Table of Contents
Kayako is an excellent piece of helpdesk software in my opinion; I’ve tried it. Depending on the requirements and preferences you have regarding data security, Kayako can either be deployed on-premises at your business and accessible from there, or it can be accessed via the cloud. My company was able to provide customer care in a number of languages more efficiently because to the multilingual assistance provided by Kayako.
We appreciated that it offered choices for live chat, email, and social networking. We were able to connect with customers on multiple platforms because to the adaptability of our communication strategies. I was impressed by the number of big prizes that Kayako had previously won. Its dependability and effectiveness are demonstrated by the fact that a number of companies in the Fortune 500 have placed their faith in it.
Kayako is a leading contender for the title of finest helpdesk software. The price point as well as the features of Kayako make it a good value in my opinion. The customer service personnel responded quickly and effectively to problems and questions. The user interface of the software was praised for its ease of use by both our staff and our clients.
Kayako Specifications
Because Kayako is a solution that runs in the cloud, it is simple to install and utilize. In addition to this, it can be scaled to meet the requirements of organizations of any size.
| Feature | Description |
|---|---|
| Customer support | Kayako provides a comprehensive set of tools for managing customer support, including ticketing, knowledge base, live chat, and social media integration. |
| Self-service | Kayako’s help center allows customers to find answers to their questions without having to contact support. |
| Collaboration | Kayako provides tools for agents to collaborate with each other and with customers. This includes features such as internal notes, private messaging, and case assignment. |
| Reporting and analytics | Kayako provides a variety of reports and analytics that can be used to track and improve customer support performance. |
| Integrations | Kayako integrates with a wide range of third-party applications, such as CRM systems, e-commerce platforms, and social media platforms. |
| Visit Website |
What is Kayako?
Kayako is the most cutting-edge, multi-channel helpdesk and live chat software that can currently be purchased on the market. It does this by developing web-centric customer support solutions, which allow organizations to offer an improved support experience to their customers and to interact and cooperate more effectively as a group. The internet also provides access to these different kinds of solutions.
Kayako review: Plans and pricing
The pricing structure of Kayako is really straightforward, and the company offers four different plans with prices ranging from $15 per month per agent for the Inbox plan to $100 per month per agent for the Enterprise plan. Each plan adds to the features that are available in the level below it, and the three higher plans also allow you a specific number of free collaborators.
These are individuals who are able to make internal notes, but they are unable to reply to customers. You will be able to add more channels to a single unified inbox as you move up through the different plans, have more standard live chat responses available to you, and arrange your personnel into more teams as you do so.
The history of a customer is referred to by Kayako as “customer journeys,” and it enables you to grasp the context of each encounter you have with your customer. The Inbox plan is the only one that has a time limit of 30 days; all of the others do not. Additionally, the Inbox plan only supports a single language, whereas the other plans offer a number of different languages.
Kayako review: Help desk
Increased collaboration is made easier with the help desk that is based around shared inboxes that is used by the Kayako ticketing system. Collision detection is another feature offered by Kayako. This feature prevents numerous agents from replying to the same client conversations at the same time, which might otherwise lead to confusion. Upper-tier plans for Kayako feature five to ten free collaborators who are able to monitor and contribute to customer discussions by doing things like leaving internal notes to assist agents in answering inquiries.
‘However, these collaborators are unable to conduct outbound communications. Because of the contributions made by other users, your agents will spend less time on client interactions and will be able to have more one-on-one talks with customers without your having to pay for more Kayako user accounts.
Kayako review: Interface and in use
Our Kayako sign-up experience was less than ideal. We couldn’t log in after filling out the registration form with errors. We had to email sales support to get access, but it took days to fix. We weren’t thrilled with the sign-up process, but we were by what we found when we logged in. Kayako is one of the easiest helpdesk systems we’ve seen. The page load speed and user interface response time are also among the fastest.
We loved how you can scroll up from the last message in any chat to see the customer journey for each ticket. Kayako is meant to not overwhelm you with so many conversation pieces to watch or update. This interface lets you start using it right away and learn as you go. All Kayako dashboard areas feel the same, not only discussions. Setting up online apps can be frightening, but Kayako’s settings are simple and straightforward to grasp.
Kayako review: Security
From my own experience, I know that Kayako has a strong set of security features to keep your data and processes safe. Two-factor authentication (2FA), role-based access controls, and email verification tools like DKIM and SPF are some of these security steps. Plus, they block spam, make sure everyone follows strong password rules, and let you check logins against your own systems and third-party apps.
Kayako uses several levels of security to make sure that the platform is safe generally. This includes strong DDoS protection to stop cyberattacks, SSL encryption to keep data safe while it’s being sent, and well-thought-out plans for disaster recovery and duplication.
They also take physical security very seriously by making sure their data centers have backup generators, the most up-to-date fire suppression systems, and a strict process for checking the backgrounds of all workers. This all-around approach to security makes me feel safe when I use Kayako for work.
Final Words
The interaction I had with Kayako on a personal level left me with conflicting feelings. On the one hand, it is undeniably one of the most impressive online helpdesk systems I’ve ever encountered. Its extremely user-friendly nature is due, in large part, to the thoughtful design of its user interface as well as the general performance of the web application. Additionally, it provides an extensive assortment of functions at a cost that is not prohibitively expensive.
Despite this, the beginning of my adventure with Kayako was fraught with difficulties. My attempt to sign up for an account turned out to be a frustrating experience that required me to get in touch with their customer care personnel. Unfortuitously, this procedure took several days longer than expected before it finally came to a conclusion. To make matters even more difficult, in order to investigate the various support choices provided by the company, I was required to establish a second account with one of the company’s rivals operating in the helpdesk business.
Kayako review: The Good and Bad
A help desk solution that is oriented toward the customer and is designed to facilitate communication between the consumer and those who are providing support for them. Nevertheless, people who opt for Kayako must pay a premium to maintain their attentiveness.
The Good
- Functional.
- Lots of communication channels.
- Reasonable pricing structure.
The Bad
- Integration with other apps is mostly DIY.
- External vendor needed for remote desktop or voice chat.
Questions and Answers
SingleViewTM from Kayako integrates all of the interactions that a client has with your company into our help desk support ticketing system. This provides your agents with a centralized, user-friendly picture of the complete customer experience. These encounters may involve anything from making purchases and making returns to inquiring about technical support.
Kayako made the announcement that it has been purchased by ESW Capital, a private equity firm based in Austin, Texas that also owns the company Trilogy. ESW Capital plans to “further invest in creating a unified support experience centered around an integrated chat platform” after acquiring Kayako.