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$9

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Kayako REVIEW

Help Desk Software

11 user reviews
USER SATISFACTION 95%
OUR SCORE 9.5

What is Kayako?

The new Kayako is cloud-hosted help desk software that puts all your customer service channels in one place the better and more efficient way to address customer concerns (the classic on-premise Kayako is still supported). Trusted by over 50,000 organizations worldwide, used by 131,000 support pros serving 100 million customers, the software can serve a wide range of customer service needs, from small businesses to the largest companies. Among those customers trusting Kayako to provide their help desk services include NASA, De Beers, Peugeut and the American Motorcyclist Association.

Among others, it supports live chat, tickets, web, email, calls or self-service support to help businesses further extend their help to their customers. Moreover, Kayako helps you look for insights based on customer queries, such as sales trends and opportunities, performance metrics, and support bottlenecks. You can also put your support in autopilot to fast track replies to standard queries or repetitive tasks so your agents can focus on addressing more pressing issues, or organize and route emails for easy sorting.

Through robust API or ecommerce platform integration, Kayako provides strong support to ecommerce by displaying every page view and purchase history of the customer, as well as syncing it with the marketing or sales teams for more potential business from customers.

Kayako features a mobile app for iOS, Android, Windows Phone, and Blackberry so you can provide customer service on the go. It’s also scalable that can match the pace of any growing business.

Overview of Kayako Benefits

Self-service

Customers will search for answers on their own if you provide them the means. Kayako offers a 24/7 customer service via a brandable support portal, knowledge base, or intuitive answers as customers type in their question.

Customization: Custom Fields

Kayako takes on customization as never before: it allows support teams to customize ticket and live chat forms so these can be tailored to their specific workflow.

Customer profiles can also be updated with custom fields, allowing for entry of additional information the moment a support request is made.

Streamline

Kayako automates repetitive and standard customer service processes with auto-ticketing, macros, notifications, and easy sorting so your agents can focus on delivering personalized support to high-level and more urgent concerns. Quickly check high-level issues or get all critical and relevant information so your agent can provide a more accurate feedback.

Engage customers

Launch live chat across your website and address customer concerns fast or turn them into opportunities. The live chat gives you a real-time, proactive support to possible prospects.

Scalable

While automating frees up your agents from repetitive tasks, it also helps them to keep a high-level customer service standard by focusing on issues and concerns that need more attention. Even if the number of repetitive tasks increases a hundredfold, Kayako’s automation can handle them, so you can focus on reinforcing support for high-level customer calls. Furthermore, automate ticket routing ensures your customers are connected to the right agents fast to address issues quickly before they escalate.

Insights

Kayako helps you check for trends and bottlenecks with its 100 out-of-the-box reports. You can also track performance and use the Kayako Query Language to create custom fields that measure your relevant metrics.

Branding

Customize Kayako based on your corporate logo and colors. Also allows multi-brand support for large companies.

Mobile

Take your customer service on the go. Kayako is accessible via its mobile apps for iOS, Android, Windows, and Blackberry phones and tablets.

Overview of Kayako Features

  • Support ticketing with email integration
  • Fully featured live chat for your customer service portal and website
  • Real-time visitor tracking
  • Real-time messaging for help center and website
  • Set SLAs to keep on top of customer conversations
  • Phone call tracking and recording
  • Enhanced self-service portal
  • Advanced ticket workflows, rules and automations
  • Customizable tickets, chats and customers
  • Custom fields to collect all information needed
  • Enhanced customer and organization profiles for CRM
  • Multiple-plan support
  • Ticket reply and resolution deadline management
  • Set business hours for accurate performance tracking
  • Slack integration
  • Automatic escalation rules to prevent unaddressed customer queries
  • Mobile apps for iOS, Android, Windows and Blackberry
  • Mobile live chat with the Jabber gateway
  • 100+ out-of-the-box help desk reports
  • Custom reports via Kayako Query Language
  • Schedule reports are automatically sent to your inbox
  • Multi-lingual customer support and localizations
  • Customizable look and feel of the help desk
  • Strong support for ecommerce to increase sales and improve loyalty
  • Intuitively designed Help Center enable customers to help themselves
  • Rich customer and organization profiles
  • Simple webhook integration to push customer data into Kayako
  • Shared inbox enhances collaboration

What Problems Will Kayako Solve?

1.  Inconsistent responses, angry customers, stress for support teams

By providing deep knowledge base, more efficient collaboration across multiple help desk reports, strong community support, companies are able to field consistent responses to the satisfaction of customers. This in turn reduces the stress levels of people in support teams.

2.  Customer support is good for nothing else

By allowing for strong integration with marketing, sales and ecommerce solutions, Kayako transforms customer support as integral to the company’s goals to expand its customer base and keep them coming back as loyal clients for years ahead.

Awards & Quality Certificates

Kayako Position In Our Categories

Position of Kayako in our main categories:

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5

Kayako is one of the top 5 Customer Support Software products

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5

Kayako is one of the top 5 Help Desk Software products

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5

Kayako is one of the top 5
Customer Support Software products

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5

Kayako is one of the top 5
Help Desk Software products


Kayako is also listed in the following subcategories:

Category:Position:Category:Position:
Industry-Specific Help Desk Software#3 Live Chat Software#2
Category:Position:
Industry-Specific Help Desk Software#3
Live Chat Software#2

There are well-liked and widely used applications in each software group. But are they essentially the best fit for your company’s unique needs? A market-leading software product may have thousands of subscribers, but does it offer what you require? For this reason, do not blindly spend on popular systems. Read at least a few Kayako reviews and think about the aspects that you desire in the software such as the cost, main features, available integrations etc. Then, shortlist a few systems that fit your needs. Try out the free trials of these products, read online comments, get explanations from the seller, and do your homework meticulously. This exhaustive research is sure to assist you find the best software solution for your company’s unique needs.

How Much Does Kayako Cost?

Kayako Pricing Plans:

Free

  • Up to 3 agents
  • Live chat and email
  • Basic Help Center
  • 600+ integrations with Zapier

Inbox – $9/agent per month

  • All Free features, plus:
  • Email, chat and social
  • Basic Help Center
  • Assignment rules
  • Insights
  • Collision prevention
  • Reply-only macros

Team – $15/agent per month

  • All Inbox Features, plus:
  • Support workflow
  • SLA and business hours
  • Advanced Insights
  • Macros
  • Single sign-on

Growth – $29/agent per month

  • All Team features, plus:
  • Powerful automation
  • Custom views, fields, and forms
  • Custom reporting
  • Multi-brand, multi-language
  • Advanced Help Center customization
  • Organization profiles

Scale – $59/agent per month

  • All Growth features, plus:
  • Advanced workflow customization
  • Internal Help Center
  • Shared organizations
  • Custom security policies
  • Custom roles and permissions
  • Salesforce integration

Enterprise Custom pricing starts at $90/agent

User Satisfaction

We realize that when you make a decision to buy Help Desk Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and Kayako reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with Kayako. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

POSITIVE SOCIAL MENTIONS

204

NEGATIVE SOCIAL MENTIONS

10

Video

Technical details

Devices Supported
  • Windows
  • Linux
  • Android
  • iPhone/iPad
  • Mac
  • Web-based
Language Support
  • English
Pricing Model
  • Free
  • Monthly payment
  • Quote-based
Customer Types
  • Small Business
  • Large Enterprises
  • Medium Business
  • Freelancers
Deployment
  • Cloud Hosted
  • On Premise

What Support Does This Vendor Offer?

  • EMAIL
  • PHONE NO.
  • LIVE SUPPORT
  • TICKETS

Kayako User Reviews

What are Kayako pricing details?

Kayako Pricing Plans:

Free

  • Up to 3 agents
  • Live chat and email
  • Basic Help Center
  • 600+ integrations with Zapier

Inbox – $9/agent per month

  • All Free features, plus:
  • Email, chat and social
  • Basic Help Center
  • Assignment rules
  • Insights
  • Collision prevention
  • Reply-only macros

Team – $15/agent per month

  • All Inbox Features, plus:
  • Support workflow
  • SLA and business hours
  • Advanced Insights
  • Macros
  • Single sign-on

Growth – $29/agent per month

  • All Team features, plus:
  • Powerful automation
  • Custom views, fields, and forms
  • Custom reporting
  • Multi-brand, multi-language
  • Advanced Help Center customization
  • Organization profiles

Scale – $59/agent per month

  • All Growth features, plus:
  • Advanced workflow customization
  • Internal Help Center
  • Shared organizations
  • Custom security policies
  • Custom roles and permissions
  • Salesforce integration

Enterprise Custom pricing starts at $90/agent

What integrations are available for Kayako?

  • 123FormBuilder
  • ActiveCampaign
  • Basecamp
  • BigCommerce
  • Campaign Monitor
  • Chargebee
  • Chargify
  • Constant Contact
  • Customer Thermometer
  • Dropbox
  • Drupal
  • Eventbrite
  • Facebook
  • Flowdock
  • Freshbooks
  • Geckoboard
  • GetResponse
  • GitHub
  • Gmail
  • G Suite
  • Google Analytics
  • Google Calendar
  • Google Drive
  • Help Desk Migration
  • Hootsuite
  • HubSpot CRM
  • Infusionsoft
  • InsightSquared
  • Intercom
  • JIRA Software
  • Joomla
  • LinkedIn
  • MailChimp
  • Marketo
  • Microsoft Dynamics CRM
  • Microsoft Outlook
  • Nicereply.com
  • Nimble
  • Pardot
  • PayPal
  • Pipedrive
  • Pivotal Tracker
  • Podio
  • Quickbooks
  • Recurly
  • Salesforce
  • SalesforceIQ
  • SAML Single Sign-on
  • Shopify
  • Slaask
  • Slack
  • Stripe
  • Sugar CRM
  • SurveyGizmo
  • SurveyMonkey
  • SyncDojo
  • Teamwork Projects
  • Trello
  • Twitter
  • Typeform
  • WHMCS
  • WooCommerce
  • WordPress
  • Wufoo
  • Xero
  • Yammer
  • More apps from Kayako community
  • REST API integrates with your apps and backend systems
  • Zapier
  • Zoho CRM
  • Zuora

User reviews


User reviews in total: 11

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Average Rating:

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The most favorable review

Rosalie

3 months ago


Pros: The following are the plus points of Kayako in my opinion: The app is easy to use, it needs little maintenance, there are useful add-ons to improve functionality, low total cost of ownership, and finally, the system is stable and reliable.

Cons: I have a few grouses: The product development and release plans are not clear. It takes a lot of time and effort to upgrade to the latest version.

The least favorable review

Gilbert

3 months ago


Pros: Kayako offers good ticketing features. It is simple to set up agents and users. The knowledge base helps users to resolve problems on their own. The user portal is good as users can go to this place to create tickets and read knowledge base articles while creating tickets. It is flexible and easy to create knowledge base articles. We can create articles that ours user can utilize and this reduces the number of support tickets. We have used this feature to get rid of written documents which saves us money and time, and is a green initiative as well.

Cons: Kayako does not integrate with remote support systems, which makes it difficult to find out which tickets were resolved with remote support help. Remote support sessions need different software and licenses. Google authentication is not used to create users and I believe we could have set up LDAP.

Published 3 months ago
Verified
user
The following are the plus points of Kayako in my opinion: The app is easy to use, it needs little maintenance, there are useful add-ons to improve functionality, low...



What do you think about this review? Great Poor
Published 3 months ago
Verified
user
Kayako offers good ticketing features. It is simple to set up agents and users. The knowledge base helps users to resolve problems on their own. The user portal is good...



What do you think about this review? Great Poor
Published 3 months ago
Verified
user
I love that Kayako is a stable and robust solution. We have been using the system for the past many years. Technicians can easily manage tickets and clients can access...



What do you think about this review? Great Poor
Published 3 months ago
Verified
user
The vendor understands what customer service is all about and has packed the app with a range of useful features to help companies provide top notch customer support. You...



What do you think about this review? Great Poor
Published 4 months ago
Verified
user
Kayako’s knowledge base is used by our agents for support reference and our end users also use it for self-help to resolve issues on their own. We are able to assign...



What do you think about this review? Great Poor
Published 5 months ago
Verified
user
I like Kayako’s live chat feature, top notch SLA management, the ability to create tickets for email queries, and the ability to define customer parameters for types,...



What do you think about this review? Great Poor
Published 5 months ago
Verified
user
I would mention the following as plus points: We found it easy to set up the hosted system, the app is easy to use with little training needed, good user management,...



What do you think about this review? Great Poor
Published 6 months ago
Verified
user
Kayako offers useful features for our needs and gives us the flexibility to customize the software. The ticket system is an enhanced email feature that our agents can use...



What do you think about this review? Great Poor
Published 6 months ago
Verified
user
I like that Kayako offers plenty of features that save us time. Our SLA warnings ensure our agents don’t forget to update tickets when they get busy. The app offers...



What do you think about this review? Great Poor
Published 7 months ago
Verified
user
Kayako is a user-friendly software for our agents and customers. We don’t have to log into the web portal as we can see all tickets through email. It is easy to post...



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