Kayako
Kayako is a help desk and customer service software that allows businesses to manage customer support interactions across multiple channels like email, live chat, calls, and self-service. It provides features like ticketing, knowledge base, community forums, and more.
help-desk
customer-support
ticketing
knowledge-base
community-forums
Kayako: Help Desk and Customer Service Software
Kayako is a help desk and customer service software that allows businesses to manage customer support interactions across multiple channels like email, live chat, calls, and self-service. It provides features like ticketing, knowledge base, community forums, and more.
What is Kayako?
Kayako is a popular customer service software designed for small, medium and large businesses. It provides a unified platform to manage all customer support interactions across multiple channels including email, live chat, calls, social media, self-service portals, community forums and more.
Some of the key capabilities and benefits of Kayako include:
- Multi-channel customer support - Support teams can handle tickets, live chats, calls and messages from self-service portal, email, social media, community forum all from a centralized dashboard.
- Ticketing system - Robust ticket management with custom ticket fields, SLA policies, automatic ticket assignment rules, collaboration tools.
- Knowledge base - Fully customizable knowledge base for self-service support. Features include content categorization, multi-lingual articles, article rating.
- Community forums - Allows customers to exchange ideas, find information and help each other.
- Custom reporting and analytics - Reports on important KPIs like first response time, resolution time, workload distribution.
- Role-based access control - Control data access and visibility based on agent roles.
- Email Integration - Integrates with third-party email inbox for managing email as tickets.
- API access and customization - Open API architecture and webhooks for customization and third-party integrations.
- Mobile apps - iOS and Android apps allows agents to work on tickets on the go.
With its comprehensive feature set for modern customer support, Kayako provides an efficient and flexible solution suitable for support teams of all sizes to deliver exceptional service.
Kayako Features
Features
- Ticketing system to manage customer support requests
- Knowledge base to provide self-service support articles
- Live chat for real-time customer conversations
- Email management and automation
- Reporting and analytics
- Multiple user roles and permissions
- API integrations
- Mobile app
Pricing
- Subscription-Based
- Pay-As-You-Go
Pros
Intuitive and easy to use interface
Omnichannel support
Customizable workflows
Robust reporting and analytics
Scales for growing businesses
Third-party integrations
Cons
Can be pricey for small businesses
Mobile app needs improvement
Lack of native social media integration
Steep learning curve for advanced features
Official Links
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