Kayako has boosted our support services

What are the best aspects of this product?

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.

What aspects are problematic or could work better?

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 specific problems in your company were solved by this product?

Kayako offers us a lot of benefits. It has made our SLA management automatic and easy. We are able to post internal notes and delegate tickets to various agents. We are able to ensure no customer query slips through the cracks.

Are you a current user of this product?

Yes