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 $500K yearly by automating over 60% of support tickets. With tools that address various customer communication channels, Kayako enables organizations to provide efficient support while managing a high volume of inquiries. Key capabilities: AI Knowledge Base Integrations Customer Service AI Chatbot Email Support Social Media Support Best for: customer support teams that need to manage high ticket volumes effectively.
Kayako Details
Kayako's In-App Market Place
Does Kayako have an in-app market place?
Yes
How many Mini-Apps in the marketplace?
0
Mini Apps
Pricing Options
Accepted Payment Currencies
USD ($)
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.