Kayako: Use-Cases, Insights and Reviews | 2024 Cuspera

Name: Kayako
Brand: Kayako
Rating: 4.09 (4106 reviews)

4.09 5

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(4106)

Help Desk Software Kayako Unified Customer Service Software

Kayako Overview

Kayako is a help desk software platform for personal and connected customer service. Exceptional service is delivered across live chat, email, Facebook, and Twitter in multiple languages.

Use Cases

Customers recommend Helpdesk Management, Engagement Management, Knowledge Management, as the business use cases that they have been most satisfied with while using Kayako.

Other use cases:

Workflow Management
Communication Management
Customer Feedback Management
Loyalty Management
Collaboration
Training & Onboarding
Contact List Management

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Business Priorities

Enhance Customer Relationships and Acquire Customers are the most popular business priorities that customers and associates have achieved using Kayako.

Other priorities:

Increase Sales & Revenue
Improve Internal Communications
Scale Best Practices
Launch New Products
Build Brand Awareness
Improve Consistency
Improve Digital And Social Presence
Improve ROI
Increase Customer Life Time Value
Improve Efficiency
Establish Thought Leadership

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Kayako Use-Cases and Business Priorities: Customer Satisfaction Data

Kayako works with different mediums / channels such as Chat. Website. and E-Mail.

Kayako's features include Ticketing, Personalization, Alerts: Popups & Notifications, etc. and Kayako support capabilities include Email Support, Phone Support, Chat Support, etc. also Kayako analytics capabilities include Analytics, and Custom Reports.

Reviews

"With Kayako Messenger, we've seen an immediate 17% increase in customer satisfaction." - Eege Klop

Kayako, SysAid, Freshservice, SolarWinds Service Desk, Help Scout, etc., all belong to a category of solutions that help Help Desk. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Popular Business Setting

for Kayako

Top Industries

Information Technology and Services
Computer Software
Marketing and Advertising

Popular in

Small Business
Mid Market
Enterprise

Kayako is popular in Information Technology And Services, Computer Software, and Marketing And Advertising and is widely used by Small Business, Mid Market, and Enterprise.

Comprehensive Insights on Kayako Use Cases

What Are the key features of Kayako for Helpdesk Management?

Kayako is a helpdesk management system that facilitates tracking conversations across multiple channels, including email, chat, social media, and help center tickets. It provides users with the ability to manage customer requests, conversations, and follow-ups, along with features such as a help center, live chat, and automated report generation. However, Kayako's query language limitations restrict the complexity of reports that can be generated.

"...The design is very nice, compared to other softwares; facility to make changes at the pages (the support helps a lot) and price...." Peer review by Mirele Kollarz

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How efficiently Does Kayako manage your Engagement Management?

Kayako provides a comprehensive system for managing customer interactions. This system allows businesses to track and follow up on customer requests, providing a detailed history of interactions. It offers a range of features, including automated ticket routing, canned responses, and detailed audit logs. Kayako's capabilities are well-suited for businesses needing to manage customer support and e-commerce interactions, but it may require modifications for optimal user and customer interaction.

"...The Kayako Engage edition may be deployed as a live chat system without ticketing at a reduced cost, featuring click-to-call and site visitor monitoring for customer targeting and engagement...." Peer review

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How can Kayako enhance your Knowledge Management process?

Kayako offers a knowledge base feature that enables users to create and share knowledge articles. The knowledge base allows for the creation of different knowledge bases to organize information. Limitations include the need for improvement in features like search functionality and file management.

"...With Kayako, NameCheap was able to: Improve their self-service knowledge base...." Case Study Namecheap

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What solutions does Kayako provide for Workflow Management?

Kayako supports automated workflows, enabling organizations to streamline and manage help desk operations effectively. The software offers robust ticket management capabilities, including automated responses, canned replies, knowledgebase, SLA management, and advanced searching. The system is customizable, however, the workflow functionality can be complex and not always intuitive.

"...It can add customized fields to follow our special work flow...." Peer review by Li Z., Computer Software

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How does Kayako facilitate Communication Management?

Kayako enables users to manage customer communications across multiple channels, including email, chat, social media, and help center tickets. It facilitates real-time collaboration and knowledge base article publication. Kayako is limited by its lack of a published development roadmap.

"...Choice is not always demotivating, and having a clear purpose to your emails and sending them regularly is also important. ..." How to Update Your Email Newsletter Design to Increase Clicks

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37+ more Business Use Cases

11 buyers and buying teams have used Cuspera to assess how well Kayako solved their Help Desk needs. Cuspera uses 4106 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Help Desk needs.

Customer Testimonials

CUSTOMERS	TESTIMONIALS
Eege Klop Service Manager Brunel	With Kayako Messenger, we've seen an immediate 17% increase in customer satisfaction. Testimonial By Eege Klop
Brittany Ferguson Director of Customer Support Fracture	A great resource that unveils a simple yet powerful system to help you with one of the most important tasks as head of customer support: choosing and hiring the right talent for your team Luis Hernandez, VP of Customer Success at Geckoboard Hiring the right team member for your company is crucial, ...and Kayako knows that the perfect hire can really have a positive impact on the whole company and your customers. Testimonial By Brittany Ferguson
Leandro Moraes Product Manager Jiva	We chose Kayako because it's the only customer service software that combines live chat and email conversations into a smooth and effortless customer experience. Testimonial By Leandro Moraes

CUSTOMERS	TESTIMONIALS
Eege Klop Service Manager Brunel	With Kayako Messenger, we've seen an immediate 17% increase in customer satisfaction. Testimonial By Eege Klop
Brittany Ferguson Director of Customer Support Fracture	A great resource that unveils a simple yet powerful system to help you with one of the most important tasks as head of customer support: choosing and hiring the right talent for your team Luis Hernandez, VP of Customer Success at Geckoboard Hiring the right team member for your company is crucial, ...and Kayako knows that the perfect hire can really have a positive impact on the whole company and your customers. Testimonial By Brittany Ferguson
Leandro Moraes Product Manager Jiva	We chose Kayako because it's the only customer service software that combines live chat and email conversations into a smooth and effortless customer experience. Testimonial By Leandro Moraes

Case Studies

COMPANY	INDUSTRY	CASE STUDIES
Pearson Education	Education	Case Study Pearson As an enterprise, we needed the absolute best tools available. If you’re thinking helpdesks, you should think Kayako. Read More
QSA Net Information Technology and Services	Information Technology and Services	Case Study QSA Net We have started with Kayako software about 6 years ago and now we couldn’t work without it. Read More
Mercado Lead Marketing and Advertising	Marketing and Advertising	Case Study Mercado Lead Delivering improved multi-channel customer support with Kayako live chat, social and self-help Read More

Frequently Asked Questions(FAQ)

for Kayako

What is Kayako?

Kayako is a cloud-hosted Help Desk Software that puts all customer service channels in one place to address the customer concerns in a better and more efficient way. Kayako's customer support platform integrates various support channels such as email, live chat and phone calls. This assists with internal and customer-facing communication.

Kayako's help centre provides self-help and allows customers to answer their own questions, quickly and simply. Help centre analytics enables users to track the phrases customers are searching for in order to optimize content. Brands can also build and customize multiple help centres, each with unique content and branding. Kayako helps users visualize the customer’s journey and unify all customer interactions. The messenger feature allows users to support customers with a live chat experience that's as intuitive as messaging their friends. Brands can also help customers on the go with live chat on their mobile website or embedded in custom apps.

Kayako automates repetitive and standard customer service processes with auto-ticketing, macros, notifications and easy sorting so that agents can focus on delivering personalized support to high-level and more urgent concerns. Kayako provides strong support to eCommerce by displaying every page view and purchase history of the customer, as well as syncing it with the marketing or sales teams for more potential business from customers.

What is Kayako used for?

Kayako is a Help Desk Software mainly used by its customers to Enhance Customer Relationships and Acquire Customers by Helpdesk Management, Engagement Management and Knowledge Management .