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
Kostiantyn B.
- Role: Sales Marketing
- Industry: Technology
- Involvement: End User of Application
Submitted Apr 2023
It solved online chat and help centre questions.
Likeliness to Recommend
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
Submitted Sep 2022
Kayako is a one-stop solution for help desk issue.
Likeliness to Recommend
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
Submitted May 2022
Decent but not quite as good as other solutions
Likeliness to Recommend
Pros
- Helps Innovate
- Reliable
- Performance Enhancing
- Enables Productivity
Cons
- Commodity Features
- Less Caring
- Wastes Time
