About Kayako
Kayako is a customer support software from Aurea that helps automate support processes. It includes an AI Knowledge Base, Integrations, Customer Service AI Chatbot, Email Support, and Social Media Support so businesses can reduce manual workload and save costs. Companies using Kayako have reportedly saved up to $500K yearly by automating over 60% of support tickets. With tools that address various customer communication channels, Kayako enables organizations to provide efficient support while managing a high volume of inquiries. Key capabilities: AI Knowledge Base Integrations Customer Service AI Chatbot Email Support Social Media Support Best for: customer support teams that need to manage high ticket volumes effectively.
Kayako is a customer service and help desk software that aims to streamline communication and issue resolution for businesses. One of its standout features is its multi-channel support, which allows users to manage customer inquiries from various sources such as email, live chat, and social media in one unified platform. The user interface of Kayako is clean and intuitive, making it easy for users to navigate and access the information they need quickly. The design elements are minimalistic yet functional, enhancing the overall user experience. The software offers customizable dashboards and reporting tools, allowing users to track key metrics and performance indicators with ease. One of the core functionalities that set Kayako apart from its competitors is its robust live chat feature. The real-time chat capabilities enable businesses to provide immediate assistance to customers, improving satisfaction and reducing response times. Additionally, the software offers comprehensive issue tracking and management tools, allowing users to prioritize and assign tasks efficiently. In terms of performance, Kayako excels in speed, efficiency, and reliability, even when managing large datasets and complex operations.
Pros & Cons
- +High Return on Investment (ROI) and Cost Savings: One e-commerce platform saved $500,000 annually in operational costs.
- +High Autonomous Solve-Rate: An 82% autonomous solve-rate was achieved in just two months, freeing up agents for more complex tasks.
- +Improved CSAT Scores: Customer Satisfaction (CSAT) scores improved by 18 points.
- +Enhanced First-Contact Resolution Rate: Improvement from 55% to 85% in first-contact resolution.
- +Empowered Agents: Agents can dedicate more time (e.g., 4 hours daily) to product education and complex technical issues instead of repetitive tasks.
- −Limited Integrations (compared to some larger competitors): While it has many integrations, some users might find it less extensive than platforms like Zendesk for certain niche integrations.
- −Occasional Performance Issues: Some reviews mention sporadic performance issues, though these might be isolated incidents.
- −Steep Learning Curve for Advanced Customization: While user-friendly for basic use, deeper customization might require more technical expertise.
- −Lack of some ITIL-specific advanced features: Some users might find it lacks certain highly specialized features for IT Service Management (ITSM) that are present in dedicated ITSM tools.
Features
Key features
- Omnichannel Support
- Interact with customers across various channels like live chat, email, Facebook, and Twitter, all from a unified platform.
- AI-Powered Help Desk
- Utilize AI for features like AI-suggested responses, automated workflows, and self-service options to reduce agent workload and improve response times.
- Automation
- Automate ticket routing, notifications, escalations, and repetitive tasks to streamline workflows and boost efficiency.
- Customer Self-Service
- Provide a robust self-service portal and knowledge base, enabling customers to find answers independently, reducing ticket volume.
- Insightful Analytics & Custom Reporting
- Gain valuable insights into team performance, customer trends,
Additional features
- Help Desk Management
- Centralized system for managing customer inquiries.
- Live Chat
- Real-time customer support via chat.
- Email Integration
- Convert emails into tickets and manage conversations.
- Social Media Integration
- Manage customer interactions from platforms like Facebook and Twitter.
- Self-Service Portal/Help Center
- Empower customers to find answers themselves.
- Knowledge Base
- Create and manage articles for self-service and internal use.
- Ticketing Management
- Create, assign, track, and resolve customer tickets.
- Automated Routing
- Automatically assign tickets to agents based on predefined rules.
- Automated Workflows
- Set up rules to automate actions like status updates and replies.
- Macros/Canned Responses
- Pre-written responses for quick replies to common questions.
- Custom Fields
- Add custom data fields to tickets, users, and organizations.
- Customer Profiles
- Maintain detailed customer information and interaction history.
- Customer Segmentation
- Group customers based on various criteria for targeted support.
- SLA (Service Level Agreement) Management
- Define and monitor response and resolution times.
- Collision Prevention
- Prevents multiple agents from working on the same ticket simultaneously.
- Time Tracking
- Track the time agents spend on tickets.
- Reporting & Analytics
- Generate reports on agent performance, ticket volume, customer satisfaction, etc.
- Dashboards
- Customizable dashboards to monitor key metrics.
- Multi-Brand Support
- Manage support for multiple brands or products from a single platform.
- Collaborators
- Allow internal experts and external stakeholders to contribute to ticket resolution.
- AI Answers
- AI-powered suggestions for customer queries.
- AI Triage and Troubleshooting
- AI assistance for initial ticket categorization and problem-solving.
- Mobile Access
- Access and manage support via native iOS and Android apps.
- APIs and Developer Tools
- For custom integrations and extending functionality.
- Security Features
- Ensure data security and compliance.
- Escalation Management
- Define escalation paths for unresolved or critical issues.
- Alerts/Notifications
- Real-time alerts for new tickets, SLA breaches, etc.
Pricing
Monthly plans
Essential
USD 120
Countries & Languages
Interface languages
Billing currencies
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About Kayako
Kayako is a customer support software from Aurea that helps automate support processes. It includes an AI Knowledge Base, Integrations, Customer Service AI Chatbot, Email Support, and Social Media Support so businesses can reduce manual workload and save costs. Companies using Kayako have reportedly saved up to $500K yearly by automating over 60% of support tickets. With tools that address various customer communication channels, Kayako enables organizations to provide efficient support while managing a high volume of inquiries. Key capabilities: AI Knowledge Base Integrations Customer Service AI Chatbot Email Support Social Media Support Best for: customer support teams that need to manage high ticket volumes effectively.
Kayako Details
Kayako's In-App Market Place
Does Kayako have an in-app market place?
Yes
How many Mini-Apps in the marketplace?
0
Mini Apps
Pricing Options
Plans
Monthly plans
Essential
USD 120
Accepted Payment Currencies
USD ($)
Pros & Cons
- High Return on Investment (ROI) and Cost Savings: One e-commerce platform saved $500,000 annually in operational costs.
- High Autonomous Solve-Rate: An 82% autonomous solve-rate was achieved in just two months, freeing up agents for more complex tasks.
- Improved CSAT Scores: Customer Satisfaction (CSAT) scores improved by 18 points.
- Enhanced First-Contact Resolution Rate: Improvement from 55% to 85% in first-contact resolution.
- Empowered Agents: Agents can dedicate more time (e.g., 4 hours daily) to product education and complex technical issues instead of repetitive tasks.
- Limited Integrations (compared to some larger competitors): While it has many integrations, some users might find it less extensive than platforms like Zendesk for certain niche integrations.
- Occasional Performance Issues: Some reviews mention sporadic performance issues, though these might be isolated incidents.
- Steep Learning Curve for Advanced Customization: While user-friendly for basic use, deeper customization might require more technical expertise.
- Lack of some ITIL-specific advanced features: Some users might find it lacks certain highly specialized features for IT Service Management (ITSM) that are present in dedicated ITSM tools.
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