The onboarding. Every other vendor I've evaluated sends you a login and some documentation and says good luck. Kayako assigned a team to our account for 90 days to set up their AI agent Kay and the whole platform. They were in our environment setting things up, configuring routing, structuring the knowledge base, testing scenarios with us. I didn't have to become a Kayako expert to get results. The team already knew what worked and what didn't from other deployments. They'd suggest things like "most teams in your situation set up this routing pattern" and it would just work. I've never had a vendor put that much effort into making sure we were actually successful instead of just technically live. Review collected by and hosted on G2.com.

The per-resolution pricing is fair when you compare it to what a human costs per ticket, but I had to have that conversation with finance three times before they stopped asking about per-seat pricing. A simple calculator or comparison sheet from Kayako would have helped me sell it internally faster. Review collected by and hosted on G2.com.