Likelihood to Recommend Comm100 has been great for getting customers to specific pieces of content (drivers, downloads, collateral, use cases, etc.) while the customer reaches out. The ability to share specific links in the chat window and have a preview appear is especially neat
Read full review When it works, It's without a doubt a great help desk solution. It is perfect for our usage, and have rolled it out company-wide. It's great if you have multiple departments. We have it set up so most items come through a single desk that then hands out tickets to their proper department. There may be cheaper options for smaller organizations but for one that is as service-driven as ours, we really think Kayako is a great fit.
Read full review Pros We have a live chat icon on the website, so users can easily contact us for instant support. Previously, we had to use email as the main contact channel. By using live chat, we found the conversation rate improved a lot, as customers are happier to get instant support. Read full review Gives a very good report on an individual level of what is being done for a customer or corporate issue. Easy to understand who has what, what the tickets are about, how long they have been opened and how many times the customer/employee have gone back and forth with each other. Nice dashboard view. Read full review Cons Salesforce integration is good, but is a touch buggy, and is tough to diagnose. If you know anything about computers, the training Comm100 provides is remedial. Read full review Departments need a bit of work. Even though you can have multiple departments, the only changes that can be made are globally. If you want independent queues within the departments, you have to do a lot of work that can be very confusing. Survey system is not up to speed. Kayako really needs to add Net Promoter Score into their system. Also, if a staff user removes their name from an incident ticket, it removes them from the survey so you really can't even get a good estimate of how well your staff is in the eyes of the customer. Very difficult to implement when you already have a customer base. Setting them up in organizations is difficult. Also, the sign-up for new customers is quirky. If you send an email to Kayako, it will say you are not an authorized user, however, it will store your email address. If you try to send an email a second time, it will go through. This is one of many reasons why we decided to move from Kayako to Oracle Service Cloud. Read full review Likelihood to Renew We are grandfathered in on their old Software-assurance pricing and our continued use costs us only a few hundred dollars a year (excluding hosting expenses) Our team's processes are now heavily ingrained in the system We have not been shown a more compelling option that is more cost-effective while still offering all the features we've come to expect Read full review Usability Super easy to use if you know anything about computers. Comm100 has done a good job of putting together functionality and easy of use for all levels.
Read full review I did not come from an IT background and I picked this program up quickly
Read full review Reliability and Availability They are really good, but it takes a while to get back, because of the large time difference to the Eastern US. However, they are very helpful.
Read full review Support Rating Customer support seems pretty good — though we haven't had many issues, our experience with getting them to troubleshoot our Salesforce integration was really the only frustrating part. We had to repeat ourselves a bunch, and the issue never really went away. We just ignored it and moved beyond
Read full review We didn't have to use support too much, but when we did, they were able to assist us and help us make everything work. Mostly we used their Online KB and step by step instructions to get all of our issues resolved. Read full review Implementation Rating Three years in we are about as happy with Kayako as we could be. We've had several employee's leave and on-boarding new hires was easier than it has ever been as things are uniform and consistent across the entire application.
Read full review Alternatives Considered After a lot of research, Comm100 was our first choice. No other platform seemed as robust or provided us with as much room for growth as Comm100 did/does.
Read full review We were using
Spiceworks for a few years before switching to Kayako but found that it wasn't as customizable or as user friendly for our customers. The SNMP scanning and inventory features with
Spiceworks was nice but we needed more of a Help Desk that would allow us to scale our services to more companies.
Read full review Return on Investment Our download-to-purchase cycle increased by around 3% after applying the live chat system. Read full review Tickets were definitely responded to faster once we implemented the audible alarm that would go off when new tickets came into the queue. This was possible because of the API. Since the system was email based we could set our monitoring software up to generate tickets automatically via email for customers when it found something out of the ordinary. Read full review ScreenShots