Offers amazing features

What are the best aspects of this product?

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.

What aspects are problematic or could work better?

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 specific problems in your company were solved by this product?

We use Kayako for self-help documentation and to track the issues of our internal support organization. The app helps our support unit to track and manage important issues as they arise. It offers a consistent and unified messaging platform that allows our agents to communicate effectively with our customers. Our management can easily monitor what our agents are doing, their performance quality and efficiency, and the time frame in which tasks are getting accomplished.

Are you a current user of this product?

Yes