Kayako - Prix, fonctionnalités, avis et comparateur de logiciels

Kayako

Unified customer service platform

4.1/5 (130 avis)

Kayako - Présentation

Kayako is the unified customer service platform that helps companies manage customer requests and conversations over any channel, support customers better, and stay personal as they grow. Kayako connects the dots between support channels, customer information, and the team, unifying email, social, and live chat conversations together in one tidy place.

Help customers help themselves through Kayako's help center feature, allowing customers to answer their own questions, quickly and simply. Help center analytics enable users to track the phrases customers are searching for in order to optimize content. Brands can also build and customize multiple help centers, each with unique content and branding.

Kayako helps users visualize the customer’s journey and unify all customer interactions. The messenger feature allows users to support customers with a live chat experience that's as intuitive as messaging their friends. Brands can also help customers on the go with live chat on their mobile website or embedded in custom apps. Users can also bring customer activities from over 650+ apps for immediate context.

Prix

À partir de
$15/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
80% d'avis positifs
53
Excellent
51
Très bien
17
Moyen
2
Médiocre
7
Horrible
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
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
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
Traduire avec Google Translate

The overall experience was ok. It gets the job done. But through the years we ran into some issues.

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 19/06/2018
Provenance de l'avis : Capterra

Avantages

It brings most, if not all functionality we need. The company still provides an on-premise version of the product. Support has reasonable reaction times, also they most only provide workarounds instead of solid fixes and solutions.

Inconvénients

Kayako feels out-dated all along. After two years of the 7.0 php release it still is not even fully compatible with any php 7.x release and up to today relies on the out-dated php 5.x versions. There are many other issues like the HTML-Mailparsing which have not been fixed completely in years now. Also we know Outlook 20xx do not create great HTML-mails still a lot of customers are using it and it is one the most spread applications in companies. But still the emails are not parsed correctly through Kayako. This should definitely have more priority. The forum is full of long threads and requests about this topic. Many people were upset, because resources were spent on creating a new webinterface instead of fixing basic functionality. Maybe customers should be involved in creating the roadmap for the product or at least help prioritizing issues.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

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/mois
Types de licence
version d'essai gratuite
Abonnement
Rapport qualité-prix

Inbox: $15 per agent per month - a shared email, chat, and social inbox for small teams

Growth: $30 per agent per month - customer service software for growing teams

Scale: $60 per agent per month - customer service software for larger teams and businesses

Kayako's Enterprise plan is also available for larger companies needing a custom approach to customer support software. The Enterprise plan starts at $100 per agent. Get in touch for more information.

Kayako - Fonctionnalités

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

Plus d'informations sur Kayako

Kayako - Principales 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

Avantages

  • Unify email, social, and live chat conversations together in one tidy place with Kayako.

  • Build closer relationships: Kayako helps users understand their customers better in order to provide the right support at the right time, in their context.

  • Work better together: Kayako removes the distance between individuals, their team and their customers for more efficient and effective support.

  • Offer a human live chat experience, and have personal conversations with modern real-time messaging.

  • Route conversations to the right agent, and bring the whole company on board using Kayako's collaborators feature.

  • 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: $15/mois

    Type de licence: Abonnement

    version d'essai gratuite: Disponible

    Inbox: $15 per agent per month - a shared email, chat, and social inbox for small teams

    Growth: $30 per agent per month - customer service software for growing teams

    Scale: $60 per agent per month - customer service software for larger teams and businesses

    Kayako's Enterprise plan is also available for larger companies needing a custom approach to customer support software. The Enterprise plan starts at $100 per agent. Get in touch for more information.

    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, 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

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