Kayako Software

Reduced time answering questions during billing

Pros

Always available. Ease of use. Customization ability. Availability of support staff, Knows the product inside and out.

Cons

Only ONE feature, does not print the notes when using the PRINT functions. Cost to add another user a bit higher than expected.

Able to track Sales and Support tickets easily!

Pros

Easy to use
I can view customer info easily
I can leave detailed notes for my coworkers
The flag feature is helpful for different tags

Cons

A little unintuitive
Sometimes is a little slow
Crashes on occasion, and when it does other systems tend to fail too.

Our business runs on it

Pros

Customizable gives a lots of a lot of options on how we want to set up the support page.

Decent support too.

Cons

Not easey to set up, it took us a long time and the assistance we got was somewhat lacking in instructions.

Was able to set up a knowledge base quickly and add chat widget to our software for users to have quick access to it. I also like the app and the way it streamlines our support communications.

Pros

Covers the complete client journey from prospect to client without having to purchase separate apps. Has plenty of integrations and I'm using Kayako with WHMCS as well. I like the ability to create different knowledge bases.

Cons

No real cons for me. The only aesthetic thing I don't like is the look of the chat widget. Looks alien and not as sleek as other platforms like Crisp, Drift and Intercom.

Pros

The older "classic" version is very customizable, but does require considerable technical aptitude.

Cons

The interface is a bit clunky and isn't very intuitive. You need need to know how to do basic html, css and even some js to get the client-facing side usable.

Pros

Ability to create custom fields to accommodate our business needs. Ability to create custom views. Ability to add private notes on a ticket, profile, and organization.

Cons

There is no customer support for the product and all enhancements or basic customer support questions must be sent to one consultant.

Pros

It is a pritty straight forward tool to use. Teaching it to others is also quite simple. Connecting it into inbox accounts is done through pop3, nevertheless it is also simple.

Cons

Performance issues when it comes to large tickets eg. 3MB text tickets, and also if you have eg. 3 million of tickets and you use the general search, then it searches through the 3 million tickets causing large performance issues in all the tool. Support is sometimes difficult as you have to describe every single issue per email. In the past it was easier to get support per chat.

Visiting customers to our website can be seen once this implemented.

Pros

One click integration, easy to use, friendly UI, one interface to most of the platform such as (Facebook, Twitter)

Cons

Need bit improvement from latest technologies such Artificial Intelligence. If world changing customer experience CHATBOTS can be integrated with the package will be one of the best products in the market for sure.

Pros

Kayako gives a lot of powerful information based on what you need, most especially in handling customer service

Cons

They normally reply through email, and a value for money is also a deal most especially when you gather information that can help in work, anyways overall it was a good software providing all information that you need and it's friendly webpage

Pros

The software appears like since the design has been made more minimal.
The speed of updates and changes to a ticket is fantastic

Cons

Upgrades are always a pain, but it seems it's optimized as best as can be possible.
Other than that, there really isn't much to complain about

Pros

I like the UI and again, the ease of use. The system is quick to pick up and is easy to recommend to someone.

Cons

It is hard to manage all the information you have when you are searching for things. This causes issues especially if there are tickets from the past you need to do research.

Pros

I really like the clean and simple interface. Its a pleasure to use and looks really nice on a mretina screen :)

Cons

I found the documentation really lacking particularly for the section about setting up conditional triggers.

Pros

I like the fact that I am able to organize and keep track of the tickets I need to attend using many subfolders under my main folder.

Cons

In some cases the filter is limited in such a sense that "not equal" terms need to be used to create meangful filter structures.

overview of support tickets, staffmembers and ongoing tasks at customers

Pros

installation On premiss.
lightning fast ticket handling for staff members and servicedesk.
Ticket handling / email integration works smooth and simple

Cons

missing bits and pieces in API and datamodel.
integration of the custom fields created on Ticket / timetrack/Billing

Pros

the speed increase and the stability even though we have 100's of thousands of tickets.
I'm assuming you're using more AJAX to load content which helped to improve the speed.
I especially like the "light" design and how minimalistic the design of the site is. The focus is on speed which in return helps with speed of customer service.
Use of the LoginShare to connect with OAuth2 to allow single login ID is fantastic.

Cons

somewhat complex upgrade.
technically the upgrade process is not that bad considering the sheer number of attachments in the system.

fast responses to our clients

Pros

user friendly and really easy to used and create tickets to respond to ticket and assign ticket between techs

Cons

the only issue I have is with the phone app it needs more work since they are some limitation on the app for the cellphone

Pros

Kayako offers great flexibility for a cloud based customer support system. Their customer support is great.

Cons

Reporting could be a little more robust, and being able to select defaults for tickets is a much needed improvement we're still waiting for

Pros

I think that the realization of presenting information and abilities to manage your customer's queries ideally combined in Kayako. The possibility for your clients to send requests via live chat if someone from your support team available is also quite pleasant. If the staff of your company is out of the office the customers can leave a message and support team will revert back to them as soon as they reach the office. The ability to redact any task-card that you need also convenient.

Cons

In this software, you have the possibility to do a search among all the task-cards or tickets that you have. In little\medium size company with 10-200 customers, it works fine. While having more than 600 requests making the searching process a bit complicated, so it would be great to make this easier.

Pros

Very easy to use and manage, great interface for help desk purposes that allows users to be assigned to various cases.

Cons

Could be easier in terms of archiving and searching for cases and would like to see more robust reporting features.

Easy to install and maintain, this is truly easy to use.

Pros

The embedded live chat looks great and very easy to use because visitors click the chat icon, start a chat, and are immediately prompted.

Cons

Sometimes attaching a file can be difficult, and receiving email attachments yet limit for sizes 10 Mb or lower.