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Kayako

Kayako

Composite Score
7.3 /10
CX Score
7.4 /10
Category
Kayako
7.3 /10

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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Awards & Recognition

Kayako won the following awards in the Customer Service - Midmarket category

Kayako Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Kayako.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

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


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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+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?

10% Negative
8% Neutral
82% Positive

Pros

  • Reliable
  • Enables Productivity
  • Performance Enhancing
  • Respectful

Feature Ratings

Average 77

Agent Collaboration

81

Contact Center Integration

80

Intelligent Search

79

Customer Service Knowledge Management

77

Customer Service Workflow Management

77

Analytics and Reporting

77

Customer Community Management

76

Customer Self Service Capabilities

76

Mobile Customer Care

76

Multi Channel Support

75

Agent Scripting

73

Vendor Capability Ratings

Average 75

Business Value Created

82

Ease of Implementation

82

Ease of Customization

77

Quality of Features

76

Breadth of Features

76

Ease of Data Integration

76

Product Strategy and Rate of Improvement

75

Ease of IT Administration

74

Availability and Quality of Training

72

Usability and Intuitiveness

72

Vendor Support

68

Kayako Reviews

Kostiantyn B.

  • Role: Sales Marketing
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Apr 2023

It solved online chat and help centre questions.

Likeliness to Recommend

8 /10

What differentiates Kayako from other similar products?

Having an easy-to-use mobile app, cheaper pricing, intuitive UI.

What is your favorite aspect of this product?

Mobile app

What do you dislike most about this product?

Sometimes it was difficult to get a response from their support team and also analytics were quite limited at the moment when I used it.

What recommendations would you give to someone considering this product?

If you are looking for an affordable tool without hundreds of customisations and advanced tweaks, Kayako is doing a great job at it for a reasonable price.

Pros

  • Efficient Service
  • Respectful
  • Helps Innovate
  • Reliable

Cons

  • Commodity Features
  • Charges for Enhancements

Ellie B.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Sep 2022

Kayako is a one-stop solution for help desk issue.

Likeliness to Recommend

9 /10

What differentiates Kayako from other similar products?

Kayako provides all the required tools for the ticket managing process. It permits the simple creation of recent tickets from a chat and intensifies and de-escalates between totally different levels of support. It’s the foremost important part of support when your users have complicated cases that you need to solve in a matter of time. I want also to mention Kayako support which is always ready to assist you with any question that you have.

What is your favorite aspect of this product?

The benefit of choosing tickets and answering them is straightforward, the interface permits a constant flow of excellent work and high maneuverability, the filtering functions are also excellent and you can select the issues that you simply know how to solve faster. Kayako manages the ticket system well with tons of editing and customization. The color coding is one of the strongest features, as alternative ticket systems I’ve used, don’t have this feature.

What do you dislike most about this product?

The continual updates and enhancements in a system are continually necessary for the improvement of the system however in Kayako this is often not the case, there has been laziness on the part of the development team.

What recommendations would you give to someone considering this product?

The feature I liked the foremost is its interface is extremely friendly. The dashboard (home screen) provides me with handy info all in one place like my tickets, unassigned tickets, and owed tickets. It additionally provides me with information regarding the tickets category-wise which is very helpful. I would recommend it.

Pros

  • Reliable
  • Performance Enhancing
  • Trustworthy
  • Inspires Innovation
  • Role: C-Level
  • Industry: Technology
  • Involvement: IT Leader or Manager
Validated Review
Anonymous Reviewer

Submitted May 2022

Decent but not quite as good as other solutions

Likeliness to Recommend

6 /10

Pros

  • Helps Innovate
  • Reliable
  • Performance Enhancing
  • Enables Productivity

Cons

  • Commodity Features
  • Less Caring
  • Wastes Time

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