Easy SQL to generate possibly any report you want
3. Full Active directory integration
4. Best of Customer service i know of.
5. The support team knows what they are talking about. The resolution to any of my issues resolve in less then 20 min
6. Staff automatically know what to do
7. Knowledge base is very helpful

Inconvénients

1. Searching is a big pain ( Good luck searching with tags )
2. Online support require ugly desktop software

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Kayako - Prix

À partir de
$9/mois
Types de licence
version d'essai gratuite
Abonnement
Rapport qualité-prix
A 14-day free trial is available, after which Kayako is priced as follows: Inbox - A shared email, chat, and social inbox for small teams - $9 per agent per month Team - A simple, modern help desk for small teams - $15 per agent per month Growth - Customer service software for growing teams - $29 per agent per month Scale - Customer service software for larger teams and businesses - $59 per agent per month Enterprise - Available for larger companies needing a custom approach to customer support software - $90 per agent per month

Kayako - Fonctionnalités

  • Advanced Insights - coming soon
  • Advanced ticket workflows and automations
  • Automatic escalations ensure nothing gets forgotten
  • Beautiful Help Center so customers can help themselves
  • Custom fields to collect all the information you need
  • Define business hours for accurate performance tracking
  • Full control over the look-and-feel of your Help Center
  • Manage and offer unique experiences for multiple brands
  • Multi-lingual customer support and localizations
  • Native mobile apps for iOS and Android
  • Real-time messaging for your help center and website
  • Real-time visitor monitoring
  • Rich customer and organization profiles
  • Set SLAs to keep on top of your customer conversations
  • Simple Insights into your team's performance
  • Simple webhook integration to push customer data into Kayako
  • Slack integration
  • Unified conversations across multiple channels
  • Zapier integration to connect with over 500 business apps

Analyse de GetApp

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.

Support centre

Description du logiciel Kayako

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 - Principales fonctionnalités

Understand the customer journey

Kayako allows you to visualize your customer’s journey, and unify all your customer’s interactions from different apps in one place. This includes page views, orders, shipping history, and Help Center searches.

This provides customer service agents the context they need to help deliver a better customer support experience. Agents can provide the right support at the right time in a proactive, tailored, personal, and frictionless way, whatever the channel.

Customer journey mapping

Customer-facing support center

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 pcovide training and integration services.

Kayako community portal

Enable team and agent collaboration

Kayako enables you agents to work better together in a number of ways. Any member of you support team can chime in on a customer conversation to get the issue solved quicker, fo example, if they have come across the same problem before. Your agents can also see if their colleague has already responded to or viewed a conversation, making sure you aren’t duplicating effort.

You can also automate conversation assignment across your team and trigger notifications based on conversation properties.

Team portal

Increase customer engagement with live chat tools

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 Live Chat

Kayako - Intégrations

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.

Kayako - Prix

There are five different price plans: Inbox - A shared email, chat, and social inbox for small teams - $9 per agent per month Team - A simple, modern help desk for small teams - $15 per agent per month Growth - Customer service software for growing teams - $29 per agent per month Scale - Customer service software for larger teams and businesses - $59 per agent per month *Enterprise - Available for larger companies needing a custom approach to customer support software - $90 per agent per month

Kayako - Résumé

  • Established and proven help desk solution
  • Ideal for smaller businesses that want to get started quickly
  • Also suited to large enterprises who need to deliver customer support at scale
  • Easy to navigate agent control panel
  • Fully functioning self-service support center

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: $9/mois

Type de licence: Abonnement

version d'essai gratuite: Disponible

A 14-day free trial is available, after which Kayako is priced as follows:

Inbox - A shared email, chat, and social inbox for small teams - $9 per agent per month

Team - A simple, modern help desk for small teams - $15 per agent per month

Growth - Customer service software for growing teams - $29 per agent per month

Scale - Customer service software for larger teams and businesses - $59 per agent per month

Enterprise - Available for larger companies needing a custom approach to customer support software - $90 per agent per month

Q. Quelles sont les principales fonctionnalités du logiciel Kayako ?

Fonctionnalités du logiciel Kayako :

  • Advanced Insights - coming soon
  • Advanced ticket workflows and automations
  • Automatic escalations ensure nothing gets forgotten
  • Beautiful Help Center so customers can help themselves
  • Custom fields to collect all the information you need
  • Define business hours for accurate performance tracking
  • Full control over the look-and-feel of your Help Center
  • Manage and offer unique experiences for multiple brands
  • Multi-lingual customer support and localizations
  • Native mobile apps for iOS and Android
  • Real-time messaging for your help center and website
  • Real-time visitor monitoring
  • Rich customer and organization profiles
  • Set SLAs to keep on top of your customer conversations
  • Simple Insights into your team's performance
  • Simple webhook integration to push customer data into Kayako
  • Slack integration
  • Unified conversations across multiple channels
  • Zapier integration to connect with over 500 business apps

Q. Qui utilise Kayako ?

Utilisateurs habituels du logiciel Kayako :

Auto-entrepreneurs, Grandes entreprises, Entreprises de taille moyenne, Organismes à but non lucratif, 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, Magento, Marketo, Nicereply, PagerDuty, Slaask, SyncDojo, Twitter, Wordpress

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

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