Kayako

Centralized system for managing customer inquiries.

Real-time customer support via chat.

Convert emails into tickets and manage conversations.

Manage customer interactions from platforms like Facebook and Twitter.

Empower customers to find answers themselves.

Create and manage articles for self-service and internal use.

Create, assign, track, and resolve customer tickets.

Automatically assign tickets to agents based on predefined rules.

Set up rules to automate actions like status updates and replies.

Pre-written responses for quick replies to common questions.

Add custom data fields to tickets, users, and organizations.

Maintain detailed customer information and interaction history.

Group customers based on various criteria for targeted support.

Define and monitor response and resolution times.

Prevents multiple agents from working on the same ticket simultaneously.

Track the time agents spend on tickets.

Generate reports on agent performance, ticket volume, customer satisfaction, etc.

Customizable dashboards to monitor key metrics.

Manage support for multiple brands or products from a single platform.

Allow internal experts and external stakeholders to contribute to ticket resolution.

AI-powered suggestions for customer queries.

AI assistance for initial ticket categorization and problem-solving.

Access and manage support via native iOS and Android apps.

For custom integrations and extending functionality.

Ensure data security and compliance.

Define escalation paths for unresolved or critical issues.

Real-time alerts for new tickets, SLA breaches, etc.