Improved customer satisfaction rating

What are the best aspects of this product?

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.

What aspects are problematic or could work better?

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 specific problems in your company were solved by this product?

We have substantially improved our customer satisfaction rating. While this is attributed to the training our team has undergone, using Kayako as the core tool for the shift from disparate channels to a single location has been strategic.

Are you a current user of this product?

Yes