Kayako

• Incident Management
• Social Media Integration
• Multi-Channel Communication
• Macros (Templated Responses)
• Customizable Branding
• Ticket Management
• Surveys & Feedback
• Known Issue Management
• Knowledge Base
• Contract (SLA Management)
• Community Forums
• Automated Routing
• Alerts (Escalation)
• Self Service Portal
• Live Chat
• Document Storage

• Company Name: Kayako
• Headquarter: Austin, Texas United States
• Website: Visit Website
• Social Media:

Been trying to get a demo of Kayako for…

Been trying to get a demo of Kayako for week, got dumped with some appalling sales person called Gabriella Yahaya. She totally ignored emails clearly stating that we were not an agency and just wanted a demo then made us join a call where she was unable to give a demo and - because she hadn’t read our emails - still thought we were an agency!! When I complained she accused me of having ‘attitude’. Still no demo. Totally awful.

GO

- Gareth Owen

Reviewed at 06/02/2022

Source: trustpilot.com

Top class help desk software and company

PROS & CONS

What are the best aspects of this product?

I love that Kayako is a stable and robust solution. We have been using the system for the past many years. Technicians can easily manage tickets and clients can access ticket info and provide their response. The inbuilt automation functionality saves us plenty of time. In my opinion, Kayako is the best software in the market for its price.

What aspects are problematic or could work better?

The software lacks scheduling and dispatch functionality. Time entry for support agents is a basic feature and could be improved.

What specific problems in your company were solved by this product?

Kayako has boosted our quality control and provides complete transparency to our clients. It has improved our internal communication as well as communication with our customers. We are able to do this easily using the software’s live chat and ticketing features.

Are you a current user of this product?

Yes

BR

- Brandon

Reviewed at 01/11/2021

Source: financesonline.com

Improved customer satisfaction rating

PROS & CONS

What are the best aspects of this product?

Kayako allows us to centralize our help desk channels in one place. That means more synchronized customer service. On top of that, it helps us track tickets in real time. We have a process where a ticket that has gone past its timeline triggers a notification to both the agent and team leader. We now have a more optimized way of handling issues.

What aspects are problematic or could work better?

Pricing is a bit higher than competitors. Aside from this, we're happy with Kayako to the point that we're ready to pay more for our experience with it.

What specific problems in your company were solved by this product?

We have substantially improved our customer satisfaction rating. While this is attributed to the training our team has undergone, using Kayako as the core tool for the shift from disparate channels to a single location has been strategic.

Are you a current user of this product?

Yes

JA

- Janae

Reviewed at 18/10/2021

Source: financesonline.com

Intuitive workflows equal user adoption

PROS & CONS

What are the best aspects of this product?

We've had a few failed tech adoption in the past, but Kayako showed that the whole company can get behind a new app. Our customer service agents are happy with it, they can quickly track conversations, while sales reps are liking it for the leads. Managers are happy, too, with the way they've gained visibility across their teams without being intrusive. Overall, Kayako has given us a more seamless workflow that cuts across siloed departments.

What aspects are problematic or could work better?

Integration is quite a problem at the low-price tiers. We upgraded to the premium plan, and it works just fine. We're able to hook it up to our CRM. It seems Kayako is best for larger companies with a budget for premium tools.

What specific problems in your company were solved by this product?

It helps us roll out a personalized customer support strategy. We can literally deal with each query, address it in context. Automation offloads much of the process to sort tickets.

Are you a current user of this product?

Yes

AN

- Annetta

Reviewed at 21/09/2021

Source: financesonline.com

Kayako - do not use

Our company has been using Kayako since 2013 when we purchased the original downloadable version. We paid support fees that increased year on year until 2017 when we wanted to change the domain name associated with our support portal. At this point we were told that we would have to change to a yearly licence but not to worry because it wouldn’t cost any more than our current support fees. This of course was not true and the price continued to climb in leaps and bounds. This year, ten days before renewal, we were told that we could no longer have our five user licence. We would have to pay for a minimum of 10 licences and that the renewal cost had increased to $3700, roughly quadrupling the cost. We replied saying that this was a very large amount to pay in one hit and could we pay monthly. We were then immediately sent an invoice for three years at a price of $36,000. No, that is not a misprint, it really was thirty six thousand dollars for five users for three years. Of course we have two choices - lose our support portal while we change to a new supplier or pay the ransom. This is not SAAS we originally purchased the software outright and we run it on our own servers. We have not had and do not want any firmware upgrades. We support the code ourselves. In the last 12 months we have contacted Kayako support on only one occasion which was when Kayako failed to supply our new licence on time resulting in our support portal being down. On previous occasions when we had contacted Kayako support we were met with total indifference. Kayako makes great play of how cost effective their product is but their latest pricing to us works out at $200 per month per agent for what is a very basic system that we host and maintain ourselves.For most companies the support portal is the face of the company and you need to be confident that your supplier is going to be cost effective, fair, and responsive to your needs. Kayako has been none of these. As a result of our experience I can not in all conscience recommend that anyone should purchase the product.

AD

- Aritari Drive

Reviewed at 09/09/2021

Source: trustpilot.com

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