Kayako
6.5 / 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.

77 Likeliness to Recommend

62 Plan to Renew

2
Since last award

81 Satisfaction of Cost Relative to Value

1
Since last award


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Emotional Footprint Overview

+62 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?

18% Negative
13% Neutral
69% Positive

Pros

  • Reliable
  • Enables Productivity
  • Helps Innovate
  • Performance Enhancing

Cons

  • Commodity Features
  • Less Effective Service

Feature Ratings

Average 75

Contact Center Integration

83

Intelligent Search

81

Customer Community Management

81

Agent Scripting

81

Multi Channel Support

80

Agent Collaboration

80

Customer Self Service Capabilities

77

Mobile Customer Care

76

Customer Service Workflow Management

75

Customer Service Knowledge Management

75

Analytics and Reporting

71

Vendor Capability Ratings

Average 73

Quality of Features

80

Ease of IT Administration

79

Product Strategy and Rate of Improvement

64

Ease of Data Integration

62

Availability and Quality of Training

61

Ease of Implementation

60

Usability and Intuitiveness

59

Vendor Support

56

Ease of Customization

55

Breadth of Features

51

Business Value Created

33

Kayako Reviews

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

Gregory D.

  • Role: Information Technology
  • Industry: Electronics
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Apr 2023

A stable and reputable helpdesk software

Likeliness to Recommend

7 / 10

What differentiates Kayako from other similar products?

Kayako is a strong, stable and reliable product that has been around for many, many years. Like wine, it has gotten better with age. It is simple to use and implement, and simple to administer.

What is your favorite aspect of this product?

The self-service part is the one we use the most, both for internal and external purposes. Kayako is used by virtually every department in the company, from IT to facilities, purchasing, security and HR... The ticketing system is very simple but very efficient, and easy to use.

What do you dislike most about this product?

We've been using Kayako for more than 15 years now and it's still going strong in our company, although, since the price hike, we've considered moving away from this solution. Having said that, other solutions on the market are similarly priced and our cheaper prices were merely the result of being an early adopter. Overall, Kayako is a solid product, but it does lack ITIL capabilities which we do need, so eventually we are planning to change it to something else.

What recommendations would you give to someone considering this product?

Best option for new clients is to evaluate the software first to make sure the functionality on offer is at the level expected.

Pros

  • Performance Enhancing
  • Enables Productivity
  • Saves Time
  • Respectful

Cons

  • Less Effective Service
  • Vendor Friendly Policies
  • Leverages Incumbent Status
  • Role: Information Technology
  • Industry: Media
  • Involvement: IT Development, Integration, and Administration
Validated Review
Anonymous Reviewer

Submitted Apr 2023

a support helpdesk software that I can trust

Likeliness to Recommend

8 / 10

Pros

  • Reliable
  • Enables Productivity
  • Trustworthy
  • Effective Service

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