What users are saying about
35 Ratings
35 Ratings
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Score 6.4 out of 101

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Likelihood to Recommend

Kayako

Kayako is suited for a small company that is just getting started. We are in the web-hosting industry and it was very hard to fully adapt the system the way we would have liked to. Kayako would be very good if you were hosting an ecommerce shop or customer service business where you can look at each customer interaction as separate and not over a long-term period.
Joshua Tobiansky profile photo

Feature Rating Comparison

Incident and problem management

Kayako
8.2
Organize and prioritize service tickets
Kayako
8.1
Expert directory
Kayako
9.0
Subscription-based notifications
Kayako
7.0
ITSM collaboration and documentation
Kayako
7.9
Ticket creation and submission
Kayako
9.2
Ticket response
Kayako
8.3

Self Help Community

Kayako
7.3
External knowledge base
Kayako
7.1
Internal knowledge base
Kayako
7.5

Multi-Channel Help

Kayako
7.5
Customer portal
Kayako
6.4
IVR
Kayako
8.0
Social integration
Kayako
7.0
Email support
Kayako
9.2
Help Desk CRM integration
Kayako
6.9

Pros

  • Kayako's chat system is very easy to use and set up. It integrates well with their control panel and organizes customer data.
  • Kayako makes it easy to communicate with your customers.
  • The built-in reports that Kayako provides are a good start to being able to monitor the work performed by staff.
Joshua Tobiansky profile photo

Cons

  • I have had only one issue with selecting different views. This is a pretty solid product.
Derrick Green profile photo

Likelihood to Renew

Kayako7.8
Based on 11 answers
This is one of the easiest systems I've used! You can come from any background and learn this system within days
Derrick Green profile photo

Usability

Kayako10.0
Based on 1 answer
I did not come from an IT background and I picked this program up quickly
Derrick Green profile photo

Reliability and Availability

Kayako7.5
Based on 2 answers
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.
Marie McCourt profile photo

Support

Kayako9.5
Based on 2 answers
The support team is partially in India so sometimes support availability can be a bit wacky, but they have always resolved my questions quickly and competently with zero fuss.
Nathaniel Bannister profile photo

Implementation

Kayako9.0
Based on 2 answers
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.
Nathaniel Bannister profile photo

Alternatives Considered

We only looked at a few. For a small software company, that only wanted to provide better support, it was affordable and easy enough to assimilate into our system.
Marie McCourt profile photo

Return on Investment

  • Increased employee efficiency
  • Better customer service
  • Workflow organization
Anne Hulsether profile photo

Pricing Details

Kayako

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details