Kayako

Kayako

Plateforme de service client unifiée

4/5 (154 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
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

Captures d'écran

Capture d'écran pour Kayako : Keep on top of multi-channel conversations
Capture d'écran pour Kayako : 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 : No more manual effort: measure and streamline processes to find out where to improve, and build workflows 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 : 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 : Build a rich and engaging knowledge base that customers will use 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

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
Hannah M.

Kayako From a Customer Service Perspective


Traduire avec Google Translate
Jon S.

Kayako worked for us

We installed the On-Prem version of Kayako and for the most part were happy with its functionality and management of our help tickets.


Traduire avec Google Translate
Christian M.
Secteur d'activité: Logiciels
Taille de l'entreprise: 13-50 employés
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

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

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

Hannah M.
Secteur d'activité: Banque
Taille de l'entreprise: 51-200 employés
Traduire en français

Kayako From a Customer Service Perspective

Logiciel utilisé tous les jours pendant 6 à 12 mois
Publié le 15/10/2019
Provenance de l'avis : Capterra

Avantages

It it nice to be able to pull up multiple conversations/tickets within one window, as it made it easy to switch between current ongoing projects and also complete research with little confusion. Also, Kayako shows in real-time who is looking at a ticket, thus it made it easy for Customer Service as we could see if someone was already working on that ticket. One of the nice things about Kayako was the ability to see when the recipients of an email opened it or looked at it. If there were several recipients, it would break down who opened the email, when. Thus, from a documentation standpoint, if someone was claiming to have never received an email, we were able to show that they had in fact opened the email.

Inconvénients

There were few reporting tools and there was no way to set follow-up tasks. We relied on setting reminders on another system like our Google calendar. Also, Kayako was getting quite expensive, which was one of the big factors in our company switching to a different ticketing system.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 7.0/10

Jon S.
Secteur d'activité: Matières plastiques
Taille de l'entreprise: 201-500 employés
Traduire en français

Kayako worked for us

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 04/10/2018
Provenance de l'avis : Capterra

We installed the On-Prem version of Kayako and for the most part were happy with its functionality and management of our help tickets.

Avantages

Kayako allowed us to manage our Help Desk while keeping costs down but still providing enough functionality to streamline our support and communication to the users.

Inconvénients

There wasn't any integration withour Scrum and Agile software tools (and it didn't have the functionality on its own) so it made it double work to move a Trouble Ticket to a Task

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit: 6.0/10

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
Importation et exportation de données
Intégration CRM
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 :

Auto-entrepreneurs, Grandes entreprises, Entreprises de taille moyenne, 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 Commerce, 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