Kayako product overview

Kayako is a fully-integrated help desk and customer service software designed to increase team productivity and build customer loyalty. The software provides organizations with a cloud-hosted tool to immediately start supporting customers.

Kayako comes with out-of-the-box functionalities that streamline request and conversation management for customer service teams. The solution includes a live chat feature to help with customer support success. This tool enables teams to provide a tailored and engaging live chat experience 24/7.

Companies can help customers in real time across every channel, all from within Kayako’s dashboard. The platform also allows organizations to deliver customer service in multiple languages across live chat, email, Facebook, and Twitter. Kayako gives a complete picture of the customer’s journey and provides the information necessary to deliver a personal and connected customer experience.

Kayako can serve a wide range of customer service needs, from small businesses to large companies. It is available in both SaaS and on-premise configurations.

Pros of Kayako

Kayako lets users collaborate as a team. Users can stay in the loop and know when someone else on the team has updated a ticket or advanced a conversation. Team members can instantly engage with experts across the organization as well as with outside vendors and suppliers to resolve complex issues.
The software personalizes team productivity. Users can utilize the system’s pre-written responses and macros to automate customer service without losing the personal touch.

Cons of Kayako

Kayako offers custom fields, but these fields are not searchable or sortable. Users can only sort and search pre-programmed fields.

Breakdown of core features

Live chat

Kayako’s live chat software can be added to the organization’s help center, website, and mobile apps to support customers, engage visitors, and convert prospects into leads in real time. Kayako also has a proactive live chat feature that automatically engages prospects and helps customers.

Self-service

The self-service feature monitors what customers are searching for to identify areas for improvement. It reduces agents’ workloads by setting up automated replies for common questions and deflecting new support requests to the Help Center. Kayako allows businesses to create Help Centers to give customers a single destination for support that’s available 24/7. Customers can access self-help articles, videos, FAQs, self-service communities, and a complete view of their support history with Kayako’s Help Centers.

Collaboration

Kayako houses all communication in one central place, free of email chains and disjointed notes. Collaborators in Kayako can come from any internal team, such as sales, shipping, billing, and returns. The Collaborator feature allows agents to harness the expertise of external stakeholders, like vendors and suppliers, to help resolve complex customer service challenges. Collaborators can pool insights by leaving private notes, assisting agents with conversations, and drafting help center articles. The input gathered from these collaborators is then saved for future reference.

(Last updated on 06/23/2021 by Liz Laurente-Ticong)