Kayako Reviews & Product Details

Kayako Overview

What is Kayako?

Kayako is effortless customer service software that helps teams be more productive and build customer loyalty. Unlike legacy support tools, Kayako brings together your multi-channel conversations and customer information, so you can support customers as a team and keep the personal touch, even as you grow.

Kayako Details
Website
Discussions
Kayako Community
Languages Supported
German, English, French, Italian, Dutch, Portuguese, Russian, Spanish, Swedish
Product Description

Kayako is effortless email, live chat, and knowledge base software that helps teams be more productive and build customer loyalty.

How do you position yourself against your competitors?

Kayako is help desk software that's a lot more helpful. Effortless customer service software that puts your customer at the heart of things: helping your team be more productive and your business build customer loyalty. Kayako Live Chat Software improves your client services by reducing response rates with quicker connect times.


Seller Details
Seller
ESW Capital
Company Website
Year Founded
1988
HQ Location
Austin, Texas
LinkedIn® Page
www.linkedin.com
117 employees on LinkedIn®

Overview Provided by:
Show More

Kayako Screenshots

Kayako Reviews

Write a Review
Filter reviews

LinkedIn®
Connections
Popular Mentions
Showing 196 Kayako reviews
Popular Mentions
Showing 196 reviews
Filter Reviews
Filter Reviews
Sort by
Ratings
Company Size
User Role
For Category
All Industries
Review Type
Region
Already have Kayako?
Write a Review
Customer Success Manager
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Organic
UC
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Kayako offers simple ticket handling features and is basically a support portal that one can use fast and free as cloud solution for a small team or company - it is also comparatively priced to the competition and can offer some really basic needed features. Review collected by and hosted on G2.com.

What do you dislike?

It lacks a lot of integration and features offered by the competitors and has issues in site speed and navigation. Can be improved to offer a differentiating features but as the market is lead by others, it trails along and sometimes makes it want to be better Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Do consider what you need out of a support handling tool and what features you need + what features are offered on the market so you can see if Kayako is all you need or you would need more.

So you wont end up getting a tool that will be limited to the features offered. Do your market researched thoroughly. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Kayako solved the need to handle support and connecting with end users and customers, and also keeping track of all the incoming requests and making sure only the right people have the access to the right information. Review collected by and hosted on G2.com.

Show More
Show Less
Open Discussions in Kayako
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from the seller
What do you like best?

I like the amazing capabilities and ease of use of Kayako.

Kayako has been a helpful and powerful help desk solution.

Kayako allows us to communicate with clients across the world easily and professionally.

I am also impressed by how perfect and professional the support team of Kayako has been treating us.

Kayako is easy to customize. Review collected by and hosted on G2.com.

What do you dislike?

Kayako is reliable and powerful to use.

The customization of Kayako is simple.

Since I began to use Kayako, I have never seen any challenges. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

I recommend this powerful platform.

It is helpful.

This helpdesk tool will assist the potential customers. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Kayako is a top helpdesk solution,

It offers professional services.

I like the amazing capabilities of Kayako.

It enhances effective live chatting. Review collected by and hosted on G2.com.

Show More
Show Less
Administrator
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

I like the Kayako software because it provides a simple integration for several support platforms in a software solution. Whether I use the web, email, phone, live chat, it allows me to easily obtain and manage customer messages and provide them with the appropriate response accordingly. Review collected by and hosted on G2.com.

What do you dislike?

The software is designed primarily for professional communication, I would like you to have other options such as adding colors, tables etc. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

The Kayako software offers a reasonable price structure. What do you expect to have an email organized and easy to use. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

I really enjoy using kayako software, since it is the best communication platform that not only allows me to communicate, but also provides me with reports on any urgent e-mail in which I must act immediately, which saves me from tasks and delayed answers. Since we switched from gmail software to kayako for communication between teams and clients, with the kayak software my email is organized and easy to use. Review collected by and hosted on G2.com.

Show More
Show Less
Software Developer
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Me gusta Kayako como un servicio para mejorar la comunicación profesional en mi empresa. Lo mejor que puede ofrecer Kayako es organizar todos sus correos electrónicos en una carpeta de acuerdo con los departamentos y la naturaleza del contenido del correo electrónico. Además, la interfaz de usuario de Kayako se puede personalizar de acuerdo con los requisitos del usuario.

Acotando adicionalmente que Kayako tambien ofrece cubrir una amplia variedad de áreas de actividades diarias, como situaciones de manejo de boletos, incidentes, problemas y quejas de todos nuestros clientes potenciales. Review collected by and hosted on G2.com.

What do you dislike?

Kayako nos ha ofrecido una excelente UI personalizable, pero me gustaría mejorar esta función aún más. Sería una buena idea mejorar aún más la personalización del área de boletos. Como también me gustaría que Kayako ofrezca tutoriales para comprender completamente todas las funciones que ofrece este increíble servicio de Kayako y, de este modo, aprovechar todas sus funciones para ofrecer una mejor comunicación a nuestros clientes potenciales. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Kayako es la mejor solución para sus problemas de comunicación entre tus cliente. Kayako es excelente servicio! Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Hemos implementado Kayako en nuestra empresa y con él hemos podido obtener muchos beneficios, ya que mantiene el flujo de trabajo de la mesa de ayuda diaria organizado a través de tareas automatizadas.

También utilizamos Kayako principalmente para nuestro personal interno de técnicos de IT. Kayako también nos permite rastrear el proceso de cálculo para una solicitud de distribución y si los cálculos se completan dentro de los estándares de nivel de servicio. Review collected by and hosted on G2.com.

Show More
Show Less
Marketing Specialist
Design
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Kayako offers some wonderful view of the Dashboard, so you won’t get overwhelmed with the information you’re receiving. The control panel integrates well and organize customer information. The KQL Report Generator feature is easy to understand and allows you to extract relevant information and set statistics based on our own specifications. Also, it includes some great automation links that are scheduled in the email reports. Review collected by and hosted on G2.com.

What do you dislike?

Although I think Kayako is amazing and very simple, there’s a specific action which may be very confusing: work with independent queues within departments. There will be many information to handle and that can be overwhelming sometimes. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Kayako would be a very suitable tool companies and people that want to host an e-commerce business or a customer support company, where there’s necessary to see each customer's interactions individually and not for a lengthy time. You should closely consider how the features of each bid match your requirements, as you can save cash by using either. Since we implemented in our company, our interactions with clients has been very well managed. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We use Kayako to transfer work from person to person or even to a different group while we monitor the efforts in our department. We chose to work with the self-hosting version as it performs very well even in our highest traffic peaks. In general, our experience with Kayako has been amazing given the results we have got with it. Review collected by and hosted on G2.com.

Show More
Show Less
Manager
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Gives a very good report on an individual level of what is being done for a customer or corporate issue. Easy to understand who has what, what the tickets are about, how long they have been opened and how many times the customer/employee has gone back and forth with each other. It has a nice dashboard view. Review collected by and hosted on G2.com.

What do you dislike?

I personally find the reporting a bit difficult. We are on an older version of Kayako and I am told that reporting on the new version is much improved. There are some things missing in the new version that we were used to in the older version. Not sure how they came about what to keep or get rid of. Some of them are quite missed. Would like to see reporting done in a way that you pick what you want to report on and hit generate. No special "Language" skills needed. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

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. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Kayako is being used to manage incoming communication from clients in the form of emails converted into tickets. These are then compartmentalized into views based on their status, progress, source, time, assignee and intended procedure. Using APIs or other third-party apps, the tickets can be automatically imported from several channels as needed (i.e. Gmail, company built-in support/helpdesk system). Review collected by and hosted on G2.com.

Show More
Show Less
Software Engineer
Insurance
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

I really like Kayako as a service to improve professional communication in my company. The best that Kayako can offer is to organize all your emails in a folder according to the departments and the nature of the content of the email. In addition, the Kayako user interface can be customized according to the user's requirements.

On the other hand, Kayako offers to cover a wide variety of areas of daily activities, such as ticket handling situations, incidents, problems and complaints from all our potential customers. Review collected by and hosted on G2.com.

What do you dislike?

Kayako has offered us an excellent customizable user interface, but I would like to improve this function even more. For example, it would be a good idea to further improve the personalization of the ticket area. As I would also like Kayako to offer tutorials to fully understand all the functions offered by this incredible service "Kayako" and thus take advantage of all its functions to offer better communication for our potential customers !. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Kayako is the best solution for your communication problems. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We have implemented Kayako in our company and with it we have been able to obtain many benefits, since it keeps the workflow of the daily help desk organized through automated tasks. We also use Kayako mainly for our internal staff of IT technicians. Kayako also allows us to track the calculation process for a distribution request and if the calculations are completed within the service level standards. Review collected by and hosted on G2.com.

Show More
Show Less
Web Designer
Information Technology and Services
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

What I really love about Kayako are its multiple features that are worthy to our company and our main goal. It’s easy and fast to use because allows e-mail and social media synchronization and creates weekly graphic reports. Also, has a simple platform to learn how to properly use isn’t a problem or takes a lot of time. Review collected by and hosted on G2.com.

What do you dislike?

What I dislike more about this software is its price. Is more expensive than other tools of its kind and even offering a lot of features, sometimes toy can find some minimal mistakes that can ruin a complete daily work. We talked with customer Support about this mistake and they helped us to solve faster but this shouldn’t be happening while using a tool if this robust. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

This is a great tool if you’re willing to pay a lot of money. Its best features are related to e-mail and social media synchronization, weekly report and tickets integration, that allows to build a full CRM system without needing to complement with another tool. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We needed to combine chats and conversations from different sources to proper keep tracking and solve clients problems and Kayako did a great job in this area. Also, its daily and weekly reports are precise. The best way to proceed with software with this kind is by asking for a free trial and properly evaluate if its price is worthy according to your business needs. Review collected by and hosted on G2.com.

Show More
Show Less
Data Administrator
Public Safety
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

I like that we can interact with the support team through a web-based user interface or email. That is to say, contact can be initiated and continue through resolution either way. Review collected by and hosted on G2.com.

What do you dislike?

The search function in the public portal interface needs some attention. It takes a significant time to return results and it seems to only do exact match instead of loose match. I would image the system authentication is able to be integrated through LDAP or other means however our instance is not using this. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Evaluate the organization's needs and compare that to the platform feature set. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Kayako allows us to interact between the support team and our admins. It creates a solid and indisputable history. Linking personnel back to the same organization allows internal continuity by allowing multiple individuals to have visibility to the status of support cases along with the notes as it is worked toward a resolution. Review collected by and hosted on G2.com.

Show More
Show Less
Office Worker
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Kayako has been the best correspondence stage for expert correspondence that I have utilized up until this point. Kayako is prescribed for both between group and outer - customer correspondence. The best component of kayako is that it enables you to compose your messages into organizer dependent on divisions, status and the idea of the email content. Likewise utilizing other kind of email stages has been a stress now and again and tedious when attempting to discover all the forward and backward correspondence occurred on one email string by various individuals, however kayako gives the best arrangement by catching all the correspondence occurred on one subject/email which is sent and gotten by one or many. Interface of Kayako can be structured and made according to the client's necessity and inclination. Likewise alluding to an email has been advantageous as each ticket conveys its very own interesting Ticket ID. Review collected by and hosted on G2.com.

What do you dislike?

Reports aren't that expert with the Classic Kayako, and the KQL is difficult to comprehend, I accept that you need to make it somewhat simpler and easy to use. I might want to move up to Cloud Kayako, yet there is a missing element which is exceedingly significant for me, the "Development" include, this element giving me a chance to make a trigger that will open my ticket following a few minutes, this component embedded distinctly in the Classic Kayako. From the minute you've changed your estimating strategy, it's somewhat costly.. and keeping in mind that having clients that might want to get reports (most significant for them) Kayako Classic in any event doesn't give the best an incentive here, I don't think about Cloud Kayako. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Kayako has been the best correspondence stage which enables me to impart as well as gives me gives an account of any dire email that I have to follow up on promptly which spares me from deferred undertakings and answers. Since we changed from standpoint to kayako programming for between group and customer correspondence, kayako has given the best correspondence stage which enabled us to have a composed, simple to allude to and use as well as can see any sent/got email from any area by means of any gadget. Review collected by and hosted on G2.com.

Show More
Show Less
Software Developer
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Realmente me encanta Kayako ya que tiene funciones muy específicas que son muy útiles para nuestra organización, una de las mejores características del kayako es su tiempo de reacción, por lo que ofrece una excelente experiencia.

Kayako también nos ha permitido utilizar nuestro correo electrónico y redes sociales al mismo tiempo. Simplemente Kayako es uno de mis servicios de ayuda favoritos, porque es único y fácil de usar. Review collected by and hosted on G2.com.

What do you dislike?

Una de las cosas que me gustaría que Kayako prestara más atención es la aparaciencia de sus informes, porque sería una buena idea hacerlos más agradables mejorando sus gráficos, colores y otras cosas. Por otro lado Kayako funciona muy bien. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Mis unicas recomendaciones es intentar utilizar este excelente programa, creanme no se arrepentiran de haberlo probado. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Creo que ya he mencionado todos los beneficios que hemos obtenido de este excelente software, pero solo puedo decir que mientras usamos este producto, tanto nuestra empresa como nuestros clientes se sienten tranquilos y seguros. Review collected by and hosted on G2.com.

Show More
Show Less
IT Consultant
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

One of the things I love about Kayako is its features. Kayako has plenty of way to help customers in an unique way because of its organized platform and workflows. Also, it's really easy to use so training won't be a problem. Its intuitiveness allows every kind of users handle this tool, from beginners to experts. Review collected by and hosted on G2.com.

What do you dislike?

It's not so easy to integrate Kayako with another tools or even customize it according to your needs. In fact, is not simple at all and Kayako doesn't offer a lot of strong support in this area if you're not paying the most expensive plan. So this tool couldn't be a must have for small companies because of its price. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

It's not the easiest software to manage Customer Support but is one of the best to do it according to company needs. Doesn't require complex training or knowledge to use it because it's user-friendly and intuitive so that's a plus. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We use Kayako to build and maintain our Customer Service Support because it offers features that allow us to have control over each client conversation and classify it according to our needs to analyze and process. Review collected by and hosted on G2.com.

Show More
Show Less
Software Developer
Computer Software
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Kayako es mi help desk favorito ya que da un muy buen informe a nivel individual de lo que se está haciendo para un cliente o problema corporativo. Ademas es fácil de entender de qué se tratan los tickets, cuánto tiempo se han abierto y cuántas veces el cliente o el empleado lo ha estado manimulando, kayako simplemente mejora la comunicacion!

Por otro lado Kayako ofrece múltiples funciones que mejoran cada dia mas a nuestra empresa!. Kayako nos ha permitido sincronizar el correo electrónico y las redes sociales y crea informes gráficos semanales. Review collected by and hosted on G2.com.

What do you dislike?

Aun es dificil encontrar cosas negativas en kayako, pude notar que es muy difícil de implementar cuando ya tienes una base de clientes! ya que la creacion de la misma puede ser difícil.

Por otro lado me siento muy agusto con la versatilidad de este software y todos los beneficios que ha brindado a mi empresa a lo largo de los años! Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Recomiendo Kayako para cualquier empresa pequeña, mediana y grande! ya que es muy funcional y eficaz! Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Toda nuestra empresa utiliza Kayako para hacer negocios debido a que see utiliza para transferir trabajo de una persona a otra, escalar a otro grupo y hasta hace poco, rastrear los esfuerzos en nuestro departamento de desarrollo. Ademas es una manera muy fácil de entender qué problemas tiene un cliente, cuál es el estado de ese problema, quién lo tenía, cuál es la historia del esfuerzo en nombre del cliente y quién ha hecho qué hasta ahora. Review collected by and hosted on G2.com.

Show More
Show Less
AC
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Kayako is a ticketing system that has some good integrations with external services. It's easy to communicate with our customers over several different platforms and manage several different brands at the same time Review collected by and hosted on G2.com.

What do you dislike?

There are many features in kayako that could be very powerful but are not quite complete enough to fully integrate into our business. For example the time keeping feature is built into each ticket, The engineers can log their time spent and if the time is chargeable or not. This feature is only useful if we can report on this information, dispite many support requests with kayako all we can produce is a csv document containing the time spent per ticket in the format of 00:00:00. We cannot use this feature to work out the relative costs acoiated with the time on each ticket because the time is not linked to an engineer and is not provided in a format that can be summed. There are many features in kayako that's have the potential to provide so much more functionality. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Test drive the features you need before you buy as a listed feature may not work as you need it to. Compare the cost and features of competitors. I feel kayako is over priced for the features it actually dilivers Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Kayako enables to to keep in contact with out customers and track the history of every support request Review collected by and hosted on G2.com.

Show More
Show Less
Business Development Manager
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

We have been using Kayako for years to improve our income and our organization. The best of Kayak has been its security system and its optimal performance to perform tasks in real time, unifying different platforms in one. Kayako is very efficient in terms of his "help desk" skills Review collected by and hosted on G2.com.

What do you dislike?

I think there are few things to modify the kayako system, but it would be good to improve the interaction of our users and our customers. Kayako should also offer better prices for their licenses. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Kayako is an excellent product to use, so I suggest you try this software! Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

The benefits are evident in our annual revenues using this incredible "Kayako" software, which has allowed us to improve communication between our users and our customers by offering a quality service. Review collected by and hosted on G2.com.

Show More
Show Less
IT Senior Manager
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

This amazing software is actually one of the best CRMs out there. Provides to its users the ability of communicating with clients and managerial roles at the same time by applying an intranet unallocated cloud service (for companies) with the Internet (for everyone). Also, allow users to customize the client to the final end that they want for attending clients and chat between colleagues, peers and managerial people as well. Review collected by and hosted on G2.com.

What do you dislike?

Sometimes system just went down and takes certain amount of time to getting back from the bug or freeze issue that took lot of time and make peers and colleagues lose precious time. Besides that, the pricing is also pretty expensive for what actually offers, and in other words this software provides what actually offers to all the clients out there. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

This is the best asset for ticket tracking, ticket assignation and everything related to ticket and customer service for either clients or third-party providers as well and that has been really helpful for our company. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Highly recommended tool for those who are looking forward to take the customer service invoice and ticketing to the next level. Kayako delivers nothing but the best and reliable service that they say they will deliver to its clients. Review collected by and hosted on G2.com.

Show More
Show Less
Senior Software Development Engineer
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

I think one of the most outstanding features of this Kayayo platform is its versatility to join conversations from different sources, such as email and social networks. In addition, the user interface offered by Kayako is very easy to understand and use, since it has a complete set of tools that facilitate the execution of the work.

Kayako is a very fast, easy, productive and comfortable platform to be used by any company. Review collected by and hosted on G2.com.

What do you dislike?

Kayako seems to me an excellent software, I do not have bad experiences with it, but nevertheless I would like to offer my opinion about its technical support, because it needs to improve its response time. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Probably my only suggestion for anyone who wants to try to prove Kayako's usefulness is to try it! and then provide the opinion of your experience Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Our company has obtained benefits from Kayako because it has helped us in different ways, one of them was to provide the company with a better service for potential customers within our company, so we have opted for a better job performance, such as have better financial benefits of the company Review collected by and hosted on G2.com.

Show More
Show Less
UH
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

What I like most about Kayako is its intuitiveness. I didn't require more than basic training to start using it properly, even taking advantage about every single one of its multiple features. Workflow is easy and it's great to build support channels according to our basic business needs. Review collected by and hosted on G2.com.

What do you dislike?

Isn't something I trully dislike, but I can tell that this is a basic tool without having some of the biggest or hardest features to build an entire support team. Mostly, is just a solution to business which needs are basic. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

The main piece of advice that I can give to all users that are looking a software of this kind is: don't be afraid. Using Kayako you can build a proper Customer Support system that will work perfectly if you're a small or mid size company. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Its main benefit for our company is that we were able to create a Customer Support platfmor effortlessly without having to use our own site. Also, it's perfect if you want to classify emails and analytics. Review collected by and hosted on G2.com.

Show More
Show Less
CI
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Kayako is a great communication tool, provides an excellent app navigator through its functions and live chat is pretty reliable. Messages sent and received with no delays are the proof of its reliability, Also, all the features that you set for the software are separated with the right amount of things around. Review collected by and hosted on G2.com.

What do you dislike?

For reporting bugs or glitches happening, tech support and live support would take a while in order to process them or to be done. And full automation of things, the price is a little bit expensive for what actualy offers. In other words, this software do the job with some bugs but nothign to worry about. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Kayako is the proper tool for saving time and efforts with organizing emails, messages and monitoring dialogs and logs from third party clients, direct clients and departments through the company. Also, this software will make you more proactive to do more things with Kayako. Highly recommended for proactive companies. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

With Kayako we as a consolidated business are able to control, manage, monitor and check how clients are doing their dialogs with our shared team box and also we are able to control, organize and split emails that are sent or received through our servers and then. Review collected by and hosted on G2.com.

Show More
Show Less
Mr.
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

I love the UI and functionality of the platform. I love the Apps it provides for iOS and Android, It make it easier for our team to provide support.

Managing cases is very intuitive and easy, it keeps all conversations in place. Nothing ever gets lost.

Love chat window is very responsive, it has a great design and though it lacks customization features for widget placement it still looks great. Automated responses makes it very easy to provide answers for commonly asked questions. Review collected by and hosted on G2.com.

What do you dislike?

I've had Kayako for over 10 years. Support has been a downside for most of the time. I can say it has improved over the past year.

I believe Kayako lacks many features compared to their competitors. Many have been added but they're running at a very slow pace. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Compared to competitors, I believe Kayako has the best UX. That is what keeps me using Kayako. Consider that compared to it's big competitors, such as ZenDesk, it has way less features. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

I'm using Kayako for sales, support and customer care.

As a Logistics company, we use Kayako for online sales, interacting with possible customers.

On the support side, we use the helpdesk for our customers to query FAQ's and provide tutorials for other platforms that are already integrated in our company. We also use it to follow up customer satisfaction surveys regarding our service. All of this help us manage time in a more efficient way. Review collected by and hosted on G2.com.

Show More
Show Less
Technical Associate
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

Kayako offers all of the fundamentals of a customer support channel as well as some awesome features. Custom domains, email forwarding, chat based support, knowledge base and help center, it's all there. Macros and rules make sorting and organizing workflows easy, and the collaborator seats are great for users who just need to be able to see customer cases. Some other systems have so many features it's overwhelming. For a small to medium sized business, Kayako is perfect for managing customer support without any of the background noise. Review collected by and hosted on G2.com.

What do you dislike?

Things like user management aren't very intuitive, and the settings and configuration in general are difficult to understand. The help articles on using Kayako have some major gaps, and when I've asked for help from Kayako support, I've had to wait for more than a day for a response. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Kayako is an excellent, basic customer support suite that offers all the basics for a no-frills support channel. If you need advanced functionality or robust custom fields, this may not be the best product for your business. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We needed a solution that offered customer support channels and a knowledge base that could be connected to our platform with SSO. Kayako was able to offer this to us and get us up and running on SSO within a week. Review collected by and hosted on G2.com.

Show More
Show Less