About Kayako

Kayako is the unified customer service platform that helps companies manage customer requests and conversations over any channel, support customers better, and stay personal as they grow. Kayako connects the dots between support channels, customer information, and the team, unifying email, social, and live chat conversations together in one tidy place.

Help customers help themselves through Kayako's help center feature, allowing customers to answer their own questions, quickly and simply. Help center analytics enable users to track the phrases customers are searching for in order to optimize content. Brands can also build and customize multiple help centers, 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. Users can also bring customer activities from over 650+ apps for immediate context.

Key benefits of Kayako

  • Unify email, social, and live chat conversations together in one tidy place with Kayako.

  • Build closer relationships: Kayako helps users understand their customers better in order to provide the right support at the right time, in their context.

  • Work better together: Kayako removes the distance between individuals, their team and their customers for more efficient and effective support.

  • Offer a human live chat experience, and have personal conversations with modern real-time messaging.

  • Route conversations to the right agent, and bring the whole company on board using Kayako's collaborators feature.

  • Devices

    Business size

    S M L

    Markets

    United States, Canada, United Kingdom, Australia, China and 3 others, India, Japan, Germany

    Supported Languages

    Dutch, English, French, German, Italian, Portuguese, Spanish

    Images

    Keep on top of multi-channel conversations
    Unified cases: see each customer's information in the context of the conversation to get more personal.
    No more manual effort: measure and streamline processes to find out where to improve, and build workflows
    Teams and customers can pick up the conversation via the website and across channels, real-time or not
    Bring it all together: understand the customer’s context and see their CRM, event and support history in Kayako. No more switching apps and less back-and-forth.
    Continue the conversation: Kayako creates a single view of each conversation even as a customer moves between channels, so no one needs to repeat themselves
    Build a rich and engaging knowledge base that customers will use
    Customer service isn't just a desk job: Kayako offers native mobile apps to help stay in touch with customers and the helpdesk from anywhere
    View 9 more
    Kayako screenshot: Keep on top of multi-channel conversations Kayako screenshot: Unified cases: see each customer's information in the context of the conversation to get more personal. Kayako screenshot: No more manual effort: measure and streamline processes to find out where to improve, and build workflows Kayako screenshot: Teams and customers can pick up the conversation via the website and across channels, real-time or not Kayako screenshot: Bring it all together: understand the customer’s context and see their CRM, event and support history in Kayako. No more switching apps and less back-and-forth. Kayako screenshot: Continue the conversation: Kayako creates a single view of each conversation even as a customer moves between channels, so no one needs to repeat themselves Kayako screenshot: Build a rich and engaging knowledge base that customers will use Kayako screenshot: Customer service isn't just a desk job: Kayako offers native mobile apps to help stay in touch with customers and the helpdesk from anywhere

    Features

    Total features of Kayako: 64

    • API
    • Active Directory Integration
    • Activity Tracking
    • Application Integration
    • Auto-Responders
    • Automatic Lead Distribution
    • Automatic Notifications
    • CRM Integration
    • Channel Management
    • Chat
    • Collaboration Tools
    • Collaborative Workspace
    • Communication Management
    • Configurable Workflow
    • Contact History
    • Content Management
    • Custom Fields
    • Custom Forms
    • Customisable Branding
    • Customisable Reporting
    • Email Templates
    • Escalation Management
    • Event Triggered Actions
    • Feedback Collection
    • Feedback Management
    • Filtered Views
    • Help Desk Management
    • Instant Messaging
    • Issue Management
    • Lead Assignment
    • Mobile Integration
    • Monitoring
    • Multi-Channel Communication
    • Multi-Channel Management
    • Multi-Company
    • Multi-Country
    • Multi-Language
    • Multi-Location
    • Multiple Format Support
    • Multiple User Accounts
    • Performance Reports
    • Permission Management
    • Productivity Reporting
    • Real Time Data
    • Real Time Monitoring
    • Reminders
    • Reporting & Statistics
    • Rich Text Editor
    • Role-Based Permissions
    • Rules-Based Workflow
    • Search Functionality
    • Single Sign On
    • Social Media Integration
    • Status Reporting
    • Status Tracking
    • Support Ticket Management
    • Surveys & Feedback
    • Tagging
    • Two-Factor Authentication
    • WYSIWYG Editor
    • Web Forms
    • Website Integration
    • Workflow Management
    • eCommerce Integration

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    Reviews

    Overall rating

    4 /5
    (156)
    Value for Money
    3.8/5
    Features
    3.9/5
    Ease of Use
    3.9/5
    Customer Support
    3.8/5

    Already have Kayako?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

    Write a Review!
    Showing 5 reviews of 156
    Anita S.
    Overall rating
    • Industry: Computer Software
    • Company size: 51-200 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Ease of Use
    • Likelihood to recommend 10.0 /10

    Best software for internal and external email communication

    Reviewed on 07/12/2018

    I love using kayako as it has been the best communication platform which not only allows me to...

    I love using kayako as it has been the best communication platform which not only allows me to communicate but also provides me reports on any urgent email that I need to act on immediately which saves me from delayed tasks and replies.
    Since we switched from outlook to kayako software for inter-team and client communication, kayako has provided the best communication platform which allowed us to to have an organized, easy to refer to and not only use but also can view any sent/received email from any location via any device.

    Pros

    Kayako has been the best communication platform for professional communication that I have used so far. Kayako is recommended for both inter-team and external - client communication. The best feature of kayako is that it allows you to organize your emails into folder based on departments, status and the nature of the email content.
    Also using other type of email platforms has been a worry at times and time consuming when trying to find all the back and forth communication happened on one email thread by multiple people, but kayako provides the best solution by capturing all the communication happened on one subject/email which is sent and received by one or many, in the same email thread which we call a "Ticket"

    Interface of kayako can be designed and created as per the user's requirement and preference.
    Also referring to an email has been very convenient as each ticket carries its own unique Ticket ID.

    It also provides reports on emails based on its nature. ex: overdue, received within 24hrs and etc based on rules we set which allows to the user to be more organized, effective and proactive.

    Cons

    Understanding and using the software is essential as it doesn't function like other email platforms but has its own organized interface. Inter team communication The software is mainly build for professional communication however I wish it could have few other options like adding colors, tables and etc but apart from that no other cons to mention.

    Verified Reviewer
    Overall rating
    • Industry: Information Technology & Services
    • Company size: Self Employed
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 7.0 /10

    Expensive for small companies, and sometimes buggy, but a great customer experience

    Reviewed on 10/02/2021

    Generally great experience for the end user, but could use some occasional polish.

    Generally great experience for the end user, but could use some occasional polish.

    Pros

    Really easy and streamlined customer experience. The support for a JWT-based sign in for customers into the help centre means that people have a single account to sign in to everything, rather than creating separate accounts like you'd have to do with Zendesk or similar, and it just makes life a whole lot easier overall. The widget is nicely-designed, neat and unobtrusive.

    Cons

    For a single agent, the plans are quite expensive, especially if you want functionality like customer SSO. I also find the notifications it provides are very iffy, sometimes not being delivered - and for some infuriating reason, there's no option to deliver emails for replies only when you're not already online!

    Amani I.
    Overall rating
    • Industry: Computer Software
    • Company size: 51-200 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Ease of Use
    • Likelihood to recommend 6.0 /10

    Kayako - Can be better!

    Reviewed on 25/10/2018

    I have been using Kayako for more than five years. This has been the software we use for all...

    I have been using Kayako for more than five years. This has been the software we use for all internal and client communication. As mentioned earlier it is a simple tool which takes only a few times to practice, thereafter you get the hang of it. However after using other email softwares, Kayako's limitations regarding formatting, inserting images and capturing the entire thread has always been a hassle for me. Additionally we are only given admin rights to our own teams. If a ticket generated by me is moved to an internal team I do not have access for, I cannot view the updates on the ticket.

    Pros

    Kayako helps me organize my tickets into as many folders I want, thus making me work on those tickets conveniently and effectively. If I am an admin or have admin access to my staff folders I can also access all of their folders to get an update on tickets. It's easy to learn and use. I love the reports feature on Kayako. We can create as many reports we want and automate them. The follow ups feature is also great to keep track of pending tasks and serves as good reminder.

    Cons

    There are a few issues I encountered as I worked on Kayako. Kayako doesn't allow us format the font or content, so underlining, italicizing etc is not possible in an email. We cannot include images, charts or graphs in the body of the email. When you hit reply on a ticket, the original email thread is not included. So if you need to know the previous conversation, we need to copy and paste the email.

    Christian M.
    Overall rating
    • Industry: Computer Software
    • Company size: 11-50 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    Kayako Classic (On-Premise) is a solution that covers all areas of support and more.

    Reviewed on 22/06/2018

    Customer Service Improvements resulting in winning a German Golden Stevie Award 2018.

    Customer Service Improvements resulting in winning a German Golden Stevie Award 2018.

    Pros

    It covers many areas of daily conversation handling activities: Ticket, Incident, Problem, and Complaint handling situations. If the basics do not suffice, custom fields and tracking options help iron out missing pieces. It contains a Knowledgebase that allows you to record Articles and information. Survey system (very handy for Event-Driven Surveys); Reporting options and quick access to tickets. One of the KEY FEATURES is that the tool is FAST and keeps a focus on the work area for staff, rather cluttering everything with detail fields. Finally, the web-interface is fully customizable and very useful in granting options to access the conversation handling tool. Did I mention Kayako Services being great in helping to resolve questions and issues when contacted? They do this very well!

    Cons

    It lacks a few items that I wish would be included (software is always under constant development, and Kayako customer service is very responsive and friendly): proper comprehensive auditing when tickets are handled (like automatically submitted communications recorded with date and time); Complaint Handling structures based on tickets; improved linkages between tickets (though possible it is not done in a single click); KBA link to tickets; Reporting is nice though it lacks options to customize charts, colors and the way detail can be presented (formatting through configuration rather customization). Another drawback in a recent release is that a lot of browser cell padding has been introduced causing the display of elements unnecessarily spread out across a regular HD monitor. Luckily this can be customized using CSS injection or system-wide CSS manipulation.

    Christopher B.
    Overall rating
    • Industry: Computer Software
    • Company size: 51-200 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support

    Support makes the difference when comparing this to other competitors

    Reviewed on 18/06/2018

    Kayako helps keep all of our customer communication centralized into a single support suite. It...

    Kayako helps keep all of our customer communication centralized into a single support suite. It allows our customers to engage more frequently with self-serve help (knowledgebase), chat, and email. Kayako makes it easier for our staff to troubleshoot and resolve any issues.

    Pros

    The new interface is very modern and much more exciting than the other interface. It is much faster and friendlier to use. The support is available for questions and bugs, whereas some competitors do not offer support of implementation. The price of the software is a little steep when comparing it to competitors that offer more, but being a Kayako customer for 10+ years on a perpetual license granted us a pretty steep discount that made the pricing make more sense for us.

    Cons

    I wish they had more features such as ability to get more customer feedback which would help our product development. There are other software similar to Kayako that have a feedback component that allow users to voice their "opinions" and then other users can vote on that. I would like to see this in Kayako and have been asking for about 10 years now.

    Showing 5 reviews of 156 Read all reviews

    Kayako FAQs

    Below are some frequently asked questions for Kayako.

    Kayako offers the following pricing plans:

    • Starting from: US$15.00/month
    • Pricing model: Subscription
    • Free Trial: Available

    Inbox: $15 per agent per month - a shared email, chat, and social inbox for small teams Growth: $30 per agent per month - customer service software for growing teams Scale: $60 per agent per month - customer service software for larger teams and businesses Kayako's Enterprise plan is also available for larger companies needing a custom approach to customer support software. The Enterprise plan starts at $100 per agent. Get in touch for more information.

    Kayako offers the following features:

    • Advanced Insights - coming soon
    • Advanced ticket workflows and automations
    • Automatic escalations ensure nothing gets forgotten
    • Beautiful Help Center so customers can help themselves
    • Custom fields to collect all the information you need
    • Define business hours for accurate performance tracking
    • Full control over the look-and-feel of your Help Center
    • Manage and offer unique experiences for multiple brands
    • Multi-lingual customer support and localizations
    • Native mobile apps for iOS and Android
    • Real-time messaging for your help center and website
    • Real-time visitor monitoring
    • Rich customer and organization profiles
    • Set SLAs to keep on top of your customer conversations
    • Simple Insights into your team's performance
    • Simple webhook integration to push customer data into Kayako
    • Slack integration
    • Unified conversations across multiple channels
    • Zapier integration to connect with over 500 business apps

    Kayako has the following typical customers:

    Small Business, Large Enterprises, Public Administrations, Non Profit, Freelancers, Mid Size Business

    Kayako supports the following languages:

    Dutch, English, French, German, Italian, Portuguese, Spanish

    Kayako supports the following devices:

    Android, iPhone, iPad

    Kayako integrates with the following applications:

    All-In-One Designer, Customer Thermometer, Freshsuccess, Help Desk Migration, Jira Service Management, Magento Commerce, NUACOM, PagerDuty, Retently, Slaask

    Kayako offers the following support options:

    FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials

    Related categories

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