Financial Services, 11-50 employees
Less than a year
“Excellent software”
Pros
Kayako really simplifies customer interactions by bringing everything into one platform. It helps organize and track everything easily, while also allowing us to engage with customers across multiple channels.
Cons
Honestly, I can't think of any negatives. So far it is been great for us.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Program Development, 51-100 employees
Less than a year
“It's an all-in-one tool”
Pros
I was able to resolve a customer issue really quickly by just tracking their ticket and providing a solution, all within one platform and that's Kayako.
Cons
When I was trying to find a specific report, the interface was so cluttered that it made it hard to find what I needed.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
8
Computer Software, 11-50 employees
Less than a year
“Makes our customer interactions better”
Pros
It's great having all customer interactions in one place as it makes it easy for us to track and resolve issues, like finding past conversations quickly when a customer has a follow-up question.
Cons
Kayako can feel a bit overwhelming for new users, especially when you are trying to navigate all the features and set everything up. It takes a bit to get used to.
Rating Distribution
Ease of use
9
Value for money
10
Customer Support
8
Functionality
9
Internet, 51-100 employees
Less than a year
“Perfect for teams with fewer members”
Pros
I found Kayako really easy to use. Also the interface is highly user-friendly, which makes managing customer inquiries a breeze. Overall, I had a really positive experience.
Cons
My experience with Kayako has been mostly positive, but I didn't dive too much into the analytical features (if there are any). I think adding some solid analytical tools could really make the platform more useful, giving users more insights. It's something to consider adding in the future.
Rating Distribution
Ease of use
8
Value for money
8
Customer Support
8
Functionality
8
Program Development, 11-50 employees
Less than a year
“Has useful tools but needs improvements”
Pros
When it comes to managing and tracking the help desk, Kayako offers a lot of useful tools to make everything run smoothly. The feature I like most is the scheduled query extraction that sends a report to my email. This helps me keep track of ticket progress and makes creating reports for stakeholders a lot easier.
Cons
Not being able to add a recipient in the "To" field for an email that comes from a ticket makes it harder to properly direct the issue. I always have to put the person in CC, which is a bit inconvenient.
Rating Distribution
Ease of use
8
Value for money
10
Customer Support
10
Functionality
8
Design, 101-500 employees
More than a year
“Better options are available”
Pros
We have been using Kayako for a long time. In the past, the support was pretty responsive. The classic version worked well, and the ticketing functions were effective.
Cons
Unfortunately, they got bought out by another company and things have gone downhill since then. Support is often unable to help with issues, billing is usually wrong and the parent company seems to be moving functions out of Kayako.
Rating Distribution
Ease of use
3
Value for money
1
Customer Support
1
Functionality
1
Apparel & Fashion, 1-10 employees
Less than a year
“Decent, but there is room for improvement”
Pros
I like using Kayako because it lets me customize the customer support system to fit my needs. Also it is really easy to use and customers can reach us either directly or through social networks.
Cons
There is definitely room for improvement, especially with customer service, but overall it is still a good tool.
Rating Distribution
Ease of use
8
Value for money
6
Customer Support
8
Functionality
6
Consumer Goods, 101-500 employees
More than a year
“Easy to use but works slow at times”
Pros
Kayako is easy to use as it makes it simple for us to figure out what tools we need to support our customers.
Cons
Kayako tends to be a bit slow at times, and it affects the overall performance of our agents. It can be frustrating.
Rating Distribution
Ease of use
7
Value for money
10
Customer Support
10
Functionality
9
Animation, 51-100 employees
Less than a year
“Perfect for managing communication across platforms”
Pros
This software has really helped me improve communication and build a solid customer service system within our organization. It's really easy to use too.
Cons
I haven't really run into any major problems using this software, but the price is kind of high. Also, the free version looks a bit different from the paid one.
Rating Distribution
Ease of use
10
Value for money
9
Customer Support
10
Functionality
10
Computer Software, 11-50 employees
Less than a year
“What makes Kayako our top choice?”
Pros
The thing I like most about Kayako is how it handles database management and queue management. It is simple and efficient.
Cons
Kayako data security needs to be improved as I am not super confident about it.
Rating Distribution
Ease of use
8
Value for money
6
Customer Support
10
Functionality
6
Banking, 500+ employees
More than a year
“So far, I am so happy with Kayako”
Pros
Kayako is one of the best ticketing and support systems I've worked with. The user interface is really friendly. I can easily manage unassigned tickets by assigning them to the right people. It keeps track of all the tickets be it open, in progress and closed. The best part is the ongoing ticket monitoring. If a ticket is overdue, it gets highlighted so you know it needs attention. I also like the macros feature, which lets me use standard responses without typing everything out again. Plus it makes it easy to manage and generate customer reports, which is a great feature. You can create different sections and subsections for better ticket management. The knowledge base is amazing too as it lets you create glossaries and FAQs to help users. Adding notes to users and tickets is another great feature, making it easier for others to understand and assist.
Cons
The only issue I have experienced is lag when using Kayako with Firefox on Windows 7. Sometimes the keyboard stops responding, and I can't type in the answer section of a ticket, which can be pretty annoying.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Higher Education, 500+ employees
More than a year
“Met our requirements, but we are switching”
Pros
It does a good job handling general ticketing and routing, and I found the self-service portal for end-users is pretty solid too.
Cons
Building reports with Kayako was more complex than it needed to be, and it made the reporting feature pretty much unusable. Even though the system itself was decent, the high costs and lack of support were the main reasons we stopped using Kayako.
Rating Distribution
Ease of use
6
Value for money
4
Customer Support
5
Functionality
6
Computer & Network Security, 1-10 employees
More than a year
“Works fine!”
Pros
I really like the email queue functionality and the user interface. Both make everything easier to manage.
Cons
It does not have much to offer when it comes to reporting functionality. It is a bit lacking in that area.
Rating Distribution
Ease of use
7
Value for money
10
Customer Support
10
Functionality
7