Kayako Customer Reviews 2024

Kayako

6.8 /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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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.

78 Likeliness to Recommend

1
Since last award

72 Plan to Renew

11
Since last award

80 Satisfaction of Cost Relative to Value

1
Since last award

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Emotional Footprint Overview

+72 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?

13% Negative

10% Neutral

77% Positive

Pros

Reliable
Enables Productivity
Performance Enhancing
Respectful

Cons

Commodity Features

Feature Ratings

Average 76

Agent Collaboration

Mobile Customer Care

Intelligent Search

Customer Community Management

Customer Service Knowledge Management

Contact Center Integration

Customer Service Workflow Management

Customer Self Service Capabilities

Agent Scripting

Multi Channel Support

Analytics and Reporting

Vendor Capability Ratings

Average 75

Ease of Implementation

Business Value Created

Quality of Features

Breadth of Features

Ease of Data Integration

Ease of Customization

Product Strategy and Rate of Improvement

Ease of IT Administration

Availability and Quality of Training

Usability and Intuitiveness

Vendor Support

Kayako Reviews

Hassan A.

Role: Operations
Industry: Gaming and Hospitality
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Oct 2024

It's a fantastic product, easy to use.

Likeliness to Recommend

8 /10

What differentiates Kayako from other similar products?

It's effortless to use and has a user-friendly interface. It offers you a variety of features. You can make macros for instant replies. You can also create different support layers for proper management of the support system. Search is also quite easy and effective. You can build an effective knowledge base for the users. It offers a variety of reports and gives you the liberty to extract reports of your needs. Its dashboard is very simple and full of required information, just a click away.

What is your favorite aspect of this product?

I like the most of its support layer structure, the macros, quick filter feature, and different reports.

What do you dislike most about this product?

There is nothing such as a bad feature of the product, Almost all features are good.

What recommendations would you give to someone considering this product?

I will highly recommend this product based on my personal experience of over 07 years.

Pros

Reliable
Enables Productivity
Trustworthy
Efficient Service

Siddharth S.

Role: Operations
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Sep 2024

Great tool! Easy to use!

Likeliness to Recommend

8 /10

What differentiates Kayako from other similar products?

Kayako stands out with its unified customer view, robust collaboration tools, customizable workflows, and intuitive interface for seamless support management.

What is your favorite aspect of this product?

My favorite aspect of Kayako is its multi-channel support functionality. The ability to manage customer interactions across email, social media, and live chat all in one platform enhances efficiency and ensures no inquiry slips through the cracks. This holistic approach not only streamlines the support process but also allows businesses to provide a more cohesive and responsive customer experience. The collaborative tools for team communication are also a standout feature, making it easier for agents to work together on complex issues.

What do you dislike most about this product?

One common critique of Kayako is that its pricing can be on the higher side for smaller businesses, making it less accessible for startups or teams with tight budgets. Additionally, some users have noted that the learning curve for certain features can be steep, which may slow down onboarding. Lastly, while it offers robust functionality, a few users have mentioned that the integration with other tools could be improved for a more seamless experience.

What recommendations would you give to someone considering this product?

Explore the free trial to assess features, prioritize multi-channel integration, customize workflows for efficiency, utilize training resources, and monitor analytics to optimize your support strategy effectively with Kayako.

Pros

Helps Innovate
Reliable
Enables Productivity
Effective Service

Farrah A.

Role: Operations
Industry: Telecommunications
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Apr 2023

Its a bit pricey and lacks alot of automations

Likeliness to Recommend

6 /10

What differentiates Kayako from other similar products?

Its easy to use

What is your favorite aspect of this product?

Implementation was super easy

What do you dislike most about this product?

lack of reporting and automations

What recommendations would you give to someone considering this product?

Look at what you need, if you need basic ticket system then its okay

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Kayako

What is Kayako?

Company Details

Need Assistance?

Awards & Recognition

Kayako Ratings

78 Likeliness to Recommend

1 Since last award

72 Plan to Renew

11 Since last award

80 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+72 Net Emotional Footprint

How much do users love Kayako?

Pros

Cons

Feature Ratings Average rating of all product features, some of which may not be shown below

Agent Collaboration Supports live collaboration between agent and customers, among customers (e.g. forums), and among service professionals (e.g. team-based customer service).

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Customer Community Management Creation and management of branded and focussed user communities.

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities offered or through 3rd party integrations.

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Customer Self Service Capabilities Customer-facing resolution wizards and guidance, community forums or integrations through 3rd part integrations.

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Kayako Reviews

Hassan A.

It's a fantastic product, easy to use.

Likeliness to Recommend

Pros

Siddharth S.

Great tool! Easy to use!

Likeliness to Recommend

Pros

Farrah A.

Its a bit pricey and lacks alot of automations

Likeliness to Recommend

Pros

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Feature Ratings

Agent Collaboration

Mobile Customer Care

Intelligent Search

Customer Community Management

Customer Service Knowledge Management

Contact Center Integration

Customer Service Workflow Management

Customer Self Service Capabilities

Agent Scripting

Multi Channel Support

Analytics and Reporting

Vendor Capability Ratings

Ease of Implementation

Business Value Created

Quality of Features

Breadth of Features

Ease of Data Integration

Ease of Customization

Product Strategy and Rate of Improvement

Ease of IT Administration

Availability and Quality of Training

Usability and Intuitiveness

Vendor Support