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

133 Reviews of Kayako

 

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Software Advice Reviews (10)
More Reviews (123)

Showing 1-10 of 10

Andres from atiko7
Specialty: Software / IT
Number of employees: 2-10 employees Employees number: 2-10 employees

August 2018

August 2018

Great partner for customer support

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

Very complete tool for customer support. Having tickets, knowledge base, assistants, escalation rules, custom templates and chats are very easy to setup.

Cons

Pricing could turn high with a big team of agents. If you need custom development or training you must hire third party companies.

Review Source
 
 

Allison from Lazard
Specialty: Other
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

May 2018

May 2018

Kayako is an advance in potential customers.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I have been able to establish better attention with potential clients within my company, in this way, it has had a better control and thus obtain better finances. Potential customers have been satisfied when we use Kayako because we serve them at any time of the day.

Pros

The best thing about Kayako is that it has many, many ways to communicate with a potential client, and this is very important and very influential because it allows a connection with more progress and makes the client get more attention.

Cons

I think you should improve a couple of things, such as prices, and customer service, the design should leave it as it is since it gives a lot of comfort and is nice, but should fix the support by 80% so that a better customer service.

Review Source
 
 

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 123

Jon from 3form
Number of employees: 201-500 employees Employees number: 201-500 employees

October 2018

October 2018

Kayako worked for us

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

We installed the On-Prem version of Kayako and for the most part were happy with its functionality and management of our help tickets.

Pros

Kayako allowed us to manage our Help Desk while keeping costs down but still providing enough functionality to streamline our support and communication to the users.

Cons

There wasn't any integration withour Scrum and Agile software tools (and it didn't have the functionality on its own) so it made it double work to move a Trouble Ticket to a Task

Review Source: Capterra
 

Bryan from Uncord Technologies
Number of employees: 2-10 employees Employees number: 2-10 employees

October 2018

October 2018

Has great value with free live chat and knowledgebase

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

You can integrate your social media so that messages and tweets create tickets. Free live chat widget and customization knowledgebase. Also can create multiple knowledgebases.

Cons

Can't really create tickets internally. Everything is based on 'conversations' that come in.

Review Source: Capterra
 

Emmanuel M from Nivacity (PTY) Ltd
Number of employees: 11-50 employees Employees number: 11-50 employees

September 2018

September 2018

Reasonable help desk software

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 livechat and helpdesk combination makes this software stand out the most. and sligthly cheaper than livechatinc. The interface is pretty neat too

Cons

For the price, they are cheaper better livechat software out there but the support is outstanding. 5 stars for that.

Review Source: Capterra
 


September 2018

September 2018

Good system for small companies

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

Good value for money, sufficient features, friendly support.

Cons

Reliability issues, not enough access to settings.

Review Source: Capterra
 

Yashasvi from nagarro
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

September 2018

September 2018

A good customer support portal but more features needed

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 provides a service desk where we can raise issues and get them resolved. I have been using it for raising requests and issues in the organisation and it is quite simple to use. It maintains a history of all the requests. We can also follow up and re-open the requests. It well integrates with the corporate email too.
Its very effective for day to day use.

Cons

There is live chat feature but it do not works. The user experience is also not satisfactory.

Review Source: Capterra
 


August 2018

August 2018

The best ticket management platform I've seen

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 best thing about it is that your users only deal with tickets and cases. They don't deal with the system, the system offers a way to communicate and track your customers in a simple way. It simply works and it helps our productivity a lot. Support is also very good.

Cons

Pricing could be a bit better, or a few alternative plans with less cost per user for limited features could also be a nice addition.

Review Source: Capterra
 


August 2018

August 2018

Good choice although there are some problems.

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality

There are so many helpdesk systems, Kayako has been our selected one, but we are still looking for better choice.

Pros

1- Beautiful user interface.
2- It Supports all activities in a helpdesk process.
3-14 days free trial
4-Good localization, so you can add your own translations to (just) on-premise version

Cons

1- When you are Kayako admin and at the same time one of the staffs (Agent), you have to switch so many times between Admin / Staff panel to do your tasks. sometimes it makes me confused because knowing which setting is in admin panel and which one is in staff(Agent) panel sometimes is difficult.
2-I can say that Kayako is designed for too many clients for a limited number of services. If you have too many services each of them assigned to a client, Using Kayako would be difficult (But Possible). for example, you have to set permissions for widgets separately.
3-Kayako is not suitable for small teams. it requires a lot of time and effort for setting up.
4-Kayako integration and API's are limited. We couldn't integrate Kayako with our Self-Built project management and timesheet system.
5- Localization in cloud version doesn't work very well. We couldn't use Arabic in cloud version

Review Source: Capterra
 

Roy from Imaginet
Number of employees: 51-200 employees Employees number: 51-200 employees

August 2018

August 2018

After comparing helpdesk solutions, Kayko was the one for us

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 number of features you receive "out of the box" compared to similar solutions cannot be beaten. During our discovery phase, Kayako offered more features for the price point. Being able to create a custom portal for customers/end users and have the ability to interact via live chat is a plus.

Cons

There is a bit of a learning curve when it comes to creating custom reports. They use a proprietary language called KQL to create reports. It's similar to SQL so atleast for those familiar with SQL reporting

Review Source: Capterra
 

Madhur from Nagarro
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

August 2018

August 2018

A simple help-desk service tool

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

Using Kayako for raising help-desk ticket is quite simple. Simply raise a ticket for the issues and you can track it for the updates. It also maintains a history of previously raised tickets.

Cons

The application does not work on mobiles devices well. Its responsiveness can be increased on mobile devices.

Review Source: Capterra
 

Amit from Nactus India Services Pvt. Ltd.
Number of employees: 2-10 employees Employees number: 2-10 employees

August 2018

August 2018

Good software for Support Desk purpose

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

Overall experience is good. We got their support every team of their teams. On cost side they need to think through from customer perspective.

Pros

Overall this software gives satisfaction in customer support and ticket handling. It is increasing new features day by day with new UI elements also. Its whitelabelling feature is also very good. Email parsing is also customisable which is also good one. The Knowledgebase and Troubleshooter feature also works well. Support agent can be equipped with Chat facility. Kayako have good support team which is available 24*7 which makes easy for us to implement and use this software

Cons

- This software legs on HTML email parsing side which can be improved.
- On pricing part, they are charging on higher side and they needs to be competitive.

Review Source: Capterra
 

Justina from AUO

July 2018

July 2018

Customer support across multiple channels.

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 enable our sales team keep track of tickets opened by our customers.We are able to save some of the most asked questions our customers commonly ask the sales team ; ensuring for every time these common questions are asked , it is just a matter of a few mouse click and they get a pre-saved response.
Integration is seamless ,and we currently integrate Kayako with Zapier and our social media platforms.Our integration with Kayako required no single line of code to get this done.
With social media integration , Kayako has enables us offer support to customers and also interact with them on the Facebook and Twitter platforms.Allow us turn leads into customers on social media.

Cons

Support with Kayako can be a bitter ,sweet experience. There have been times when support had been prompt and at other times ,it was a terribly poor experience. The Kayako support department need to be consistent with good ,prompt customer response.

Review Source: Capterra
 


July 2018

July 2018

Easy to use but lacks new age quality

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

Having complete control of the software including custom branding makes using Kayako a good software support system. Everything is very simple to use and new users can pick up the software very fast.

Cons

There are features that are confusing to a beginning user. It does not integrate with other software very easily if at all where other support systems do.

Review Source: Capterra
 

Mary from Silk

July 2018

July 2018

I use Kayako everyday for work and it's very user friendly!

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

I like having a huge running log of customer interactions so we know what our trends are. We usually use this to build our website's FAQ.

Pros

I like the "other conversations" function where I can see our previous conversations with customers. It really helps me prepare to handle whatever they may throw at me!

Cons

I wish that it was easier to find tags, like maybe a separate search field for tags? I think it would be easier to sort conversations this way.

Review Source: Capterra
 


June 2018

June 2018

Recent price changes made it too expensive for us

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

We have our helpdesk using this every day. We get very few user complaints about the ticket system itself.

Pros

Admin tools for automatically dealing with tickets are great. Actually handling tickets is very easy, as is adding internal notes.

Cons

Agent ability to search tickets is lacking. We had to make some changes to let our supervisors see every ticket message even if it is deleted by an agent.
We could never get the knowledgebase to work the way we wanted.
Sometimes it is not clear who is getting copied on any specific ticket reply.

Review Source: Capterra
 

Joe from CASE
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2018

June 2018

Kayako has changed our member experience because now members have one central platform for 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

great customer service

Pros

The way you can have email flow into Kayako and form request in one system.
The macros which allow quick answers to everyday request.
The tech support is great and always have a solution

Cons

To change from Classic to the hosted version is a big change and if you have customized pages something will not transfer over.

Review Source: Capterra
 

Selorm from SpearHead Networks
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2018

June 2018

It been an exciting experience and has improve customer engagement tremendously

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

It really improved our engagements with our customer, prospects and visitors who visit our webpage on daily basics as well as seeking support and customer services.

Pros

It's ease of use, especially with tickets creation and handling as well as tracking tickets, color categorization for easy identification of customers and prospect based.

Cons

Sending attachments to customers most at times does not really go through, sometimes it has to be sent 3 or 4 times before client confirm receipt of the file

Review Source: Capterra
 


June 2018

June 2018

Very good experience

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

Value for money, we've been using Kayako for years now and it works perfect with high volume of mails.

Cons

Keeping the software up to date, it takes us time to upgrade and go offline for a few moments. But that's also on us, cause we host it ourselves.

Review Source: Capterra
 

Olav from MarkLogic
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

June 2018

June 2018

it works but required a lot of enhancements to make it work proper for us

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

Getting us closer to our customers and helping them solving their problems. Kayako delivered that base functionality and more at the time we switched from one of the Atlassian products (2012). Since than we have enhanced to improve out internal workflows. However, there is a lot we would like to see in the near future to shorten ticket work time and able to switch to customer self managment / help for the simple stuff. The more we can get out of the core / base functionality the better it is for us which requires real commitment.

Btw. Industry selection is missing Enterprise software or similar.

Pros

As we use Kayako for a long time (since 2012?) you get used to it which makes it difficult answer. Thinking about it stability comes into mind. Beside usual software bugs our system is very stable and reliable and doesn't need much maintenance. We like the new UI that came with classic 4.90 as it gives a modern look. From the feature perspective ticket management works very well for us in general but there isn't a particular feature to high light.

Cons

In first place we are missing the commitment for Kayako classic. Nothing has happened since two years (going to cloud announcement). However, this might change now. There are a lot of things that can be improved like Knowledge Base, File management, workflow, troubleshooting, etc. Back porting some of the new cloud features would be also much appreciated team collaboration, one workflow, etc. Lastly a much better and faster context aware search would help us a lot.
All of this has recently discussed with our new Kayako contacts.

Review Source: Capterra
 


June 2018

June 2018

This platform saved me precious time.

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

Better customer relationships.

Pros

Easy to use, convenient, productive, team-collaborative, fast, organized, and dependable. Better than just using email and guesswork. Tracking and delegation improves customer service.

Cons

Menus need to be improved a bit more to become more intuitive and beginner friendly. Your customer support needs some more improvement. But overall an A.

Review Source: Capterra
 

Timo from M-Files

June 2018

June 2018

Not very confident with the product development. Features not perfect, same bugs might reappear.

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

UI: It's clear to use, lot of space for the ticket conversation. Ability to publish KB articles through web portal. Rather stable.

Cons

SLA's not always working correctly. Complex administation in some things (templates, template groups etc) resulting in long learning curve for administration.

Review Source: Capterra