Price

$24

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Kayako REVIEW

Help Desk Software

11 user reviews
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

50

Kayako is one of the top 50 Help Desk Software products

50

Kayako is one of the top 50
Customer Support Software products

50

Kayako is one of the top 50
Help Desk Software products


Kayako is also listed in the following subcategories:

Category:Position:Category:Position:
Live Chat Software#11
Category:Position:
Live Chat Software#11

Since each organization has particular business needs, it is advisable for them to desist from searching for a one-size-fits-all ideal software application. Needless to say, it would be futile to try to find such an app even among widely used software solutions. The intelligent thing to do would be to list the various important elements that require consideration such as key features, finances, skill levels of staff members, company size etc. Then, you should do your groundwork thoroughly. Read some Kayako reviews and check out each of the other solutions in your shortlist in detail. Such in-depth groundwork can make certain you reject ill-fitting applications and zero in on the app that provides all the features you require for business success.

How Much Does Kayako Cost?

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

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
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

Kayako User Reviews

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


User reviews in total: 11

8
3
0
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Average Rating:

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The most favorable review

Flora

2 months ago


Pros:
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 tickets to specific agents which helps us to provide excellent support and also aids in project management. We can see the ticket history of all our end users and run reports for insight on important support trends. This helps us to learn patterns in our end users’ support requirements using which we can provide training to our agents in areas where they need improvement.

Cons:
The search functionality needs to be improved. It is hard to search for particular keywords as the articles in the knowledge base are indexed poorly. The reporting feature is also below par. It is difficult to understand the KQL language. I would have preferred SQL to create custom reports.

The least favorable review

Gilbert

2 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 2 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 2 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 2 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 2 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 4 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 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...



What do you think about this review? Great Poor
Published 4 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
Our company has been using Kayako for many years. Initially, the low cost put me off as I thought it wouldn’t be as good as the higher priced systems. However,


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 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...



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