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Kayako description
Kayako is a customer service software that helps teams manage customer support requests. It offers a shared inbox to organize all customer interactions from different channels like email, chat, and social media. It provides tools like collision tracking to avoid duplicate responses and allows internal collaboration for better issue resolution. With features like automated workflows and canned responses, it aims to boost team productivity and improve response times.
Who is Kayako best for
Kayako is a customer service software designed for small to medium businesses. It offers a shared inbox, automated workflows, and canned responses. Users praise its ease of use and ticket management features, while some dislike the lack of real-time notifications and reporting complexities. If your business needs a simple way to manage customer interactions across various channels, Kayako could be a good fit.
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Best for small to medium businesses seeking a centralized customer support platform.
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Ideal for software, IT, and telecommunications companies needing streamlined support solutions.
Kayako features
| Supported Kayako offers a shared inbox that promotes team collaboration and efficient response management. |
| Supported Kayako supports canned responses for efficient customer support. |
| Supported Kayako provides a record of past customer interactions for personalized support through its Unified Conversations feature. |
We evaluate the sentiment that users express about non-functional aspects of the software
Ease of Use
Reliability and Performance
Kayako reviews
We've summarised 234 Kayako reviews (Kayako TrustPilot reviews and Kayako G2 reviews) and summarised the main points below.
- Easy to assign and manage tickets.
- Helpful follow-up notes feature saves time.
- Dashboard provides all necessary information at a glance.
- User-friendly interface and fast loading times.
- Allows easy inter-department ticket transfers.
- No auto-refresh option, requires third-party plugins.
- Lacks real-time ticket notifications.
- Difficult and confusing to set up custom reports.
- Unethical pricing practices, with dramatic increases and changes to contract terms.
- Slow customer support response times, with delays up to several days.
Kayako pricing
The commentary is based on 8 reviews from Kayako G2 reviews.
Kayako's pricing is a mixed bag according to users. Some find it affordable and a good value, especially for smaller businesses. Others have experienced significant, unannounced price hikes and consider the higher tiers costly. Some long-term users feel misled by initial pricing promises.
Users sentiment
See the Kayako pricing page.
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Kayako has a free trial.
Essential
Everything you need to kickstart your automated ticket resolutions. Includes Advanced Ticketing System, Unlimited AI Suggested Responses, Knowledge Base Audit, Self-Learning Mode, Multiple Chatbots & Customer Channels, API Access and Integrations.
Enterprise
Unlock the full power of Kayako with all enterprise features and functionality. Includes everything in Essential plus Fully Autonomous Resolutions, Ticket Summaries, Audio File Transcriptions, Multilingual Content, Powerful Reporting and Customizable Branding (Logo).
Kayako alternatives
TidioBetter for e-commerce businesses using Shopify. Has AI-powered chatbots for automated conversations and live chat. Is growing faster in website traffic but slower in employee growth. Offers a free plan.Read more
Happy DeskBetter suited for larger organizations and diverse teams beyond customer support. A Kayako alternative offering a knowledge base for self-service support.Read more
Jira Service ManagementBetter for IT teams and incident management. A Kayako alternative built on the Jira platform. More customizable workflows for internal teams. Robust reporting features. Steeper learning curve.Read more
ProProfs Help DeskBetter for Healthcare, Finance, Education, Transportation, Software/IT, and Marketing. A Kayako competitor and alternative with robust reporting and analytics features.Read more
ConfluenceBetter for project documentation and team collaboration. More suitable for enterprise knowledge management.Read more
GrooveHQBetter for e-commerce and retail. Has a faster employee growth rate and more positive user reviews. Easier to use and implement, but less reliable.Read more
Kayako FAQ
What is Kayako and what does Kayako do?
Kayako is a customer service software offering a shared inbox for managing support requests across various channels like email, chat, and social media. It features tools such as automated workflows, canned responses, and collision detection, aiming to streamline team collaboration and improve response times. It is ideal for small to medium-sized businesses.
How does Kayako integrate with other tools?
Kayako integrates with other tools through its open API and pre-built integrations. It connects with popular platforms like Salesforce, Slack, and Help Scout, enabling streamlined workflows and enhanced team collaboration. However, some users have noted the need for third-party plugins to extend functionality.
What the main competitors of Kayako?
Kayako competitors include Zendesk Support Suite, GrooveHQ, ProProfs Help Desk, and Jira Service Management. These alternatives offer similar features such as shared inboxes, automation, and reporting tools for efficient customer support management.
Is Kayako legit?
Kayako is a legitimate customer service software. User reviews are mixed. Some praise its ease of use and helpful features, while others cite difficulties with reporting, pricing, and support response times. Consider exploring alternatives if these concerns are critical for your business.
How much does Kayako cost?
Kayako's Essential plan is priced at $39 per agent. They also offer an Enterprise plan with custom pricing for larger businesses needing more advanced features. Contact Kayako for Enterprise pricing details. A free trial is available.
Is Kayako customer service good?
Kayako's customer service receives mixed reviews. While some users praise the helpful and responsive support team, others report slow response times and difficulty getting assistance. Some customers have also raised concerns about unethical pricing practices.
Reviewed by
Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.
Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.