Kayako Customer Reviews 2024

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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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

61 Plan to Renew

3
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

Intelligent Search

Customer Community Management

Agent Scripting

Multi Channel Support

Agent Collaboration

Customer Self Service Capabilities

Mobile Customer Care

Customer Service Workflow Management

Customer Service Knowledge Management

Analytics and Reporting

Vendor Capability Ratings

Average 73

Business Value Created

Ease of Implementation

Product Strategy and Rate of Improvement

Ease of IT Administration

Breadth of Features

Ease of Data Integration

Availability and Quality of Training

Quality of Features

Usability and Intuitiveness

Ease of Customization

Vendor Support

Kayako Reviews

Kostiantyn B.

Role: Sales Marketing
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Apr 2023

It solved online chat and help centre questions.

Likeliness to Recommend

8 /10

What differentiates Kayako from other similar products?

Having an easy-to-use mobile app, cheaper pricing, intuitive UI.

What is your favorite aspect of this product?

Mobile app

What do you dislike most about this product?

Sometimes it was difficult to get a response from their support team and also analytics were quite limited at the moment when I used it.

What recommendations would you give to someone considering this product?

If you are looking for an affordable tool without hundreds of customisations and advanced tweaks, Kayako is doing a great job at it for a reasonable price.

Pros

Efficient Service
Respectful
Helps Innovate
Reliable

Cons

Commodity Features
Charges for Enhancements

Ellie B.

Role: Information Technology
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Sep 2022

Kayako is a one-stop solution for help desk issue.

Likeliness to Recommend

9 /10

What differentiates Kayako from other similar products?

Kayako provides all the required tools for the ticket managing process. It permits the simple creation of recent tickets from a chat and intensifies and de-escalates between totally different levels of support. It’s the foremost important part of support when your users have complicated cases that you need to solve in a matter of time. I want also to mention Kayako support which is always ready to assist you with any question that you have.

What is your favorite aspect of this product?

The benefit of choosing tickets and answering them is straightforward, the interface permits a constant flow of excellent work and high maneuverability, the filtering functions are also excellent and you can select the issues that you simply know how to solve faster. Kayako manages the ticket system well with tons of editing and customization. The color coding is one of the strongest features, as alternative ticket systems I’ve used, don’t have this feature.

What do you dislike most about this product?

The continual updates and enhancements in a system are continually necessary for the improvement of the system however in Kayako this is often not the case, there has been laziness on the part of the development team.

What recommendations would you give to someone considering this product?

The feature I liked the foremost is its interface is extremely friendly. The dashboard (home screen) provides me with handy info all in one place like my tickets, unassigned tickets, and owed tickets. It additionally provides me with information regarding the tickets category-wise which is very helpful. I would recommend it.

Pros

Reliable
Performance Enhancing
Trustworthy
Inspires Innovation

Role: C-Level
Industry: Technology
Involvement: IT Leader or Manager

Validated Review

Anonymous Reviewer

Submitted May 2022

Decent but not quite as good as other solutions

Likeliness to Recommend

6 /10

Pros

Helps Innovate
Reliable
Performance Enhancing
Enables Productivity

Cons

Commodity Features
Less Caring
Wastes Time

Kayako

What is Kayako?

Company Details

Need Assistance?

Awards & Recognition

Kayako Ratings

77 Likeliness to Recommend

61 Plan to Renew

3 Since last award

81 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+62 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

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

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.

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.

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

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

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

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

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

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

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.

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.

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.

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.

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.

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.

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.

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.

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

Kostiantyn B.

It solved online chat and help centre questions.

Likeliness to Recommend

Pros

Cons

Ellie B.

Kayako is a one-stop solution for help desk issue.

Likeliness to Recommend

Pros

Decent but not quite as good as other solutions

Likeliness to Recommend

Pros

Cons

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Feature Ratings

Contact Center Integration

Intelligent Search

Customer Community Management

Agent Scripting

Multi Channel Support

Agent Collaboration

Customer Self Service Capabilities

Mobile Customer Care

Customer Service Workflow Management

Customer Service Knowledge Management

Analytics and Reporting

Vendor Capability Ratings

Business Value Created

Ease of Implementation

Product Strategy and Rate of Improvement

Ease of IT Administration

Breadth of Features

Ease of Data Integration

Availability and Quality of Training

Quality of Features

Usability and Intuitiveness

Ease of Customization

Vendor Support