About Kayako
Kayako pricing
Kayako has a free version and offers a free trial. Kayako paid version starts at US$30.00/month.
Alternatives to Kayako
Kayako Reviews
Feature rating
- Industry: Computer Software
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Kayako Classic (On-Premise) is a solution that covers all areas of support and more.
Customer Service Improvements resulting in winning a German Golden Stevie Award 2018.
Pros
It covers many areas of daily conversation handling activities: Ticket, Incident, Problem, and Complaint handling situations. If the basics do not suffice, custom fields and tracking options help iron out missing pieces. It contains a Knowledgebase that allows you to record Articles and information. Survey system (very handy for Event-Driven Surveys); Reporting options and quick access to tickets. One of the KEY FEATURES is that the tool is FAST and keeps a focus on the work area for staff, rather cluttering everything with detail fields. Finally, the web-interface is fully customizable and very useful in granting options to access the conversation handling tool. Did I mention Kayako Services being great in helping to resolve questions and issues when contacted? They do this very well!
Cons
It lacks a few items that I wish would be included (software is always under constant development, and Kayako customer service is very responsive and friendly): proper comprehensive auditing when tickets are handled (like automatically submitted communications recorded with date and time); Complaint Handling structures based on tickets; improved linkages between tickets (though possible it is not done in a single click); KBA link to tickets; Reporting is nice though it lacks options to customize charts, colors and the way detail can be presented (formatting through configuration rather customization). Another drawback in a recent release is that a lot of browser cell padding has been introduced causing the display of elements unnecessarily spread out across a regular HD monitor. Luckily this can be customized using CSS injection or system-wide CSS manipulation.
- Industry: Computer Software
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Support makes the difference when comparing this to other competitors
Kayako helps keep all of our customer communication centralized into a single support suite. It allows our customers to engage more frequently with self-serve help (knowledgebase), chat, and email. Kayako makes it easier for our staff to troubleshoot and resolve any issues.
Pros
The new interface is very modern and much more exciting than the other interface. It is much faster and friendlier to use. The support is available for questions and bugs, whereas some competitors do not offer support of implementation. The price of the software is a little steep when comparing it to competitors that offer more, but being a Kayako customer for 10+ years on a perpetual license granted us a pretty steep discount that made the pricing make more sense for us.
Cons
I wish they had more features such as ability to get more customer feedback which would help our product development. There are other software similar to Kayako that have a feedback component that allow users to voice their "opinions" and then other users can vote on that. I would like to see this in Kayako and have been asking for about 10 years now.
- Industry: Computer Software
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Kayako - Can be better!
I have been using Kayako for more than five years. This has been the software we use for all internal and client communication. As mentioned earlier it is a simple tool which takes only a few times to practice, thereafter you get the hang of it. However after using other email softwares, Kayako's limitations regarding formatting, inserting images and capturing the entire thread has always been a hassle for me. Additionally we are only given admin rights to our own teams. If a ticket generated by me is moved to an internal team I do not have access for, I cannot view the updates on the ticket.
Pros
Kayako helps me organize my tickets into as many folders I want, thus making me work on those tickets conveniently and effectively. If I am an admin or have admin access to my staff folders I can also access all of their folders to get an update on tickets. It's easy to learn and use. I love the reports feature on Kayako. We can create as many reports we want and automate them. The follow ups feature is also great to keep track of pending tasks and serves as good reminder.
Cons
There are a few issues I encountered as I worked on Kayako. Kayako doesn't allow us format the font or content, so underlining, italicizing etc is not possible in an email. We cannot include images, charts or graphs in the body of the email. When you hit reply on a ticket, the original email thread is not included. So if you need to know the previous conversation, we need to copy and paste the email.
- Industry: Internet
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Powerful System, Steep Learning Curve
Kayako is where we manage all of our client tickets. It is great for my daily work routine and allows me to stay on top of many tasks at the same time. I have been working with it for 1.5 years and it works great for me now, but the first few months took a long time to get used to. Things are not where you would think they would be. The system is VERY customizable, however, and if you have a person that can put in the work to set the system up, it can be bent to fit your specific company needs.
Pros
Kayako automates a lot of the communication and tracking processes for us. Since my company has put the time into setting up Kayako to meet our companies needs, I am able to focus mostly on client communication and not administrative tasks.
Cons
The system is very particular about what you can and can't do. Things that seem like they would be obviously included do not exist (seeing all open tickets from an organization, for example), and must be either set up manually or gotten to in a roundabout way. Kayako also requires a steep learning curve and is not an intuitive system.
- Used Daily for 2+ years
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Review Source
We have used kayako for years now. It's very valuable to our day-to-day operations.
Very easy to use. Helps us track hundreds of email tickets daily.
Pros
It's been easy to use, and makes it easy to stay on top of many different customer issues. Whenever we have had a question Kayako support is able to fix the issue quickly in real time.
Cons
I really don't have a negative comment to say about the software. It's invaluable to our operation. Kayako customer support is alway able to assist quickly in real time.
