Kayako Software


 

Kayako is a cloud-based customer support platform that integrates various support channels such as email, live chat and phone calls. This integration helps users manage multi-channel customer support and assists with internal and customer-facing communication. 

Kayako allows users to track conversations across email, chat, social media and help center tickets. The chat tool enables users to start new conversations or pick up existing ones through the help center module or a user’s website and apps. The ticket management system can organize tickets using tags or prioritize them based on current status.

Agents and service managers can create shortcuts for repetitive tasks and set up automatic notifications for specific situations. Kayako can integrate with applications such as Salesforce, Slack, LinkedIn and Stripe, as well as social media channels like Facebook and Twitter. The collaborator feature allows any employee to access customer data.

 

Kayako - Unified cases
 
  • Kayako - Unified cases
    Unified cases
  • Kayako - Help center
    Help center
  • Kayako - Kayako messenger
    Kayako messenger
  • Kayako - Insights and reporting
    Insights and reporting
Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Mac OS, Linux, Web browser (OS agnostic), Windows 2000, Windows 8

50 Reviews of Kayako

 

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Software Advice Reviews (8)
More Reviews (42)

Showing 1-8 of 8

Zane from Trustico Online Limited
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

October 2017

October 2017

Excessive Charges For Existing Customers

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I recommend buying an alternate solution instead of Kayako until such time as they look after their customers, stop hiking the prices up and respond to support requests.

Pros

The download version is excellent software and has many great features for supporting customers via email, telephone and live chat.

Cons

Kayako charge existing customers that have perpetual licenses extremely high charges for support. Kayako introduced new excessive support and upgrade charges well beyond the original agreement that perpetual licences holders had originally agreed and signed up for. Failure to pay the additional charges means that software updates are not available. Kayako has many bugs which are resolved with the upgrades.

Review Source
 
 

Tonia from Orbis Communications
Specialty: Software / IT
Number of employees: 11-50 employees Employees number: 11-50 employees

November 2016

November 2016

Kayako Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

The Program looks very user friendly and easy to use. We are currently using an older version of the system, it's exciting to see that the latest version has all the bells and whistles their competitors have.

Cons

The community forum is very basic.

 
 

Adrienne from ResDAC
Specialty: Education
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2016

October 2016

Kayako On-Premise

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

We use Kayako on-premise for our ticketing software to handle request and tickets. Kayako is fairly intuitive, and most users are able to do the majority of tasks we need them to. We find the on-premise solution to have the ability to be customized, which really is the biggest plus for making it fit how our workflow functions. Weaknesses are the ease of reporting, as you must be familiar with KQL to build complex reports. We have also felt like updates are a bit too few and in between. Interactions with Kayako customer service has been a challenge. The system itself can be glitchy with hard to pinpoint intermittent errors. Overall, the cost is very value friendly on a per/user basis, and it generally does what we need it to do.

 
 

Alex from Nowclosings.com
Specialty: Real Estate

March 2015

March 2015

Very clean and very user-friendly.

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Likes Best

For me personally, the option to color code different categories separately helps my day run smoothly due to its organizational capabilities.

Likes Least

There are times where attaching a file can be difficult. It will always send but sometimes may take 2-3 attempts. It's the same with receiving email attachments of certain sizes. It can be a bit limited when receiving emails over 10MB.

Recommendations

It's a very easy system to pick up and transition teams over too. When dealing with large files, you will need to keep your host email address open as a backup. Other than that, it's very user-friendly.

 
 

Brandon from NOWclosings.com
Specialty: Real Estate

February 2015

February 2015

Kayako has without a doubt improved our customer service and efficiency.

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

Before Kayako, we managed all of our "issue tickets" in a Gmail box that multiple people signed into. It was so hard to keep track of who handled what? Now, everything gets attention, and nothing slips through the cracks!

Also, whenever I do have a question, which is rare, the IT support team is always easy to work with.

Likes Least

The only thing that I dislike comes from the fact that we use the software as kind of a "work around" rather than a traditional Help Desk. So, some things require a couple more clicks than I'd prefer, but that's just being nit picky.

Recommendations

I would stack up Kayako against any competitors. It works great, and the per user pricing is very affordable.

 
 

Nathaniel from Shore Power Inc.
Specialty: Retail

February 2015

February 2015

A solid product with a lot of potential

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

Self hosting is an option that a lot of vendors don't offer in this day in age. It allows for powerful integrations and customization (if you have the patience and know PHP). We are able to self-host it on the Rackspace cloud and have it integrated into a site with 15k/Daily Unique visitors without any issues.

Likes Least

They've substantially raised the pricing since we adopted the system (nearly 4x).

Recommendations

We are grandfathered in on the old pricing. The new pricing is still reasonable, but it may not make sense for all organizations.

 
 

Randall from Northwestern
Specialty: Healthcare / Medicine

February 2015

February 2015

Excellent customer service solution that you can install locally

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

I like the excellent support, UI, extensibility, and ability to install locally.

Likes Least

I think its written in PHP which is not extremely popular with our technical team.

Recommendations

Kick the tires on the cloud-based demo instance. Mock up your workflows, set up email queues, and try fielding some real tickets.

 
 

Gary from GBM Solutions Ltd
Specialty: Software / IT

February 2015

February 2015

Saved us countless hours of support time and improved our service

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

The extensive configuration really helped us ensure we met all our customer SLAs and ensured our staff gave out consistent help and advice to our customers.

Likes Least

I don't really have too many complaints. I guess I would like it if the pattern matching rules were a little easier to configure.

Recommendations

Make good use of the free trials. Get your department managers on board and ensure it works for everyone.

 
 
 
Showing 1-20 of 42

Rick from Telco Automation Inc
Number of employees: 2-10 employees Employees number: 2-10 employees

April 2018

April 2018

ALWAYS Works. When not working, fixed issue in 30 seconds. FANTASTIC Support

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra
 

Kurtis from Horizon DataSys
Number of employees: 51-200 employees Employees number: 51-200 employees

April 2018

April 2018

IT Admin instructed me use this, it works well

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra
 

ram from Horizon Datasys
Number of employees: 11-50 employees Employees number: 11-50 employees

April 2018

April 2018

Works for what we need

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra
 


April 2018

April 2018

Very good all in one support solution

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Quality
Value for Money
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Support

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.

Review Source: Capterra
 

Gabrielle from VH

April 2018

April 2018

Fairly robust support software at an "ok" price

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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.

Review Source: Capterra
 

Faith from Research Data Assistance Center (ResDAC)

April 2018

April 2018

Love the features of the product.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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.

Review Source: Capterra
 

Cynthia from Swarovski

April 2018

April 2018

It is a ticketing solution for small to mid-size businesses.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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.

Review Source: Capterra
 

Mohamed from Etisalat Lanka (Pvt) Ltd
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

April 2018

April 2018

Splendid performance I've seen once we integrated kayako software with our platform.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra
 

Monique from Customer service organization

April 2018

April 2018

Amazing!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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

Review Source: Capterra
 

Ernëst from Pixologic

April 2018

April 2018

The new enhancements to speed up ticket viewing and responses is amazing!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
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Product Quality
Quality
Value for Money
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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

Review Source: Capterra
 


April 2018

April 2018

Pretty easy to use and simple. Makes completing tickets easy.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
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Product Quality
Quality
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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.

Review Source: Capterra
 

Samir from Zitorim
Number of employees: 1 employee Employees number: 1 employee

April 2018

April 2018

Mostly pleasant, but i had a few issues with certain features

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
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Product Quality
Quality
Value for Money
Value
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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.

Review Source: Capterra
 

Denise from PipeOne Communications

April 2018

April 2018

Great Product

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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.

Review Source: Capterra
 

henrik from tachodata

April 2018

April 2018

easy to use, flexible

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

Review Source: Capterra
 

Ernest from Pixologic

April 2018

April 2018

so far great. good response time. Love the new installed version of Kayako. It's so much faster!!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
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.

Review Source: Capterra
 

Josue from Summithosting
Number of employees: 11-50 employees Employees number: 11-50 employees

April 2018

April 2018

is really good and easy to use

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

Review Source: Capterra
 

Weston from Farm Credit of New Mexico

April 2018

April 2018

Easy to configure and use

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
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Product Quality
Quality
Value for Money
Value
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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

Review Source: Capterra
 

Adrianna from 777 Bets
Number of employees: 201-500 employees Employees number: 201-500 employees

April 2018

April 2018

Create warm and helpful supporting for your clients

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Functionality
Product Quality
Quality
Value for Money
Value
Support
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.

Review Source: GetApp
 


April 2018

April 2018

Great software for keep track of help desk inquiries

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
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Quality
Value for Money
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Support
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.

Review Source: Capterra
 

Edward from Wallace Solution, C.A.
Number of employees: 11-50 employees Employees number: 11-50 employees

April 2018

April 2018

Excellent customer service

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Review Source: Capterra