What Kayako does
Kayako offers customer service software designed to help businesses manage support requests across multiple channels. Its platform typically provides a unified inbox for email, live chat, and social support, aiming to streamline customer conversations in one place. Companies use Kayako to centralise queries, assign tickets to team members, and track resolution progress. The product is generally positioned towards teams needing to coordinate their customer service without managing disparate systems or communication methods. It is part of the broader customer support category, focusing on improving the speed and consistency of responses.
What sets it apart
Unified inbox across channels allows teams to handle multiple support conversations from one interface.
Key features
- ◆Unified support inbox
- ◆Ticket management system
- ◆Multi-channel communication
- ◆Internal notes and collision detection
- ◆Customer conversation history
What teams use it for
- Respond to customer emails and chats in one place
- Assign and escalate support tickets
- Track support performance and response times
Pros
- +Supports email, chat, and social channels
- +Centralises team communication workflow
- +Offers ticket assignment and tracking options
Cons
- −Reporting features may be limited for advanced needs
- −Integration options may not cover all external tools
- −Interface may require training for first-time users
Integrates with
Our verdict
Kayako suits teams seeking a central hub for handling customer support across different communication channels. Organisations looking for specialised reporting or integrations should check its capabilities closely.
Frequently asked questions
Does Kayako support multi-channel customer service?+
Yes, Kayako is designed to centralise support requests from email, live chat, and social platforms.
Can Kayako be used by remote or distributed support teams?+
Kayako is web-based and offers mobile apps, so support teams can access it from different locations.
What should I do to compare Kayako's pricing plans?+
Check the official Kayako website's pricing page for the most current options.
Is there onboarding help available for new users?+
Kayako provides online documentation, and further support options may be available depending on your plan.
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