Unified customer service platform
4.1/5 (146 avaliações)Kayako is the unified customer service platform that helps companies manage customer requests and conversations over any channel, support customers better, and stay personal as they grow. Kayako connects the dots between support channels, customer information, and the team, unifying email, social, and live chat conversations together in one tidy place.
Help customers help themselves through Kayako's help center feature, allowing customers to answer their own questions, quickly and simply. Help center analytics enable users to track the phrases customers are searching for in order to optimize content. Brands can also build and customize multiple help centers, each with unique content and branding.
Kayako helps users visualize the customer’s journey and unify all customer interactions. The messenger feature allows users to support customers with a live chat experience that's as intuitive as messaging their friends. Brands can also help customers on the go with live chat on their mobile website or embedded in custom apps. Users can also bring customer activities from over 650+ apps for immediate context.
Vantagens
Kayako has been the best communication platform for professional communication that I have used so far. Kayako is recommended for both inter-team and external - client communication. The best feature of kayako is that it allows you to organize your emails into folder based on departments, status and the nature of the email content.
Also using other type of email platforms has been a worry at times and time consuming when trying to find all the back and forth communication happened on one email thread by multiple people, but kayako provides the best solution by capturing all the communication happened on one subject/email which is sent and received by one or many, in the same email thread which we call a "Ticket"
Interface of kayako can be designed and created as per the user's requirement and preference.
Also referring to an email has been very convenient as each ticket carries its own unique Ticket ID.
It also provides reports on emails based on its nature. ex: overdue, received within 24hrs and etc based on rules we set which allows to the user to be more organized, effective and proactive.
Desvantagens
Understanding and using the software is essential as it doesn't function like other email platforms but has its own organized interface. Inter team communication The software is mainly build for professional communication however I wish it could have few other options like adding colors, tables and etc but apart from that no other cons to mention.
Customer Service Improvements resulting in winning a German Golden Stevie Award 2018.
Vantagens
It covers many areas of daily conversation handling activities: Ticket, Incident, Problem, and Complaint handling situations. If the basics do not suffice, custom fields and tracking options help iron out missing pieces. It contains a Knowledgebase that allows you to record Articles and information. Survey system (very handy for Event-Driven Surveys); Reporting options and quick access to tickets. One of the KEY FEATURES is that the tool is FAST and keeps a focus on the work area for staff, rather cluttering everything with detail fields. Finally, the web-interface is fully customizable and very useful in granting options to access the conversation handling tool. Did I mention Kayako Services being great in helping to resolve questions and issues when contacted? They do this very well!
Desvantagens
It lacks a few items that I wish would be included (software is always under constant development, and Kayako customer service is very responsive and friendly): proper comprehensive auditing when tickets are handled (like automatically submitted communications recorded with date and time); Complaint Handling structures based on tickets; improved linkages between tickets (though possible it is not done in a single click); KBA link to tickets; Reporting is nice though it lacks options to customize charts, colors and the way detail can be presented (formatting through configuration rather customization). Another drawback in a recent release is that a lot of browser cell padding has been introduced causing the display of elements unnecessarily spread out across a regular HD monitor. Luckily this can be customized using CSS injection or system-wide CSS manipulation.
Getting us closer to our customers and helping them solving their problems. Kayako delivered that base functionality and more at the time we switched from one of the Atlassian products (2012). Since than we have enhanced to improve out internal workflows. However, there is a lot we would like to see in the near future to shorten ticket work time and able to switch to customer self managment / help for the simple stuff. The more we can get out of the core / base functionality the better it is for us which requires real commitment.
Btw. Industry selection is missing Enterprise software or similar.
Vantagens
As we use Kayako for a long time (since 2012?) you get used to it which makes it difficult answer. Thinking about it stability comes into mind. Beside usual software bugs our system is very stable and reliable and doesn't need much maintenance. We like the new UI that came with classic 4.90 as it gives a modern look. From the feature perspective ticket management works very well for us in general but there isn't a particular feature to high light.
Desvantagens
In first place we are missing the commitment for Kayako classic. Nothing has happened since two years (going to cloud announcement). However, this might change now. There are a lot of things that can be improved like Knowledge Base, File management, workflow, troubleshooting, etc. Back porting some of the new cloud features would be also much appreciated team collaboration, one workflow, etc. Lastly a much better and faster context aware search would help us a lot.
All of this has recently discussed with our new Kayako contacts.
There are so many helpdesk systems, Kayako has been our selected one, but we are still looking for better choice.
Vantagens
1- Beautiful user interface.
2- It Supports all activities in a helpdesk process.
3-14 days free trial
4-Good localization, so you can add your own translations to (just) on-premise version
Desvantagens
1- When you are Kayako admin and at the same time one of the staffs (Agent), you have to switch so many times between Admin / Staff panel to do your tasks. sometimes it makes me confused because knowing which setting is in admin panel and which one is in staff(Agent) panel sometimes is difficult.
2-I can say that Kayako is designed for too many clients for a limited number of services. If you have too many services each of them assigned to a client, Using Kayako would be difficult (But Possible). for example, you have to set permissions for widgets separately.
3-Kayako is not suitable for small teams. it requires a lot of time and effort for setting up.
4-Kayako integration and API's are limited. We couldn't integrate Kayako with our Self-Built project management and timesheet system.
5- Localization in cloud version doesn't work very well. We couldn't use Arabic in cloud version
Kayako helps keep all of our customer communication centralized into a single support suite. It allows our customers to engage more frequently with self-serve help (knowledgebase), chat, and email. Kayako makes it easier for our staff to troubleshoot and resolve any issues.
Vantagens
The new interface is very modern and much more exciting than the other interface. It is much faster and friendlier to use. The support is available for questions and bugs, whereas some competitors do not offer support of implementation. The price of the software is a little steep when comparing it to competitors that offer more, but being a Kayako customer for 10+ years on a perpetual license granted us a pretty steep discount that made the pricing make more sense for us.
Desvantagens
I wish they had more features such as ability to get more customer feedback which would help our product development. There are other software similar to Kayako that have a feedback component that allow users to voice their "opinions" and then other users can vote on that. I would like to see this in Kayako and have been asking for about 10 years now.
Inbox: $15 per agent per month - a shared email, chat, and social inbox for small teams
Growth: $30 per agent per month - customer service software for growing teams
Scale: $60 per agent per month - customer service software for larger teams and businesses
Kayako's Enterprise plan is also available for larger companies needing a custom approach to customer support software. The Enterprise plan starts at $100 per agent. Get in touch for more information.
In this day and age, your customers expect responses almost immediately. Customer support has become the make or break in your competitive edge. Kayako customer service app equips your team with the tools you need to deliver a better, more personal service to each customer, while reducing incoming support requests and response times.
Any business can benefit from a help desk app that enables you to deliver multi-channel support to both your internal and external customers. Kayako helps you better manage customer email, support requests, and live chats. It even helps your customers to discover their own solutions via its self-service help desk.
Kayako stands out as one of the only solutions that actually integrates your email, tickets, live chats, calls (with VoIP integration), self-service and remote desktop support into one virual help desk.
Using Kayako’s ability to switch seamlessly between channels, you can empower the team to use the best tool to tackle the job at hand — some things can be dealt with a quick live chat response, but sometimes you need to ameliorate the situation with the personal touch of a phone call. Kayako does the legwork for the agent: organizing all your correspondence, so your customer success team can focus on helping customers.
Managing response and resolution targets: Service Level Agreement (SLA) plans, response and resolution deadlines used to be for only big, bulky enterprise apps. Kayako makes the benefits of an SLA accessible even to SMBs. In Kayako, each SLA plan has a reply deadline and a resolution deadline—like “Sales standard SLA plan”—which keeps your customer support reps focused on solving the case at hand. You define the perimeters of which types of calls take priority, and you can even establish different perimeters for your sales reps than for your support team. You can even have different SLA plans for different categories of clients.
At the help desk level, Kayako’s SLAs help you focus your team on meeting both response time and resolution time targets. For customers, they know that they can expect an update within a certain period of time.
Kayako allows you to visualize your customer’s journey, and unify all your customer’s interactions from different apps in one place. This includes page views, orders, shipping history, and Help Center searches.
This provides customer service agents the context they need to help deliver a better customer support experience. Agents can provide the right support at the right time in a proactive, tailored, personal, and frictionless way, whatever the channel.
Kayako’s knowledgebase customer support center lets your clients navigate content, submit their own support tickets and log in to view the current issue and conversations surrounding it. Almost every page of this customer support center, ticket submission and live chat pages, including email templates, can be transformed by editing templates in the admin control panel.
There is also an active community around the Kayako customer service platform. Customers share tips, best practices and customizations. Dedicated Kayako solution providers pcovide training and integration services.
Kayako enables you agents to work better together in a number of ways. Any member of you support team can chime in on a customer conversation to get the issue solved quicker, fo example, if they have come across the same problem before. Your agents can also see if their colleague has already responded to or viewed a conversation, making sure you aren’t duplicating effort.
You can also automate conversation assignment across your team and trigger notifications based on conversation properties.
Kayako’s live chat tool is equipped with real-time visitor monitoring and proactive engagement.
With live chat automations, Kayako can be set to flag up potential opportunities and other customers pulling away, allowing for a deeper connection between sales and support.
Kayako features a dedicated live chat desktop app – Kayako Desktop – that is built for tech support operators who manage multiple chats and incoming calls at a time.
If your company has remote support agents, they can take advantage of Kayako’s mobile live chat or use any IM app that supports Jabber, via Kayako Chat Gateway.
Kayako has integrations made available to its download-only customers, including Salesforce, Freshbooks, Basecamp, Drupal, and MailChimp.
Kayako also has mobile apps for iOS, Android, Windows Phone and BlackBerry 10, giving your clients the freedom to help customers from anywhere. They can also use any IM app that supports Jabber, using the Kayako Chat Gateway.
There are five different price plans: Inbox - A shared email, chat, and social inbox for small teams - $9 per agent per month Team - A simple, modern help desk for small teams - $15 per agent per month Growth - Customer service software for growing teams - $29 per agent per month Scale - Customer service software for larger teams and businesses - $59 per agent per month *Enterprise - Available for larger companies needing a custom approach to customer support software - $90 per agent per month
Abaixo estão algumas perguntas frequentes sobre o Kayako.
O Kayako oferece os seguintes planos de pagamento:
A partir de: $15/mês
Modelo de preços: Assinatura
Avaliação gratuita: Disponível
Inbox: $15 per agent per month - a shared email, chat, and social inbox for small teams
Growth: $30 per agent per month - customer service software for growing teams
Scale: $60 per agent per month - customer service software for larger teams and businesses
Kayako's Enterprise plan is also available for larger companies needing a custom approach to customer support software. The Enterprise plan starts at $100 per agent. Get in touch for more information.
O Kayako oferece os seguintes recursos:
Os clientes habituais do Kayako são:
Autônomos, Grandes empresas, Empresas de médio porte, Non Profit, Administrações públicas, Pequenas empresas
O Kayako está nos seguintes idiomas:
Holandês, Inglês, Francês, Alemão, Italiano, Português, Espanhol
O Kayako tem os seguintes planos de preços:
Assinatura
O Kayako é compatível com os seguintes dispositivos:
Android, iPhone, iPad
O Kayako se integra com os seguintes aplicativos:
Customer Thermometer, Help Desk Migration, Jira Service Desk, Magento, NUACOM, Nicereply, PagerDuty, Retently, Slaask, SyncDojo
O Kayako oferece as seguintes opções de suporte:
FAQs, Fórum, Base de conhecimento, Suporte online, Suporte por telefone, Tutoriais em vídeo
I love using kayako as it has been the best communication platform which not only allows me to communicate but also provides me reports on any urgent email that I need to act on immediately which saves me from delayed tasks and replies.
Since we switched from outlook to kayako software for inter-team and client communication, kayako has provided the best communication platform which allowed us to to have an organized, easy to refer to and not only use but also can view any sent/received email from any location via any device.