About Kayako

Kayako is the unified customer service platform that helps companies manage customer requests and conversations over any channel, support customers better, and stay personal as they grow. Kayako connects the dots between support channels, customer information, and the team, unifying email, social, and live chat conversations together in one tidy place.

Help customers help themselves through Kayako's help center feature, allowing customers to answer their own questions, quickly and simply. Help center analytics enable users to track the phrases customers are searching for in order to optimize content. Brands can also build and customize multiple help centers, each with unique content and branding.

Kayako helps users visualize the customer’s journey and unify all customer interactions. The messenger feature allows users to support customers with a live chat experience that's as intuitive as messaging their friends. Brands can also help customers on the go with live chat on their mobile website or embedded in custom apps. Users can also bring customer activities from over 650+ apps for immediate context.

Pricing starting from:

US$15.00/month

  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to Kayako

Key benefits of Kayako

  • Unify email, social, and live chat conversations together in one tidy place with Kayako.

  • Build closer relationships: Kayako helps users understand their customers better in order to provide the right support at the right time, in their context.

  • Work better together: Kayako removes the distance between individuals, their team and their customers for more efficient and effective support.

  • Offer a human live chat experience, and have personal conversations with modern real-time messaging.

  • Route conversations to the right agent, and bring the whole company on board using Kayako's collaborators feature.

  • Devices

    Business size

    S M L

    Markets

    Australia, Canada, China, Germany, United Kingdom, India, Japan, United States

    Supported Languages

    Dutch, English, French, German, Italian, Portuguese, Spanish

    Pricing starting from:

    US$15.00/month

    • Free Version
    • Free Trial
    • Subscription

    Top 5 alternatives to Kayako

    Images

    Kayako Software - Keep on top of multi-channel conversations
    Kayako Software - Unified cases: see each customer's information in the context of the conversation to get more personal.
    Kayako Software - No more manual effort: measure and streamline processes to find out where to improve, and build workflows
    Kayako Software - Teams and customers can pick up the conversation via the website and across channels, real-time or not
    Kayako Software - Bring it all together: understand the customer’s context and see their CRM, event and support history in Kayako. No more switching apps and less back-and-forth.
    Kayako Software - Continue the conversation: Kayako creates a single view of each conversation even as a customer moves between channels, so no one needs to repeat themselves
    Kayako Software - Build a rich and engaging knowledge base that customers will use
    Kayako Software - Customer service isn't just a desk job: Kayako offers native mobile apps to help stay in touch with customers and the helpdesk from anywhere
    View 9 more
    Kayako Software - Keep on top of multi-channel conversations Kayako Software - Unified cases: see each customer's information in the context of the conversation to get more personal. Kayako Software - No more manual effort: measure and streamline processes to find out where to improve, and build workflows Kayako Software - Teams and customers can pick up the conversation via the website and across channels, real-time or not Kayako Software - Bring it all together: understand the customer’s context and see their CRM, event and support history in Kayako. No more switching apps and less back-and-forth. Kayako Software - Continue the conversation: Kayako creates a single view of each conversation even as a customer moves between channels, so no one needs to repeat themselves Kayako Software - Build a rich and engaging knowledge base that customers will use Kayako Software - Customer service isn't just a desk job: Kayako offers native mobile apps to help stay in touch with customers and the helpdesk from anywhere

    Features

    Total features of Kayako: 77

    • API
    • Access Controls/Permissions
    • Active Directory Integration
    • Activity Tracking
    • Alerts / Escalation
    • Alerts/Notifications
    • Application Management
    • Appointment Management
    • Asset Tracking Software
    • Auto-Responders
    • Automated Routing
    • Availability Management
    • CRM Software
    • Call Center Management
    • Capacity Management
    • Change Management Software
    • Chat/Messaging
    • Collaboration Tools
    • Communication Management
    • Configurable Workflow
    • Configuration Management
    • Content Management System (CMS) Software
    • Contract/License Management
    • Customer Database
    • Customizable Branding
    • Customizable Fields
    • Customizable Forms
    • Customizable Reports
    • Dashboard Software
    • Data Visualization Software
    • Email Management Software
    • Email Templates
    • Event Triggered Actions
    • Feedback Management
    • Help Desk Management
    • Incident Management Software
    • Interaction Tracking
    • Issue Auditing
    • Issue Management
    • Knowledge Base Management
    • Live Chat Software
    • Mobile Access
    • Monitoring
    • Multi-Channel Communication
    • Multi-Channel Management
    • Multi-Language
    • Multiple User Accounts
    • Network Monitoring Software
    • Offline Form
    • Performance Metrics
    • Problem Management
    • Project Management Software
    • Queue Management
    • Real Time Data
    • Real Time Monitoring
    • Real-Time Chat
    • Real-time Consumer-facing Chat
    • Recurring Issues
    • Release Management
    • Reporting & Statistics
    • Reporting/Analytics
    • Role-Based Permissions
    • Rules-Based Workflow
    • Search/Filter
    • Self Service Portal
    • Service Catalog
    • Service Level Agreement (SLA) Management
    • Single Sign On Software
    • Social Media Integration
    • Support Ticket Management
    • Surveys & Feedback
    • Tagging
    • Third Party Integrations
    • Ticket Management
    • Virtual Assistant
    • Website Integration
    • Workflow Management Software

    Alternatives

    Zendesk

    4.4
    #1 Alternative to Kayako
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    Olark

    4.5
    #2 Alternative to Kayako
    Your customers know Olark live chat. They are looking for that little tab in the bottom corner of your website that...

    Freshdesk

    4.5
    #3 Alternative to Kayako
    Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that...

    Vivantio

    4.3
    #4 Alternative to Kayako
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    Reviews

    Overall rating

    4.0 /5
    (158)
    Value for Money
    3.8/5
    Features
    3.8/5
    Ease of Use
    3.9/5
    Customer Support Software
    3.8/5

    Already have Kayako?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

    Write a Review!
    Showing 5 reviews of 158
    Christian M. Christian M.
    Overall rating
    • Industry: Computer Software
    • Company size: 11-50 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support Software
    • Likelihood to recommend 10.0 /10

    Kayako Classic (On-Premise) is a solution that covers all areas of support and more.

    Reviewed on 2018-06-22

    Customer Service Improvements resulting in winning a German Golden Stevie Award 2018.

    Customer Service Improvements resulting in winning a German Golden Stevie Award 2018.

    Pros

    It covers many areas of daily conversation handling activities: Ticket, Incident, Problem, and Complaint handling situations. If the basics do not suffice, custom fields and tracking options help iron out missing pieces. It contains a Knowledgebase that allows you to record Articles and information. Survey system (very handy for Event-Driven Surveys); Reporting options and quick access to tickets. One of the KEY FEATURES is that the tool is FAST and keeps a focus on the work area for staff, rather cluttering everything with detail fields. Finally, the web-interface is fully customizable and very useful in granting options to access the conversation handling tool. Did I mention Kayako Services being great in helping to resolve questions and issues when contacted? They do this very well!

    Cons

    It lacks a few items that I wish would be included (software is always under constant development, and Kayako customer service is very responsive and friendly): proper comprehensive auditing when tickets are handled (like automatically submitted communications recorded with date and time); Complaint Handling structures based on tickets; improved linkages between tickets (though possible it is not done in a single click); KBA link to tickets; Reporting is nice though it lacks options to customize charts, colors and the way detail can be presented (formatting through configuration rather customization). Another drawback in a recent release is that a lot of browser cell padding has been introduced causing the display of elements unnecessarily spread out across a regular HD monitor. Luckily this can be customized using CSS injection or system-wide CSS manipulation.

    Verified Reviewer
    Overall rating
    • Industry: Information Technology & Services
    • Company size: Self Employed
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support Software
    • Likelihood to recommend 7.0 /10

    Expensive for small companies, and sometimes buggy, but a great customer experience

    Reviewed on 2021-02-10

    Generally great experience for the end user, but could use some occasional polish.

    Generally great experience for the end user, but could use some occasional polish.

    Pros

    Really easy and streamlined customer experience. The support for a JWT-based sign in for customers into the help centre means that people have a single account to sign in to everything, rather than creating separate accounts like you'd have to do with Zendesk or similar, and it just makes life a whole lot easier overall. The widget is nicely-designed, neat and unobtrusive.

    Cons

    For a single agent, the plans are quite expensive, especially if you want functionality like customer SSO. I also find the notifications it provides are very iffy, sometimes not being delivered - and for some infuriating reason, there's no option to deliver emails for replies only when you're not already online!

    Alternatives Considered

    Freshdesk, Zendesk and Olark

    Reasons for Switching to Kayako

    Primarily, the support for JWT-based sign in and a private knowledge base.
    Amani I. Amani I.
    Overall rating
    • Industry: Computer Software
    • Company size: 51-200 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Ease of Use
    • Likelihood to recommend 6.0 /10

    Kayako - Can be better!

    Reviewed on 2018-10-25

    I have been using Kayako for more than five years. This has been the software we use for all...

    I have been using Kayako for more than five years. This has been the software we use for all internal and client communication. As mentioned earlier it is a simple tool which takes only a few times to practice, thereafter you get the hang of it. However after using other email softwares, Kayako's limitations regarding formatting, inserting images and capturing the entire thread has always been a hassle for me. Additionally we are only given admin rights to our own teams. If a ticket generated by me is moved to an internal team I do not have access for, I cannot view the updates on the ticket.

    Pros

    Kayako helps me organize my tickets into as many folders I want, thus making me work on those tickets conveniently and effectively. If I am an admin or have admin access to my staff folders I can also access all of their folders to get an update on tickets. It's easy to learn and use. I love the reports feature on Kayako. We can create as many reports we want and automate them. The follow ups feature is also great to keep track of pending tasks and serves as good reminder.

    Cons

    There are a few issues I encountered as I worked on Kayako. Kayako doesn't allow us format the font or content, so underlining, italicizing etc is not possible in an email. We cannot include images, charts or graphs in the body of the email. When you hit reply on a ticket, the original email thread is not included. So if you need to know the previous conversation, we need to copy and paste the email.

    Ryan L. Ryan L.
    Overall rating
    • Industry: Health, Wellness & Fitness
    • Company size: 11-50 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support Software
    • Likelihood to recommend 9.0 /10

    Ideal for new company

    Reviewed on 2021-08-23

    Very helpful to start-up business as it provides total help desk and customer support in a more...

    Very helpful to start-up business as it provides total help desk and customer support in a more efficient manner. The product is recommended to all types of business especially the starting ones

    Pros

    An application where can make your life easy as they provide quality help desk solutions to the business.

    Cons

    The application is a little bit pricy compared to other help desk solution provider

    Anita S. Anita S.
    Overall rating
    • Industry: Computer Software
    • Company size: 51-200 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Ease of Use
    • Likelihood to recommend 10.0 /10

    Best software for internal and external email communication

    Reviewed on 2018-12-07

    I love using kayako as it has been the best communication platform which not only allows me to...

    I love using kayako as it has been the best communication platform which not only allows me to communicate but also provides me reports on any urgent email that I need to act on immediately which saves me from delayed tasks and replies.
    Since we switched from outlook to kayako software for inter-team and client communication, kayako has provided the best communication platform which allowed us to to have an organized, easy to refer to and not only use but also can view any sent/received email from any location via any device.

    Pros

    Kayako has been the best communication platform for professional communication that I have used so far. Kayako is recommended for both inter-team and external - client communication. The best feature of kayako is that it allows you to organize your emails into folder based on departments, status and the nature of the email content.
    Also using other type of email platforms has been a worry at times and time consuming when trying to find all the back and forth communication happened on one email thread by multiple people, but kayako provides the best solution by capturing all the communication happened on one subject/email which is sent and received by one or many, in the same email thread which we call a "Ticket"

    Interface of kayako can be designed and created as per the user's requirement and preference.
    Also referring to an email has been very convenient as each ticket carries its own unique Ticket ID.

    It also provides reports on emails based on its nature. ex: overdue, received within 24hrs and etc based on rules we set which allows to the user to be more organized, effective and proactive.

    Cons

    Understanding and using the software is essential as it doesn't function like other email platforms but has its own organized interface. Inter team communication The software is mainly build for professional communication however I wish it could have few other options like adding colors, tables and etc but apart from that no other cons to mention.

    Showing 5 reviews of 158 Read all reviews

    Kayako FAQs

    Below are some frequently asked questions for Kayako.

    Kayako offers the following pricing plans:

    • Starting from: US$15.00/month
    • Pricing model: Free Version, Subscription
    • Free Trial: Available

    Inbox: $15 per agent per month - a shared email, chat, and social inbox for small teams Growth: $30 per agent per month - customer service software for growing teams Scale: $60 per agent per month - customer service software for larger teams and businesses Kayako's Enterprise plan is also available for larger companies needing a custom approach to customer support software. The Enterprise plan starts at $100 per agent. Get in touch for more information.

    Kayako has the following typical customers:

    Self Employed, 2-10, 11-50, 51-200, 201-500, 501-1,000, 1,001+

    Kayako supports the following languages:

    Dutch, English, French, German, Italian, Portuguese, Spanish

    Kayako supports the following devices:

    Android (Mobile), iPhone (Mobile), iPad (Mobile)

    Kayako integrates with the following applications:

    123FormBuilder, ActiveCampaign, Alchemer, Basecamp, BigCommerce, CA Flowdock, Campaign Monitor, Chargebee, Chargify, Constant Contact, Dropbox Business, Drupal, Eventbrite, Facebook for Business, FreshBooks, Geckoboard, GetResponse, GitHub, Gmail, Google Analytics, Google Calendar, Google Docs, Google Drive, Google Workspace, HipChat, Hootsuite, HubSpot CRM, Hubstaff, InsightSquared, Intercom, Jira, Joomla, Keap, LinkedIn for Business, Magento Commerce, Mailchimp, Marketo Engage, Microsoft Outlook, Nicereply, Nimble, PagerDuty, Pardot, PayPal, Pipedrive, Pivotal Tracker, Podio, QuickBooks Online Advanced, Quickbooks Online, Recurly, Salesforce Sales Cloud, SalesforceIQ, Shopify, Slack, Stripe, SugarCRM, SurveyMonkey, Teamwork, Trello, Twitter, Typeform, WooCommerce, WordPress, Wufoo, Xero, Yammer, Zapier, Zoho CRM, Zuora

    Kayako offers the following support options:

    Email/Help Desk, FAQs/Forum, Knowledge Base Software, Phone Support, 24/7 (Live rep), Chat

    Related categories

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