What is Kayako?
Kayako’s helpdesk software comes with powerful out-of-the-box functionality that makes it easy for customer service teams to begin managing requests and conversations that come through any channel. Support customers better, and stay personal as you grow.
Company Details
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Real user data aggregated to summarize the product performance and customer experience.
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82 Likeliness to Recommend
5
Since last award
78 Plan to Renew
17
Since last award
80 Satisfaction of Cost Relative to Value
1
Since last award
Emotional Footprint Overview
+77 Net Emotional Footprint
The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.
How much do users love Kayako?
Pros
- Reliable
- Enables Productivity
- Performance Enhancing
- Respectful
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Agent Collaboration
Contact Center Integration
Intelligent Search
Customer Service Knowledge Management
Customer Service Workflow Management
Analytics and Reporting
Customer Community Management
Customer Self Service Capabilities
Mobile Customer Care
Multi Channel Support
Agent Scripting
Vendor Capability Ratings
Business Value Created
Ease of Implementation
Ease of Customization
Quality of Features
Breadth of Features
Ease of Data Integration
Product Strategy and Rate of Improvement
Ease of IT Administration
Availability and Quality of Training
Usability and Intuitiveness
Vendor Support
Kayako Reviews
Hassan A.
- Role: Operations
- Industry: Gaming and Hospitality
- Involvement: End User of Application
Submitted Oct 2024
It's a fantastic product, easy to use.
Likeliness to Recommend
What differentiates Kayako from other similar products?
It's effortless to use and has a user-friendly interface. It offers you a variety of features. You can make macros for instant replies. You can also create different support layers for proper management of the support system. Search is also quite easy and effective. You can build an effective knowledge base for the users. It offers a variety of reports and gives you the liberty to extract reports of your needs. Its dashboard is very simple and full of required information, just a click away.
What is your favorite aspect of this product?
I like the most of its support layer structure, the macros, quick filter feature, and different reports.
What do you dislike most about this product?
There is nothing such as a bad feature of the product, Almost all features are good.
What recommendations would you give to someone considering this product?
I will highly recommend this product based on my personal experience of over 07 years.
Pros
- Reliable
- Enables Productivity
- Trustworthy
- Efficient Service
Kalindi P.
- Role: Operations
- Industry: Technology
- Involvement: Business Leader or Manager
Submitted Oct 2024
Great software for customer success
Likeliness to Recommend
What differentiates Kayako from other similar products?
Kayako is different as it provides a unified inbox, making it convenient to use. It also has a interactive UI which is a great to have.
What is your favorite aspect of this product?
The insights on the customer journey is something which helps agents understand the context behind each interaction which leads to agents giving more personalized support.
What do you dislike most about this product?
Kayako's pricing is on the higher side compared to that of its competitors.
What recommendations would you give to someone considering this product?
You should totally opt for Kayako as an enterprise if a slightly higher cost is not a concern for your company.
Pros
- Reliable
- Performance Enhancing
- Enables Productivity
- Unique Features
Siddharth S.
- Role: Operations
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Sep 2024
Great tool! Easy to use!
Likeliness to Recommend
What differentiates Kayako from other similar products?
Kayako stands out with its unified customer view, robust collaboration tools, customizable workflows, and intuitive interface for seamless support management.
What is your favorite aspect of this product?
My favorite aspect of Kayako is its multi-channel support functionality. The ability to manage customer interactions across email, social media, and live chat all in one platform enhances efficiency and ensures no inquiry slips through the cracks. This holistic approach not only streamlines the support process but also allows businesses to provide a more cohesive and responsive customer experience. The collaborative tools for team communication are also a standout feature, making it easier for agents to work together on complex issues.
What do you dislike most about this product?
One common critique of Kayako is that its pricing can be on the higher side for smaller businesses, making it less accessible for startups or teams with tight budgets. Additionally, some users have noted that the learning curve for certain features can be steep, which may slow down onboarding. Lastly, while it offers robust functionality, a few users have mentioned that the integration with other tools could be improved for a more seamless experience.
What recommendations would you give to someone considering this product?
Explore the free trial to assess features, prioritize multi-channel integration, customize workflows for efficiency, utilize training resources, and monitor analytics to optimize your support strategy effectively with Kayako.
Pros
- Helps Innovate
- Reliable
- Enables Productivity
- Effective Service
