DF

Dorice F.

Event Manager

Events Services

Small-Business (50 or fewer emp.)

11/19/2017

"Kayako it's great to have it"

4.5/5

What do you like best about Kayako?

What is I like more that everything in one place, a happy team, that programm can support me and customers wherever they are or I am. A human live chat experience, even when im not online it's the best what can be. Review collected by and hosted on G2.com.

What do you dislike about Kayako?

I don't have nothing to say as i don't see any big issue. Review collected by and hosted on G2.com.

Recommendations to others considering Kayako:

As for me, easy to install and maintain. Also it's easy to use. And in the end customers love it simply Software you can get, I recommend it to who ask me for one. Review collected by and hosted on G2.com.

What problems is Kayako solving and how is that benefiting you?

Kayako helps us to organise our staff, and start putting our resources where they were needed. The management is fantastic and build nested levels of support to ensure we know . Review collected by and hosted on G2.com.

SH

Sarah H.

Director, Mental Health Promotion

Mental Health Care

Mid-Market (51-1000 emp.)

8/30/2017

"Improved how our non-profit helps the public beyond expectations"

4.5/5

What do you like best about Kayako?

- Being in Canada, we love that they have a download version that's still supported so we can keep personal information in Canada (a must for us)

- Before Kayako we just used email and it was messy and there were long delays and little accountability. We love that you can assign, track, have different queues, and the SLA timers keep our 'agents' responsive. And the Knowledge Base is so helpful too along with the auto-satisfaction-survey function

- We liked that we got to use the software for free (no support, up to 5 agents) as a charity. Review collected by and hosted on G2.com.

What do you dislike about Kayako?

- To customize the reports needs a bit more of a programming head sometimes than I'd like

- Some of the Admin features are not intuitive (and there are a lot of menus)... I have to really hunt to find something to turn it on or off

- And there are a few buggy things but on balance they're not huge Review collected by and hosted on G2.com.

What problems is Kayako solving and how is that benefiting you?

- We help answer information requests or requests for help (but for a health problem or a larger system, not necessarily our products/services) so Kayako has increased job satisfaction and reduced stress for the primary coordinator and has improved consistency of responses and speed. Before Kayako, I'd say maybe 50% of our answers went out in the timeframe we said. Now it's well over 90%. Review collected by and hosted on G2.com.

EK

Eege K.

Service Manager

Staffing and Recruiting

Enterprise (> 1000 emp.)

8/24/2017

"I wish everybody used Kayako"

4.5/5

What do you like best about Kayako?

The flexibility of the software - webhooks, adjusting virtually any field. Where other software forces me to shape my business process around the system, with Kayako I can shape the system to fit my process. Don't need a part of the software? Don't use it! Need an extra field? Just add it! We integrated Kayako with our Slack channel and our finance system. It took a bit of figuring out, but the Kayako API is well documented and now we have the majority of our administrative work automated! Review collected by and hosted on G2.com.

What do you dislike about Kayako?

The program has some bugs and quirks. These do not hinder the day to day use of the software, but do require contacting support to get worked out. Support always gets them fixed, there is no doubt about their knowledge. Review collected by and hosted on G2.com.

Recommendations to others considering Kayako:

Stop thinking in customer ticket system and start thinking in customer experience - use in Kayako! Review collected by and hosted on G2.com.

What problems is Kayako solving and how is that benefiting you?

Consolidated system for our agents, collaborators, customer portal and most importantly an awesome chat module that allows us to respond even quicker. Customer satisfaction went up by 12% since switching to Kayako. My experts in the field do not have to open their laptop to work with a ticket, instead they use the smartphone app to provide quick updates. When they are in a real hurry then can even use the macro's we defined together to provide status updates in seconds. No more emailing between the team to get info across. Administrative work of my employees went from 3 hours/month to just 0.5. Review collected by and hosted on G2.com.

ES

Verified User in Semiconductors

Small-Business (50 or fewer emp.)

3/23/2018

"Customer support Software but unresponsive Kayako's Internal Support"

1.5/5

What do you like best about Kayako?

The tool is good and similar to email. Setup is easy and adaptability is simple. Similar to other tools in the market. Review collected by and hosted on G2.com.

What do you dislike about Kayako?

They After sale support is terrible. Once you signup that it..they will anwer any of your questions. Promise big and deliver nothing. Not Walk the talk. Review collected by and hosted on G2.com.

RJ

Renae J.

Customer Service Representative

Enterprise (> 1000 emp.)

11/2/2017

"Informative Scheduling System"

4/5

What do you like best about Kayako?

I like that you can create tickets to complete which keeps you accountable of things needing to be done. You can also rank the status of the responses on the tickets from good to bad. Review collected by and hosted on G2.com.

What do you dislike about Kayako?

I dont like that some of the features arent too user friendly, so it takes a few times navigating through before you get the gist of it Review collected by and hosted on G2.com.

Recommendations to others considering Kayako:

This is a good product for those needing some time of virtual scheduler to keep you accountable of tasks to be worked and to do items needing to be completed. Review collected by and hosted on G2.com.

What problems is Kayako solving and how is that benefiting you?

Kayako is valuable in keeping my business streamlined so that i can get tasks completed without forgetting to do them Review collected by and hosted on G2.com.

CC

Verified User in Computer Software

Mid-Market (51-1000 emp.)

10/19/2017

"best economic support software"

4/5

What do you like best about Kayako?

the live chat feature is very feasible, they also provides mobile app to support the live chat, so we can login from anywhere even on the road. In the case that no one is on duty, customer can leave a message and that message also becomes an email that sent to support@jinfonet.com to create a new ticket there. Review collected by and hosted on G2.com.

What do you dislike about Kayako?

The most I do dislike is the lacking of format choices for the ticket response in their UI. Everything is plain text, so most of us chose to respond the ticket outside of the application, and put Kayako's email in Cc list so it can create a record for that ticket. Review collected by and hosted on G2.com.

What problems is Kayako solving and how is that benefiting you?

We are software company, so we use Kayako as our customer support application. We use Kayako to track down for the product issues reported by the customer. The biggest benefit we have is we are able to manage customer much more easily, and with its auto-dispatcher, it saved us a lot of time of manually dispatching tickets Review collected by and hosted on G2.com.

UF

Verified User in Financial Services

Mid-Market (51-1000 emp.)

9/20/2017

"Useful, but still lacks a lot of key automation"

2.5/5

What do you like best about Kayako?

I like how you can edit the notes that you put on tickets. It's easy to see what tickets are in your name and it's very simple to reply to a ticket. Review collected by and hosted on G2.com.

What do you dislike about Kayako?

The search function on tickets isn't very advanced. If you don't know almost exactly what you are looking for, it is hard to filter for things. I don't really like the UI or look of the dashboard, slightly hard to navigate and get visibility into key metrics. Review collected by and hosted on G2.com.

Recommendations to others considering Kayako:

If you need a ticketing system in the beginning stages of a company with budget constraints and only want to offer basic support, this is a very simple way to go. If you are looking for more visibility and expect to have many employees use the system, I would opted for a better ticketing system. Review collected by and hosted on G2.com.

What problems is Kayako solving and how is that benefiting you?

Being able to answer tickets for our customers. It's a very basic and simple ticketing tool that we used to get us started with a help desk. Review collected by and hosted on G2.com.

DM

Deb M.

Member

Mid-Market (51-1000 emp.)

9/7/2017

"Kayako ROCKS!"

4.5/5

What do you like best about Kayako?

Love the way that Kayako presents information and allows us to assign and manage our customer requests. All department use Kayako and we manage requests and activities across multiple departments. Review collected by and hosted on G2.com.

What do you dislike about Kayako?

Reporting is a little difficult but we are migrating to their cloud platform and are looking forward to more robust reporting and analysis. Review collected by and hosted on G2.com.

Recommendations to others considering Kayako:

The folks at Kayako are extremely easy to work with. We find that if we come up with something that isn't working quite right, they are very interested in getting it added to the software. Review collected by and hosted on G2.com.

What problems is Kayako solving and how is that benefiting you?

We are getting our issue solved by being able to use a flexible ticketing platform in order to move issues and request throughout out organization regardless of area of responsibility. Review collected by and hosted on G2.com.

AM

Verified User in Marketing and Advertising

Small-Business (50 or fewer emp.)

1/31/2018

"Our company is using Kayako over 2 years - good experience"

4.5/5

What do you like best about Kayako?

- nice dashboard

- user friendly

- good support

- new updates Review collected by and hosted on G2.com.

What do you dislike about Kayako?

- missing voice notifications once someone contacting us through messenger (because of that we are using different app for livechat)

- sometimes I don't like the trigger system Review collected by and hosted on G2.com.

Recommendations to others considering Kayako:

Good tool for companies with high volume tickets. Missing voice sound when someone chatting with us. Reliable software. Review collected by and hosted on G2.com.

What problems is Kayako solving and how is that benefiting you?

We receive hundreds of tickets so we need to keep it sorted for our entire team which is easy to do with Kayako. Review collected by and hosted on G2.com.

AC

Verified User in Computer Software

Mid-Market (51-1000 emp.)

4/24/2018

"Reliable If Simple Service"

4/5

What do you like best about Kayako?

Creates a ticket system and knowledgebase with relative ease. There are easy way to track tickets and leave notes for colleagues. Review collected by and hosted on G2.com.

What do you dislike about Kayako?

Can sometimes crash. Has some bugs particularly when merging tickets. Review collected by and hosted on G2.com.