Kayako

4.0 (172)
Write a Review!
Unified customer service platform

About Kayako

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.


Key benefits of Kayako

  • Unify email, social, and live chat conversations together in one tidy place with Kayako.

  • Build closer relationships: Kayako helps users understand their customers better in order to provide the right support at the right time, in their context.

  • Work better together: Kayako removes the distance between individuals, their team and their customers for more efficient and effective support.

  • Offer a human live chat experience, and have personal conversations with modern real-time messaging.

  • Route conversations to the right agent, and bring the whole company on board using Kayako's collaborators feature.

  • Images

    Kayako Software - Keep on top of multi-channel conversations
    Kayako Software - Unified cases: see each customer's information in the context of the conversation to get more personal.
    Kayako Software - No more manual effort: measure and streamline processes to find out where to improve, and build workflows
    Kayako Software - Teams and customers can pick up the conversation via the website and across channels, real-time or not
    Kayako Software - Bring it all together: understand the customer’s context and see their CRM, event and support history in Kayako. No more switching apps and less back-and-forth.
    Kayako Software - Continue the conversation: Kayako creates a single view of each conversation even as a customer moves between channels, so no one needs to repeat themselves
    Kayako Software - Build a rich and engaging knowledge base that customers will use
    Kayako Software - Customer service isn't just a desk job: Kayako offers native mobile apps to help stay in touch with customers and the helpdesk from anywhere
    View 8 more
    Kayako Software - Keep on top of multi-channel conversations
    Kayako Software - Unified cases: see each customer's information in the context of the conversation to get more personal.
    Kayako Software - No more manual effort: measure and streamline processes to find out where to improve, and build workflows
    Kayako Software - Teams and customers can pick up the conversation via the website and across channels, real-time or not
    Kayako Software - Bring it all together: understand the customer’s context and see their CRM, event and support history in Kayako. No more switching apps and less back-and-forth.
    Kayako Software - Continue the conversation: Kayako creates a single view of each conversation even as a customer moves between channels, so no one needs to repeat themselves
    Kayako Software - Build a rich and engaging knowledge base that customers will use
    Kayako Software - Customer service isn't just a desk job: Kayako offers native mobile apps to help stay in touch with customers and the helpdesk from anywhere

    Not sure about Kayako? Compare with a popular alternative

    Kayako

    4.0 (172)
    VS.
    Highly reviewed

    Starting Price

    US$30.00
    month
    US$7.53
    month

    Pricing Options

    Free version
    Free trial
    Free version
    Free trial

    Features

    71
    165

    Integrations

    65
    22

    Ease of Use

    3.9 (172)
    4.1 (14,928)

    Value for Money

    3.8 (172)
    4.3 (14,928)

    Customer Service

    3.9 (172)
    4.2 (14,928)
    Green rating bars show the winning product based on the average rating and number of reviews.

    Alternatives

    Jira

    4.4
    #1 Alternative to Kayako
    JIRA is the tracker for teams planning & building great products. Millions choose JIRA to capture & organize issues,...

    Freshdesk

    4.5
    #2 Alternative to Kayako
    Freshdesk is a cloud-based customer service software that offers powerful solutions that businesses of all sizes use to...

    Salesforce Service Cloud

    4.4
    #3 Alternative to Kayako
    Salesforce Service Cloud helps to automate customer support combining unified case management, knowledge base, social...

    Zendesk Suite

    4.4
    #4 Alternative to Kayako
    Zendesk's fully customizable service solution scales with your business and enables organizations to solve tickets...

    Reviews

    Overall rating

    4.0 /5
    (172)
    Value for Money
    3.8/5
    Features
    3.9/5
    Ease of Use
    3.9/5
    Customer Support
    3.9/5

    Already have Kayako?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

    Showing 5 reviews of 172
    Owen
    Owen
    Overall rating
    • Industry: Higher Education
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support

    Kayako has made our jobs far easier and our service users so much more satisfied.

    Reviewed on 19/06/2018

    Pros

    Being able to manage incoming emails as tasks that can be assigned to people and then easily marked as complete when done has allowed us to work faster and more efficiently.

    Cons

    Some of the options could be easier to use. I think that macros, templates and automated replies could be more user-friendly.

    Weston
    Weston
    Overall rating
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support

    Easy to configure and use

    Reviewed on 17/04/2018

    Pros

    Kayako offers great flexibility for a cloud based customer support system. Their customer support is great.

    Cons

    Reporting could be a little more robust, and being able to select defaults for tickets is a much needed improvement we're still waiting for

    Verified Reviewer
    Overall rating
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 0.0 /10

    Software is buggy, support is not keeping up with requests. India-based support.

    Reviewed on 21/06/2018

    Pros

    - Standard support tracking software not trying to "re-invent" how support should run.
    - Price is "ok", but alternatives should be considered first, given more mature platforms are available for the same price point.
    - Ability to offer Email / Chat / Social support which are well integrated
    - KB articles is included which is good, fairly configurable on the visual front (ie more than Intercom)
    - Ready to go if you are looking for a simple support system with a single team / person / level of support.

    Cons

    - The integration with the KB articles is incomplete and there is no value-add in using a single platform for both KB + Ticketing.
    - Live Chat messenger is limited in functionality
    - We have discovered that the software was completely overhaul 2 years ago to make it cloud-based (previously server installed) and not as stable as one would expect for a 10 yo company.
    - Their support is passing the "buck" continuously and ends up closing issues which were not resolved.
    - features are promised to be delivered with ETA and are either not delivered or half-baked
    - full disclosure we are planning on migrating away within 3 months.

    Radoslav
    Radoslav
    Overall rating
    • Industry: Computer Software
    • Company size: 11–50 Employees
    • Used Weekly for 1+ year
    • Review Source

    Overall rating

    • Ease of Use
    • Likelihood to recommend 8.0 /10

    Kayako Review

    Reviewed on 04/08/2019

    I have been using it for support purposes of the software that I and my team were developing. It is...

    I have been using it for support purposes of the software that I and my team were developing. It is cool and we organized our tickets very easily. Everything was organized by departments and everyone could see his or her own tickets. I think it is a cool tool for supporting purposes.

    Pros

    1. There is Live Chat - you can chat with your clients any time you want and keep in touch for any kind of problems they have.
    2. You can easily manage your tickets.
    3. You can organize your tickets to come to different departures.
    4. You have a history log of all your tickets and communications on them.
    5. The app is cool for its price.

    Cons

    For my purposes, I have no cons to say about this software. I feel good to use it and there were no problems for me.

    Ricardo
    Ricardo
    Overall rating
    • Used Daily for 6-12 months
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 8.0 /10

    Customer support is great if you like chatting but for my preference, speaking to someone does...

    Reviewed on 19/06/2018

    All IT related issues are centralized in one place.

    All IT related issues are centralized in one place.

    Pros

    Once you get to use the software, its easy to manage. One feature I like, we are able to use LDAP to authenticate users. Makes registering users a breeze. Users have one less password to worry about when logging in.

    Cons

    Some of their features are not cut and dry and their instructions need a bit of clarity. Sometimes requires call but for the most part its detailed

    Showing 5 reviews of 172 Read all reviews

    Kayako FAQs

    Below are some frequently asked questions for Kayako.

    Kayako offers the following pricing plans:

    • Starting from: US$30.00/month
    • Pricing model: Free Version, Subscription
    • Free Trial: Available

    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.

    Kayako has the following typical customers:

    Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000

    Kayako supports the following languages:

    Dutch, English, French, German, Italian, Portuguese, Spanish

    Kayako supports the following devices:

    Android (Mobile), iPhone (Mobile), iPad (Mobile)

    Kayako integrates with the following applications:

    123FormBuilder, ActiveCampaign, Adobe Commerce, Alchemer, Basecamp, BigCommerce, Campaign Monitor by Marigold, Chargebee, Constant Contact, Dropbox Business, Drupal, Eventbrite, FreshBooks, Geckoboard, GetResponse, GitHub, Gmail, Google Analytics 360, Google Calendar, Google Docs, Google Drive, Google Workspace, Hootsuite, HubSpot CRM, Hubstaff, InsightSquared, Intercom, Jira, Joomla, Keap, LinkedIn for Business, Mailchimp, Marketo Engage, Meta for Business, Microsoft Outlook, Microsoft Viva Engage, Nicereply, Nimble, PagerDuty, PayPal, Pipedrive, Pivotal Tracker, Podio, QuickBooks Online, QuickBooks Online Advanced, Recurly, Salesforce Marketing Cloud Account Engagement, Salesforce Sales Cloud, Shopify, Slack, Stripe, SugarCRM, SurveyMonkey, Teamwork.com, Trello, Twitter/X, Typeform, ValueOps, WooCommerce, WordPress, Wufoo, Xero, Zapier, Zoho CRM, Zuora

    Kayako offers the following support options:

    Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

    Related categories

    See all software categories found for Kayako.