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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 Feb 2022

Simple solution for fair price.

Likeliness to Recommend

8 /10

What differentiates Kayako from other similar products?

I would say the price and simplicity to start. It's really cheaper than competitors and easy to set up your chat and knowledge hub.

What is your favorite aspect of this product?

1. Price. 2. Mobile app. 3. Simplisity.

What do you dislike most about this product?

You may wait for several hours or days to get an answer sometimes.

What recommendations would you give to someone considering this product?

If you are not looking for a complex solution with advanced analytics and tons of features — kayako is a great tool to start with.

Pros

  • Efficient Service
  • Transparent
  • Trustworthy
  • Caring

Temur D.

  • Role: Consultant
  • Industry: Education
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Feb 2022

Fantastic product for a multilingual CS team

Likeliness to Recommend

9 /10

What differentiates Kayako from other similar products?

It allows creating tasks in any language, without needing to use external tools

What is your favorite aspect of this product?

The ability to use macros when working on numerous tickets really helps to speed up the process

What do you dislike most about this product?

Nothing to complain about

What recommendations would you give to someone considering this product?

If you're running a company, which offers customer support in many languages and wants to be efficient, than Kayako is one-stop shop for you

Pros

  • Reliable
  • Performance Enhancing
  • Enables Productivity
  • Trustworthy

huzefa b.

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

Submitted Feb 2022

not applicable

Likeliness to Recommend

9 /10

What differentiates Kayako from other similar products?

not applicable

What is your favorite aspect of this product?

interface and speed of tool. also the product is excellent

What do you dislike most about this product?

comments and

What recommendations would you give to someone considering this product?

good product

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

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