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What is Kayako?

Industry Specialties: Serves all industries

Kayako is a comprehensive Help Desk Software designed to streamline customer support operations. It's ideal for businesses of all sizes seeking to improve customer satisfaction and streamline communication. Key benefits include centralized ticketing, automated workflows, and robust reporting for improved efficiency and visibility.

Popular features include a customizable knowledge base, self-service portal, and omnichannel support. Its user-friendly interface and intuitive navigation make it accessible to teams of all technical backgrounds. Compared to similar products, Kayako is highly rated for its ease of use, customization options, and excellent customer support.

Pricing varies depending on the number of agents and features required. It offers flexible payment options, including monthly and annual subscriptions, to suit different business needs.

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#21

Kayako is ranked #21 in the Help Desk Software product directory based on the latest available data collected by SelectHub. Compare the leaders with our In-Depth Report.

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Kayako Pricing

Based on our most recent analysis, Kayako pricing starts at $15 (Monthly).

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Price
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Starting From
$15
Pricing Model
Monthly
Free Trial
Yes, Request for Free

Training Resources

Kayako is supported with the following types of training:

Documentation
In Person
Live Online
Videos
Webinars

Support

The following support services are available for Kayako:

Email
Phone
Chat
FAQ
Forum
Help Desk
Knowledge Base
Tickets
Training
24/7 Live Support

Kayako Benefits and Insights

Why use Kayako?

Key differentiators & advantages of Kayako

  • Increase Support Effectiveness: Enforce workforce SLAs and standardize performance quality across staff. Automate common tasks such as sending reminders and notifications, escalating queries, assigning conversations, and optimizing response and resolution times. 
  • Offer Stellar Self-Service: Help customers find solutions without the need for a live agent through step-by-step troubleshooters and a comprehensive knowledge base. Answer queries at all hours with an AI-powered Instant Response System. 
  • Ensure Quality: Use knowledge base ratings and customer satisfaction surveys to measure agent performance. Gain insight into marketing segmentation, projected customer behavior and areas of improvement through reports. 
  • Engage Leads: Turn website visitors into potential customers with geographical visitor monitoring, proactive live chat and click-to-call (VoIP). 
  • Integrate Easily: Extend your customer support platform by integrating with APIs for products such as Zapier, Slack and Salesforce. 

Industry Expertise

Kayako is a help desk software designed specifically for customer support teams. It offers a comprehensive suite of features, including ticketing, knowledge base, live chat, and reporting. Kayako is best suited for businesses that need a robust and scalable help desk solution that can handle a high volume of support requests. It is particularly well-suited for businesses in the following industries: e-commerce, software, technology, and customer service.

Kayako Reviews

Average customer reviews & user sentiment summary for Kayako:

User satisfaction level icon: great

551 reviews

81%

of users would recommend this product

Kayako has a 'great' User Satisfaction Rating of 81% when considering 551 user reviews from 5 recognized software review sites.

Synopsis of User Ratings and Reviews

Based on an aggregate of Kayako reviews taken from the sources above, the following pros & cons have been curated by a SelectHub Market Analyst.

Pros

  • User-Friendly Interface: Kayako's intuitive design makes it easy for users to navigate and find the information they need quickly.
  • Comprehensive Features: Kayako offers a wide range of features, including ticketing, knowledge base, live chat, and reporting, all in one platform.
  • Automation Capabilities: Kayako's automation tools, such as auto-responders and ticket routing, streamline workflows and save time.
  • Mobile Accessibility: Kayako's mobile app allows users to access and manage their help desk from anywhere, at any time.
  • Excellent Customer Support: Kayako's support team is highly responsive and provides personalized assistance to users.

Cons

  • Limited Customization: Users complain about Kayako's limited customization options, making it difficult to tailor the software to their specific business needs.
  • Complex User Interface: Kayako's user interface is often criticized for being overly complex and difficult to navigate, leading to a steep learning curve for new users.
  • Frequent Bugs and Glitches: Users report experiencing frequent bugs and glitches within Kayako, which can disrupt their workflow and hinder productivity.
  • Slow Response Times: Kayako's response times for support queries have been reported as slow, leaving users waiting for extended periods to resolve issues.
  • Lack of Integration Options: Kayako's limited integration options make it challenging to connect with other business applications, hindering seamless data flow and automation.

Researcher's Summary:

Kayako is well-regarded by users for its comprehensive feature set, intuitive interface, and excellent customer support. Many users find it to be a superior alternative to Zendesk due to its more affordable pricing, customizable automation, and robust reporting capabilities. Additionally, Kayako's omnichannel support, which allows for seamless communication across multiple channels, sets it apart from other help desk software.

However, some users have reported occasional glitches and limited customization options compared to more expensive competitors. Nevertheless, Kayako remains a highly recommended choice for businesses seeking a reliable and user-friendly help desk solution, particularly for those looking for an affordable and feature-rich option. Its strengths in automation, reporting, and omnichannel support make it an excellent fit for businesses looking to streamline their customer support operations and provide a seamless customer experience.

Key Features

  • Self-Service: Give customers access to resources such as self-help articles, FAQs, videos and 24/7 virtual support help with automated replies to common questions. Monitor search terms to identify gaps and optimize content according to customer needs. 
  • SingleView: Capture entire customer journeys in a centralized, easy-to-use visualization. Easily enable collaboration among employees with unified resources. 
  • Live Chat: Provide convenient service to customers with instant chats on web and mobile platforms. Send proactive messages based on information from conversations and behavior. 
  • Integration: Build intelligent, multi-step workflows across various channels and apps in a few clicks. Automate systems to organize, customize and provide proactive support to customers. Generate reports to forecast customer behavior and strategically adapt business practices.  
  • Shared Inbox: Manage all conversations with customers in a central location. Categorize and route discussions to the most appropriate agents automatically. Access records of entire customer contact history. 
  • Ticketing Software: Assign and prioritize tickets through an AI-supported ticketing system. Sort communications by keyword and category in team inboxes. 

Limitations

At the time of this review, these are the limitations according to user feedback:

  •  Prone to errors. Sometimes an SLS is missing because the response isn't recorded properly. 
  •  Limited reporting features. 
  •  Long ticket loading time. 

Suite Support

Get customer support over Twitter and Facebook or get instant answers through blogs, case studies, ebooks and webinars.

mail_outlineEmail: Fill out a “contact us” form to connect with a customer care representative.
phonePhone: Not listed.
schoolTraining: Explore the vendor’s user guide, knowledge base articles, FAQs and components to get answers to common and repetitive issues and know more about the product’s capabilities.
local_offerTickets: Not listed.
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