Intuitive workflows equal user adoption

What are the best aspects of this product?

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.

What aspects are problematic or could work better?

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 specific problems in your company were solved by this product?

It helps us roll out a personalized customer support strategy. We can literally deal with each query, address it in context. Automation offloads much of the process to sort tickets.

Are you a current user of this product?

Yes