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Kayako Review

Kayako
Our score: 9.0 User satisfaction: 95%

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 help desk and live chat solutions, Kayako helps companies manage customer requests and conversations over any channel, support customers better, and stay personal as they grow.

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) Slow customer connects response time.

Kayako’s solutions instantly connect with customers, with a human touch.

2) Costly licenses for your business needs grow.

Kayako offers payment solutions and support levels to scale with your growing business.

3) Losing track of the conversation.

Kayako connects to multiple platforms, and devices, so your conversation can pick up across your customer’s media usage.

Kayako Position In Our Categories

Since businesses have their own business-related wants, it is only prudent that they abstain from adopting a one-size-fits-all, ideal business application. Nevertheless, it is nearly futile to try to discover such an app even among sought-after software products. The rational thing to undertake would be to write the varied significant aspects which demand careful thought including key features, packages, skill capability of staff, organizational size, etc. Next, you must perform your product research fully. Read some of these Kayako analyses and check out each of the software programs in your shortlist in detail. Such detailed research ascertain you avoid poorly fit software solutions and choose the one that delivers all the aspects your business requires.

Position of Kayako in our main categories:

TOP 20

Kayako is one of the top 20 Customer Support Software products

TOP 20

Kayako is one of the 20 Help Desk Software products

Kayako is also listed in the following subcategories:

Since each enterprise has particular business requirements, it is prudent for them to desist from looking for a one-size-fits-all perfect software system. Needless to say, it would be futile to try to find such a system even among popular software applications. The smart thing to do would be to jot down the various essential aspects that need consideration such as required features, budget, skill levels of staff members, company size etc. Then, you should do your groundwork thoroughly. Read some Kayako Help Desk Software reviews and check out each of the other apps in your shortlist in detail. Such comprehensive research can ensure you discard ill-fitting systems and choose the system that offers all the features you require for business success.

How Much Does Kayako Cost?

Kayako Pricing Plans:

Free Trial

Free

Free

Inbox

$9/agent per month

Team

$15/agent per month

Growth

$29/agent per month

Scale

$59/agent per month

Enterprise

$90/agent

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

Positive Social Media Mentions 204
Negative Social Media Mentions 10

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.

Video

Technical details

Devices Supported

  • Windows
  • Linux
  • Android
  • iPhone/iPad
  • Mac
  • Web-based

Deployment

  • Cloud Hosted
  • On Premise

Language Support

  • English
  • German
  • Hindi
  • Spanish
  • French

Pricing Model

  • Free
  • Monthly payment
  • Quote-based

Customer Types

  • Small Business
  • Large Enterprises
  • Medium Business

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

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Kayako Comparisons

Kayako user reviews

Ideal for Startups and SMEs

Read full review >
Trystan
4/5

Overall Impression

3/5

Customer Support

3/5

Value for Money

3/5

Ease of Use

Published on: 21.10.2019 Company Size: Industry: N/A

We have a very positive experience with it.

Read full review >
Laurie
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 04.10.2019 Company Size: Industry: Higher Education

Improved customer satisfaction rating

Read full review >
Janae
4/5

Overall Impression

3/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 22.09.2019 Company Size: Industry: Venture Capital & Private Equity

Top class help desk software and company

Read full review >
Brandon
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 18.09.2019 Company Size: 11-50 Employees Industry: Information Technology and Services

Intuitive workflows equal user adoption

Read full review >
Annetta
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 17.09.2019 Company Size: Industry: Information Technology and Services

What are Kayako pricing details?

Kayako Pricing Plans:

Free Trial

Free

Free

Inbox

$9/agent per month

Team

$15/agent per month

Growth

$29/agent per month

Scale

$59/agent per month

Enterprise

$90/agent

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
  • Webhooks
  • WHMCS
  • WooCommerce
  • WordPress
  • Wufoo
  • Xero
  • Yammer
  • More apps from Kayako community
  • REST API integrates with your apps and backend systems
  • Zapier
  • Zoho CRM
  • Zuora

Kayako average rating:

Average score
4.9/5 (16 user reviews)
5/5

Overall Impression

4/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Write your own review of this product

ADD A REVIEW

The most favorable review

Flora

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.

Reviewed 2 years ago

Read full review >

The least favorable review

Janae

PROS: Kayako allows us to centralize our help desk channels in one place. That means more synchronized customer service. On top of that, it helps us track tickets in real time. We have a process where a ticket that has gone past its timeline triggers a notification to both the agent and team leader. We now have a more optimized way of handling issues.

CONS: Pricing is a bit higher than competitors. Aside from this, we're happy with Kayako to the point that we're ready to pay more for our experience with it.

Reviewed 4 months ago

Read full review >

More reviews from 16 actual users:

Sort by:

Latest
  • Latest
  • Most useful
  • Most positive
  • Most negative

Ideal for Startups and SMEs

Read full review >
Trystan
4/5

Overall Impression

3/5

Customer Support

3/5

Value for Money

3/5

Ease of Use

Published on: 21.10.2019 Company Size: Industry: N/A

PROS: I like how intuitive the software is. I was able to find my way around after going through basic training. It is easy to learn how each feature functions. The ease of workflow and building support channels according to our organization’s need is also commendable.

CONS: There is nothing I don’t like about this software. But it is important to note that this tool is made for beginners so expect no powerful features for building a support team. It is already a great tool for business with basic needs.

What do you think about this review? Great Poor

We have a very positive experience with it.

Read full review >
Laurie
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 04.10.2019 Company Size: Industry: Higher Education

PROS: We've had tried other help desk software and I can say Kayako is one of the easiest to set up and navigate. The UI is neat and organizes customer emails and social media messages logically so it's easy to follow conversations. I'm comfortable using it, our agents find it easy to adopt, so the whole team is happy with it.

CONS: Vendor can improve response time especially that our response time can be dependent on theirs. We haven't encountered any major issue though, just saying that in case we do, I'll be happy to get it fixed fast.

What do you think about this review? Great Poor

Improved customer satisfaction rating

Read full review >
Janae
4/5

Overall Impression

3/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 22.09.2019 Company Size: Industry: Venture Capital & Private Equity

PROS: Kayako allows us to centralize our help desk channels in one place. That means more synchronized customer service. On top of that, it helps us track tickets in real time. We have a process where a ticket that has gone past its timeline triggers a notification to both the agent and team leader. We now have a more optimized way of handling issues.

CONS: Pricing is a bit higher than competitors. Aside from this, we're happy with Kayako to the point that we're ready to pay more for our experience with it.

What do you think about this review? Great Poor

Top class help desk software and company

Read full review >
Brandon
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 18.09.2019 Company Size: 11-50 Employees Industry: Information Technology and Services

PROS: 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 ticket info and provide their response. The inbuilt automation functionality saves us plenty of time. In my opinion, Kayako is the best software in the market for its price.

CONS: The software lacks scheduling and dispatch functionality. Time entry for support agents is a basic feature and could be improved.

What do you think about this review? Great Poor

Intuitive workflows equal user adoption

Read full review >
Annetta
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 17.09.2019 Company Size: Industry: Information Technology and Services

PROS: We've had a few failed tech adoption in the past, but Kayako showed that the whole company can get behind a new app. Our customer service agents are happy with it, they can quickly track conversations, while sales reps are liking it for the leads. Managers are happy, too, with the way they've gained visibility across their teams without being intrusive. Overall, Kayako has given us a more seamless workflow that cuts across siloed departments.

CONS: Integration is quite a problem at the low-price tiers. We upgraded to the premium plan, and it works just fine. We're able to hook it up to our CRM. It seems Kayako is best for larger companies with a budget for premium tools.

What do you think about this review? Great Poor

Affordable plus easy to setup and easy to use

Read full review >
Anonymous Reviewer
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 26.11.2018 Company Size: 1-10 Employees Industry: Information Technology and Services

PROS: Full-featured straight out of the box. We could support customers and prospects across email, social and live chat without any elaborate setup or 3rd party integrations

CONS: We'd like to see more customization in the new kayako.

What do you think about this review? Great Poor

Easy to use and versatile help desk

Read full review >
Rosalie
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 14.10.2018 Company Size: 1-10 Employees Industry: Information Technology

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.

What do you think about this review? Great Poor

Good app for basic help desk requirements

Read full review >
Gilbert
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 12.10.2018 Company Size: More than 100 Employees Industry: Non-Profit Organization

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.

What do you think about this review? Great Poor

Great value for investment

Read full review >
Pete
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 27.04.2018 Company Size: 11-50 Employees Industry: Computer Software

PROS: 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 can use the app to boost customer satisfaction. It is a professional system that enables you to provide an effective communication platform to your customers. Kayako is easy to configure and we implemented it quickly. To top it all, the vendor offers fast and helpful customer support themselves.

CONS: There are a couple of drawbacks. We use the hosted version which does not offer options for add-ons. Plus, we use Kayako’s API but it doesn’t support what we need to effectively track our support workload.

What do you think about this review? Great Poor

Excellent app for managing and tracking customer support

Read full review >
Flora
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 09.03.2018 Company Size: More than 100 Employees Industry: Higher Education

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.

What do you think about this review? Great Poor

Kayako has boosted our support services

Read full review >
Franklin
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 26.02.2018 Company Size: More than 100 Employees Industry: Computer & Network Services

PROS: 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, statuses, etc.

CONS: There a few glitches: You cannot share files in the live chat, the learning curve is really steep, you cannot offer inline comments on an existing update, and finally, the default text editor needs to be improved.

What do you think about this review? Great Poor

Kayako advantages and drawbacks

Read full review >
Miriam
4/5

Overall Impression

4/5

Customer Support

4/5

Value for Money

4/5

Ease of Use

Published on: 06.02.2018 Company Size: More than 100 Employees Industry: Mechanical or Industrial Engineering

PROS: 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, helpful knowledge base, and customers and managers can easily access tickets.

CONS: I can point out three drawbacks: Admin should be able to create a new custom status named “Pending” where tickets can be kept in limbo. It is difficult to calculate SLAs without “Pending” time. Second, it is hard to create reports with KQL codes. Third, a user response opens even closed tickets. If a user replies with “thank you”, it opens a closed ticket. Because of this, a ticket can never get closed if a user is utilizing auto reply email, for example, with the phrase “Out of office”.

What do you think about this review? Great Poor

Offers amazing features

Read full review >
Moses
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 26.01.2018 Company Size: 11-50 Employees Industry: Higher Education

PROS: 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 for collaboration. Our customers can use it as a single point of contact for all their issues.

CONS: There are many useful options and features that we haven’t fully explored as we haven’t had the time to implement the solution thoroughly. In my company, I am the only full-time employee and I manage more than 40 part-time employees. So, I don’t have the time to explore and make use of the software more thoroughly.

What do you think about this review? Great Poor

Packed with rich features

Read full review >
Casey
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 09.01.2018 Company Size: More than 100 Employees Industry: Printing

PROS: 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 hundreds of out of the box reports which give metrics for almost everything. The product is very flexible, which means we haven’t fully explored all the features yet, but the app works smoothly and we are looking forward to improving our experience as we learn more about the system.

CONS: I have no major complaints. My only small wish is that the vendor releases updates more quickly. This is because they continue to add amazing improvements to the app and I would like to have quick access to these developments.

What do you think about this review? Great Poor

Easy to use application

Read full review >
Elena
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 28.12.2017 Company Size: More than 100 Employees Industry: Retail

PROS: 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 files, documents, and articles. The software is basic and yet offers plenty of advanced features if you are interested in them. I appreciate that we can customize the website by adding our company logo to it. It is simple for each user to set up their own rules for the email notifications they get.

CONS: We are an international customer and had some difficulty in paying the subscription due to security regulations for international payment. But the vendor’s help agents were responsive and assisted us to resolve the issue quickly. While the system is user-friendly, I found a few of the admin features to be a little complex to use.

What do you think about this review? Great Poor

Beats our expectations

Read full review >
Darrel
5/5

Overall Impression

5/5

Customer Support

5/5

Value for Money

5/5

Ease of Use

Published on: 18.12.2017 Company Size: More than 100 Employees Industry: Computer Software

PROS: 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, Kayako’s features and capabilities have beat my expectations.

CONS: There are a few occasional issues, but the product is great overall. We took our time to upgrade to Version 4, but the upgrade has made our user experience more enjoyable. We are looking forward to using the new features effectively in the future.

What do you think about this review? Great Poor
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Reviewed By Nestor Gilbert
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