Price

$24

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Kayako REVIEW

Help Desk Software

1 user review
USER SATISFACTION 95%
OUR SCORE 8.6

What is Kayako?

Kayako is an on-premise or 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. Trusted by over 30,000 organizations worldwide, the software can serve a wide range of customer service needs, from small businesses to the largest companies.

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.

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.

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
  • Phone call tracking and recording
  • Enhanced self-service portal
  • Advanced ticket workflows, rules and automations
  • Customizable tickets, chats and customers
  • Enhanced customer and organization profiles for CRM
  • Multiple-plan support
  • Ticket reply and resolution deadline management
  • Set business hours for accurate performance tracking
  • 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

Kayako Position In Our Categories

Position of Kayako in our main categories:

50

Kayako is one of the top 50 Customer Support Software products

20

Kayako is one of the top 20 Help Desk Software products

50

Kayako is one of the top 50
Customer Support Software products

20

Kayako is one of the top 20
Help Desk Software products


Kayako is also listed in the following subcategories:

Category:Position:
Live Chat Software#9

Each company has different requirements and requires an application that can be customized for their size, type of staff members and clients, and the specific industry they are in. For these reasons, no system can provide perfect features off-the-shelf. When you search a software product, first be sure what you need it for. Read some Kayako reviews and ask yourself do you want basic features or do you want advanced functionality? Are there any industry-specific tools that you are seeking? Find the answers to these questions to aid your search. There are multiple elements that you need to consider and these include your budget, specific business wants, your company size, integration requirements etc. Take your time, check out a few free trials, and finally choose the system that presents all that you want to boost your company competence and productivity.

How Much Does Kayako Cost?

Kayako Pricing Plans For Enterprises & Small Business:

Kayako is a help desk software sold either as a SaaS or on-premise. SaaS is sold in the following plans:

  • Case ($24 per month, billed annually or $29 monthly): per agent; ticket and email management; intelligent ticket routing and workflows; set targets and track reply deadlines
  • Engage ($24 per month, billed annually or $29 monthly): per agent; roll-out live chat; real-time visitor monitoring; voice and click-to-call
  • Fusion ($39 per month, billed annually or $49 monthly): per agent; email + tickets + live chat + calls; every conversation tracked

The on-premise version is sold as the following:

  • Case ($3,000 per year): 10 agents; ticket and email management; intelligent ticket routing and workflows; set targets and track reply deadlines
  • Engage ($3,000 per year): 10 agents; roll out live chat straight away; real-time visitor monitoring; VoIP integration + click-to-call
  • Fusion ($4,000 per year): 10 agents; live chat + email + tickets + voice; every conversation tracked

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

73

NEGATIVE SOCIAL MENTIONS

10

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Technical details

Devices Supported
  • Windows
  • Linux
  • Android
  • iPhone/iPad
  • Mac
Language Support
  • USA
  • UK
  • Canada
  • China
  • Germany
  • India
  • Japan
Pricing Model
  • Monthly payment
  • One-time payment
Customer Types
  • Small Business
  • Large Enterprises
  • Medium Business
  • Freelancers
Deployment
  • On Premise

What Support Does This Vendor Offer?

  • EMAIL
  • PHONE NO.
  • LIVE SUPPORT
  • TICKETS

What are Kayako pricing details?

Kayako Pricing Plans:

Kayako is a help desk software sold either as a SaaS or on-premise. SaaS is sold in the following plans:

  • Case ($24 per month, billed annually or $29 monthly): per agent; ticket and email management; intelligent ticket routing and workflows; set targets and track reply deadlines
  • Engage ($24 per month, billed annually or $29 monthly): per agent; roll-out live chat; real-time visitor monitoring; voice and click-to-call
  • Fusion ($39 per month, billed annually or $49 monthly): per agent; email + tickets + live chat + calls; every conversation tracked

The on-premise version is sold as the following:

  • Case ($3,000 per year): 10 agents; ticket and email management; intelligent ticket routing and workflows; set targets and track reply deadlines
  • Engage ($3,000 per year): 10 agents; roll out live chat straight away; real-time visitor monitoring; VoIP integration + click-to-call
  • Fusion ($4,000 per year): 10 agents; live chat + email + tickets + voice; every conversation tracked

What integrations are available for Kayako?

  • Basecamp
  • Drupal
  • Freshbooks
  • Joomla
  • Mailchimp
  • Salesforce
  • SAML Single Sign-on
  • WHMCS
  • WordPress
  • Yammer
  • More apps from Kayako community
  • REST API integrates with your apps and backend systems

User reviews


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Flora

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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...

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