Kayako

Plateforme de service client unifiée

4 /5 (154 avis) Donnez votre avis !

Kayako - Présentation

Description du logiciel Kayako

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.

Kayako - Présentation

Prix

À partir de
15,00 $US/mois

Types de licence

Essai gratuit
Abonnement
Rapport qualité-prix

Kayako - Fonctionnalités

Appareils
Pour quelle entreprise ?
TPE PME GE
Disponible dans les pays suivants
États-Unis, Canada, Royaume-Uni, Australie, Chine et 3 autres, Inde, Japon, Allemagne
Langues
allemand, anglais, espagnol, français, italien, néerlandais, portugais

Médias

Unified cases: see each customer's information in the context of the conversation to get more personal.
Build a rich and engaging knowledge base that customers will use
Teams and customers can pick up the conversation via the website and across channels, real-time or not
Bring it all together: understand the customer’s context and see their CRM, event and support history in Kayako. No more switching apps and less back-and-forth.
No more manual effort: measure and streamline processes to find out where to improve, and build workflows
Customer service isn't just a desk job: Kayako offers native mobile apps to help stay in touch with customers and the helpdesk from anywhere
Continue the conversation: Kayako creates a single view of each conversation even as a customer moves between channels, so no one needs to repeat themselves
Keep on top of multi-channel conversations
Capture d'écran pour Kayako : Unified cases: see each customer's information in the context of the conversation to get more personal. Capture d'écran pour Kayako : Build a rich and engaging knowledge base that customers will use Capture d'écran pour Kayako : Teams and customers can pick up the conversation via the website and across channels, real-time or not Capture d'écran pour Kayako : Bring it all together: understand the customer’s context and see their CRM, event and support history in Kayako. No more switching apps and less back-and-forth. Capture d'écran pour Kayako : No more manual effort: measure and streamline processes to find out where to improve, and build workflows Capture d'écran pour Kayako : Customer service isn't just a desk job: Kayako offers native mobile apps to help stay in touch with customers and the helpdesk from anywhere Capture d'écran pour Kayako : Continue the conversation: Kayako creates a single view of each conversation even as a customer moves between channels, so no one needs to repeat themselves Capture d'écran pour Kayako : Keep on top of multi-channel conversations

Kayako - Avis

Kayako - Avis

Note globale
4
/
5
Excellent
60

Très bien
58

Moyen
24

Médiocre
3

Mauvais
9

Rapport qualité-prix
3,9
Fonctionnalités
3,9
Simplicité d'utilisation
3,9
Support client
3,9
77% des utilisateurs recommandent cette application
Christian M.

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

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


Traduire avec Google Translate
Anita S.

Best software for internal and external email communication

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.


Traduire avec Google Translate
Amani I.

Kayako - Can be better!

I have been using Kayako for more than five years. This has been the software we use for all internal and client communication. As mentioned earlier it is a simple tool which takes only a few times to practice, thereafter you get the hang of it. However after using other email softwares, Kayako's limitations regarding formatting, inserting images and capturing the entire thread has always been a hassle for me. Additionally we are only given admin rights to our own teams. If a ticket generated by me is moved to an internal team I do not have access for, I cannot view the updates on the ticket.


Traduire avec Google Translate
Christopher B.

Support makes the difference when comparing this to other competitors

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.


Traduire avec Google Translate
Mark T.

Powerful System, Steep Learning Curve

Kayako is where we manage all of our client tickets. It is great for my daily work routine and allows me to stay on top of many tasks at the same time. I have been working with it for 1.5 years and it works great for me now, but the first few months took a long time to get used to. Things are not where you would think they would be. The system is VERY customizable, however, and if you have a person that can put in the work to set the system up, it can be bent to fit your specific company needs.


Traduire avec Google Translate
Christian M.
Secteur d'activité: Logiciels
Taille de l'entreprise: 11-50 employés
Traduire en français
Traduire en français

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

Anita S.
Secteur d'activité: Logiciels
Taille de l'entreprise: 51-200 employés
Traduire en français
Traduire en français

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

Amani I.
Secteur d'activité: Logiciels
Taille de l'entreprise: 51-200 employés
Traduire en français
Traduire en français

Kayako - Can be better!

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 25/10/2018
Provenance de l'avis : Capterra

I have been using Kayako for more than five years. This has been the software we use for all internal and client communication. As mentioned earlier it is a simple tool which takes only a few times to practice, thereafter you get the hang of it. However after using other email softwares, Kayako's limitations regarding formatting, inserting images and capturing the entire thread has always been a hassle for me. Additionally we are only given admin rights to our own teams. If a ticket generated by me is moved to an internal team I do not have access for, I cannot view the updates on the ticket.

Avantages

Kayako helps me organize my tickets into as many folders I want, thus making me work on those tickets conveniently and effectively. If I am an admin or have admin access to my staff folders I can also access all of their folders to get an update on tickets. It's easy to learn and use. I love the reports feature on Kayako. We can create as many reports we want and automate them. The follow ups feature is also great to keep track of pending tasks and serves as good reminder.

Inconvénients

There are a few issues I encountered as I worked on Kayako. Kayako doesn't allow us format the font or content, so underlining, italicizing etc is not possible in an email. We cannot include images, charts or graphs in the body of the email. When you hit reply on a ticket, the original email thread is not included. So if you need to know the previous conversation, we need to copy and paste the email.

Note détaillée

Simplicité d'utilisation

Probabilité de recommander le produit: 6.0/10

Christopher B.
Secteur d'activité: Logiciels
Taille de l'entreprise: 51-200 employés
Traduire en français
Traduire en français

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

Mark T.
Secteur d'activité: Internet
Taille de l'entreprise: 51-200 employés
Traduire en français
Traduire en français

Powerful System, Steep Learning Curve

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 27/11/2018
Provenance de l'avis : Capterra

Kayako is where we manage all of our client tickets. It is great for my daily work routine and allows me to stay on top of many tasks at the same time. I have been working with it for 1.5 years and it works great for me now, but the first few months took a long time to get used to. Things are not where you would think they would be. The system is VERY customizable, however, and if you have a person that can put in the work to set the system up, it can be bent to fit your specific company needs.

Avantages

Kayako automates a lot of the communication and tracking processes for us. Since my company has put the time into setting up Kayako to meet our companies needs, I am able to focus mostly on client communication and not administrative tasks.

Inconvénients

The system is very particular about what you can and can't do. Things that seem like they would be obviously included do not exist (seeing all open tickets from an organization, for example), and must be either set up manually or gotten to in a roundabout way. Kayako also requires a steep learning curve and is not an intuitive system.

Note détaillée

Simplicité d'utilisation

Probabilité de recommander le produit: 8.0/10

Recommandation utilisateur
7,7/10
Basé sur 154 avis utilisateurs
Comparatif avec les logiciels similaires : recommandation utilisateur
Comparer avec les alternatives

Kayako - Prix

Kayako - Prix

À partir de
15,00 $US/mois
Essai gratuit
Abonnement
Rapport qualité-prix
Rapport qualité-prix
3,9/5
Basé sur 154 avis utilisateurs
Comparatif avec les logiciels similaires : rapport qualité-prix
Comparer avec les alternatives

Kayako - Fonctionnalités

Kayako - Fonctionnalités

API
Base de données de clients
Champs personnalisables
Données en temps réel
Enquêtes et feedback
Gestion des calendriers
Gestion des contacts
Importation et exportation de données
Intégration de tiers
Intégration des e-mails
Intégration des médias sociaux
Modèles personnalisables
Notifications automatiques
Paiements électroniques
Rappels
Rapports et statistiques
Rapports personnalisables
Stratégie de marque personnalisable
Suivi des activités
Tableau de bord d'activités
Fonctionnalités
3,9/5
Basé sur 154 avis utilisateurs
Comparatif avec les logiciels similaires : note sur les fonctionnalités
Comparer avec les alternatives

Catégories

Kayako - FAQ

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

Essai gratuit: 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 :

PME, Grandes entreprises, Administration publique, À but non lucratif, Auto-entrepreneurs, Entreprises de taille moyenne

Q. Dans quelles langues Kayako est-il disponible ?

Langues dans lesquelles Kayako est disponible :

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

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 :

All-In-One Designer, Customer Thermometer, Help Desk Migration, Jira Service Desk, Magento Commerce, NUACOM, Nicereply, PagerDuty, Retently, Slaask

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