4 / 5 29 reviews

Who Uses This Software?

Organizations of all types and sizes - from microbusiness to the enterprise - trust Kayako to power their customer service.

Average Ratings

29 reviews
  • 4 / 5
  • 3.5 / 5
    Ease of Use
  • 3 / 5
    Customer Service
  • 3.5 / 5
  • 3.5 / 5
    Value for Money

Product Details

  • Starting Price
  • Free Version
  • Deployment
    Installed - Mac
  • Training
    In Person
    Live Online
  • Support
    24/7 (Live Rep)
    Business Hours

Vendor Details

  • Kayako
  • http://www.kayako.com/
  • Founded 2001

About This Software

With Kayako, customer-obsessed businesses get better at delivering effortless customer service experiences.

Customer service is changing. Today, your customer expects to be recognized and understood as an individual, not a ticket. Unlike traditional helpdesks, Kayako connects the dots between your support channels, your customer's information, and your team.

Kayako is used by over 130,000 customer support pros in businesses around the world, including Peugeot, NASA, and Fedex.

  • Agent Scheduling
  • Alerts / Escalation
  • Appointment Management
  • Assignment Management
  • Automated Routing
  • Automatic Customer Notices
  • Availability Management
  • Billing & Invoicing
  • Call Me Option
  • Change Management
  • Co-Browsing
  • Community Forums
  • Complaint Monitoring
  • Configuration Management
  • Contract / SLA Management
  • Contract Management
  • Customer Database
  • Customer Engagement Center
  • Customer Experience Management
  • Dashboard
  • Document Management
  • Escalation Management
  • Geo Targeting
  • Help Desk
  • Historical Audit
  • IT Service Desk
  • Inbox / Queue Management
  • Incident Management
  • Issue Auditing
  • Knowledge Base
  • Knowledge Database
  • Known Issue Management
  • Live Chat
  • Multiple Brands / Products
  • Offline Form
  • Persistent Chat
  • Proactive Invitations
  • Problem Management
  • Project Management
  • Recurring Issues
  • Release Management
  • Rich Text Editor
  • Scheduling
  • Self Service Portal
  • Shortcut Messages
  • Surveys & Feedback
  • Task Management
  • Ticket Management
  • Transfers / Routing
  • Trouble Ticketing
  • Video Chat
  • Visitor Targeting
  • White Label Branding
  • Work Order Management

Kayako Latest Reviews

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Kayako is a very good software for helpdesk, and must-have for any e-commerce company

5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Save much time to handle and manage request from customer which they sent to us via emails from multi channels and helpdesk

Pros: I like the way it handle and create new ticket from email. That's very helpful as we dont have to check email everyday for new request from customer. And the way it handle tickets are very smart and easy to use. You also can sort the ticket with many filter too. That's very helpful. You could also assign a ticket to other staff or department which helps customer have a right and correct answer, even when they send new ticket to wrong place or email

Cons: It does not link well to Magento, so you cant look up customer database or their order to get more info before reply customer ticket

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Excessive Charges For Existing Customers

3 / 5
Ease of Use
3 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money

Comments: I recommend buying an alternate solution instead of Kayako until such time as they look after their customers, stop hiking the prices up and respond to support requests.

Pros: The download version is excellent software and has many great features for supporting customers via email, telephone and live chat.

Cons: Kayako charge existing customers that have perpetual licenses extremely high charges for support. Kayako introduced new excessive support and upgrade charges well beyond the original agreement that perpetual licences holders had originally agreed and signed up for. Failure to pay the additional charges means that software updates are not available. Kayako has many bugs which are resolved with the upgrades.