Kayako

What differentiates Kayako from other similar products?

Kayako stands out with its unified customer view, robust collaboration tools, customizable workflows, and intuitive interface for seamless support management.

What is your favorite aspect of this product?

My favorite aspect of Kayako is its multi-channel support functionality. The ability to manage customer interactions across email, social media, and live chat all in one platform enhances efficiency and ensures no inquiry slips through the cracks. This holistic approach not only streamlines the support process but also allows businesses to provide a more cohesive and responsive customer experience. The collaborative tools for team communication are also a standout feature, making it easier for agents to work together on complex issues.

What do you dislike most about this product?

One common critique of Kayako is that its pricing can be on the higher side for smaller businesses, making it less accessible for startups or teams with tight budgets. Additionally, some users have noted that the learning curve for certain features can be steep, which may slow down onboarding. Lastly, while it offers robust functionality, a few users have mentioned that the integration with other tools could be improved for a more seamless experience.

What recommendations would you give to someone considering this product?

Explore the free trial to assess features, prioritize multi-channel integration, customize workflows for efficiency, utilize training resources, and monitor analytics to optimize your support strategy effectively with Kayako.

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.

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.