We have a very positive experience with it.

What are the best aspects of this product?

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.

What aspects are problematic or could work better?

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 specific problems in your company were solved by this product?

Clearly, our customer support has improved a lot. We have a faster response time and resolution cycle. This translates to more customers, so I'd go out of the way to say Kayako has helped us improve our bottom line.

Are you a current user of this product?

No