Kayako

Kayako

(144)
4.1 out of 5 stars

Kayako is effortless email, live chat, and knowledge base software that helps teams be more productive and build customer loyalty.

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Kayako Features

Ticket and Case Management
Workflow

Route tickets based on values of fields, changes to ticket status and time based conditions

82%
(Based on 101 reviews)
Response Automation

Respond to common requests with standard reply

85%
(Based on 95 reviews)
SLA Management

Service Level Agreement Management

81%
(Based on 89 reviews)
Attachments/Screencasts

Documents and files can be attached to the ticket to communicate with customer issues/resolutions

77%
(Based on 100 reviews)
Ticket Collaboration

Share and collaborate on tickets with multiple customer service representatives

86%
(Based on 101 reviews)
Ticket Creation User Experience

User Experience of creating and submitting a ticket

89%
(Based on 108 reviews)
Ticket Response User Experience

User Experience of responding and recieving a response

85%
(Based on 107 reviews)
Knowledge Share
Knowledge Base

Provides a repository of information that can be used by those seeking support.

91%
(Based on 12 reviews)
Searchable Articles

Makes articles in the knowledge base searchable on the web.

94%
(Based on 12 reviews)
Community Forums

Enables users to engage with other users to solve common issues.

92%
(Based on 9 reviews)
Interactive FAQs & Forums

Allows site administrators to participate in forums and update FAQs accordingly.

94%
(Based on 5 reviews)
Communication
Pop-up Chat

Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.

93%
(Based on 11 reviews)
Notifications

Delivers notifications to both sides of the conversation.

92%
(Based on 11 reviews)
Targeted Emails

Sends automated emails to further engage clients and potential clients.

83%
(Based on 8 reviews)
In-App Messaging

Allows for live chat to be enabled within the app for customer help.

89%
(Based on 7 reviews)
Interaction
Web Portals

Takes users to a customer-based site location, customized to match the site. Can either be public or require login.

94%
(Based on 10 reviews)
Forum to Reponse

Creates tickets from forum questions that were not resolved within the community.

Not enough data available

Tickets and Tagging

Troubleshoots problems with clients who have created a ticket in an attempt to provide a likely solution before taking the problem to support personnel.

97%
(Based on 14 reviews)
Live Chat

Embeds live chat capabilities within self-service tools.

89%
(Based on 10 reviews)
Internal Use
Customization

80%
(Based on 79 reviews)
Conversation Archiving

Archives conversations in a separate location for later reference.

89%
(Based on 10 reviews)
Lead Development

Enables employees to denote potential customers.

79%
(Based on 7 reviews)
Knowledge Base

Establishes a knowledge base for employee reference during conversations.

88%
(Based on 11 reviews)
Team Inbox

Provides a central location for help requests, helping employees respond sooner.

91%
(Based on 10 reviews)
Customer Profiles

Allows for the creation of profiles for contacts and customers.

84%
(Based on 12 reviews)
Communication Channels
Customer Portal

Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents

85%
(Based on 87 reviews)
Email to Case

Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

88%
(Based on 97 reviews)
Chat/Live Support

Ability for customer service agents to communicate with customers via live chat to solve problems live

83%
(Based on 65 reviews)
Social Integration

Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

64%
(Based on 23 reviews)
Call Center
Make, Receive, and Record Calls

Make and receive calls directly in the application. Track and record calls for analysis.

n/a
Customer and Contacts Database

Central repository for account and contact information

n/a
Products and Version Tracking

Central repository for tracking products and product versions customer is using

n/a
Call Scripting

Provides abilty for customer reps to use a script when calling customers for common reasons

n/a
Interactive Voice Response (IVR)

Automates interactions with telephone callers so that calls can be routed to the appropriate agent

n/a
Self Service/Community
Forums

Online discussion functionality so customers can have conversations among each other

n/a
Knowledge Base

Searchable prepopulated knowledge base or Wiki that also deflects tickets by suggesting articles during ticket entry

79%
(Based on 88 reviews)
Ideas/Feedback

Allows customers to enter and vote on suggestions to products and services

n/a
Q&A

Allows customers to post questions publicly and get answers from customer service agents and other customers

75%
(Based on 23 reviews)
Reporting & Analytics
Social Monitoring

Functionality to Monitor social activity for brands/products and respond in social network to customers social activity

69%
(Based on 35 reviews)
Reporting

74%
(Based on 89 reviews)
Dashboards

79%
(Based on 86 reviews)
Platform
ITIL Compliance

ITIL is a methodology for ticket management that some Help Desk tools are built to support

79%
(Based on 32 reviews)
Mobile User Support

Allows software to be easily used on multiple mobile devices include phone and tablet devices.

81%
(Based on 63 reviews)
Customization

80%
(Based on 79 reviews)
User, Role, and Access Management

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

83%
(Based on 79 reviews)
Internationalization

81%
(Based on 49 reviews)
Performance & Reliability

87%
(Based on 81 reviews)
Integration APIs

82%
(Based on 44 reviews)
Kayako
(144)