Kayako Customer Reviews 2024

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Kayako

Composite Score

7.3 /10

CX Score

7.4 /10

24 Reviews Write a Review

What is Kayako?

Kayako’s helpdesk software comes with powerful out-of-the-box functionality that makes it easy for customer service teams to begin managing requests and conversations that come through any channel. Support customers better, and stay personal as you grow.

Company Details

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Kayako Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Kayako.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

82 Likeliness to Recommend

5
Since last award

78 Plan to Renew

17
Since last award

80 Satisfaction of Cost Relative to Value

1
Since last award

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+77 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Kayako?

10% Negative

8% Neutral

82% Positive

Pros

Reliable
Enables Productivity
Performance Enhancing
Respectful

Feature Ratings

Average 77

Agent Collaboration

Contact Center Integration

Intelligent Search

Customer Service Knowledge Management

Customer Service Workflow Management

Analytics and Reporting

Customer Community Management

Customer Self Service Capabilities

Mobile Customer Care

Multi Channel Support

Agent Scripting

Vendor Capability Ratings

Average 75

Business Value Created

Ease of Implementation

Ease of Customization

Quality of Features

Breadth of Features

Ease of Data Integration

Product Strategy and Rate of Improvement

Ease of IT Administration

Availability and Quality of Training

Usability and Intuitiveness

Vendor Support

Kayako Reviews

Farrah A.

Role: Operations
Industry: Telecommunications
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Apr 2023

Its a bit pricey and lacks alot of automations

Likeliness to Recommend

6 /10

What differentiates Kayako from other similar products?

Its easy to use

What is your favorite aspect of this product?

Implementation was super easy

What do you dislike most about this product?

lack of reporting and automations

What recommendations would you give to someone considering this product?

Look at what you need, if you need basic ticket system then its okay

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Gregory D.

Role: Information Technology
Industry: Electronics
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Apr 2023

A stable and reputable helpdesk software

Likeliness to Recommend

7 /10

What differentiates Kayako from other similar products?

Kayako is a strong, stable and reliable product that has been around for many, many years. Like wine, it has gotten better with age. It is simple to use and implement, and simple to administer.

What is your favorite aspect of this product?

The self-service part is the one we use the most, both for internal and external purposes. Kayako is used by virtually every department in the company, from IT to facilities, purchasing, security and HR... The ticketing system is very simple but very efficient, and easy to use.

What do you dislike most about this product?

We've been using Kayako for more than 15 years now and it's still going strong in our company, although, since the price hike, we've considered moving away from this solution. Having said that, other solutions on the market are similarly priced and our cheaper prices were merely the result of being an early adopter. Overall, Kayako is a solid product, but it does lack ITIL capabilities which we do need, so eventually we are planning to change it to something else.

What recommendations would you give to someone considering this product?

Best option for new clients is to evaluate the software first to make sure the functionality on offer is at the level expected.

Pros

Performance Enhancing
Enables Productivity
Saves Time
Respectful

Cons

Commodity Features
Less Efficient Service
Less Effective Service

Role: Information Technology
Industry: Media
Involvement: IT Development, Integration, and Administration

Validated Review

Anonymous Reviewer

Submitted Apr 2023

a support helpdesk software that I can trust

Likeliness to Recommend

8 /10

Pros

Reliable
Enables Productivity
Trustworthy
Effective Service

Latest Research

Kayako

What is Kayako?

Company Details

Need Assistance?

Awards & Recognition

Kayako Ratings

82 Likeliness to Recommend

5 Since last award

78 Plan to Renew

17 Since last award

80 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+77 Net Emotional Footprint

How much do users love Kayako?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Agent Collaboration Supports live collaboration between agent and customers, among customers (e.g. forums), and among service professionals (e.g. team-based customer service).

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities offered or through 3rd party integrations.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Customer Community Management Creation and management of branded and focussed user communities.

Customer Self Service Capabilities Customer-facing resolution wizards and guidance, community forums or integrations through 3rd part integrations.

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Kayako Reviews

Farrah A.

Its a bit pricey and lacks alot of automations

Likeliness to Recommend

Pros

Gregory D.

A stable and reputable helpdesk software

Likeliness to Recommend

Pros

Cons

a support helpdesk software that I can trust

Likeliness to Recommend

Pros

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Feature Ratings

Agent Collaboration

Contact Center Integration

Intelligent Search

Customer Service Knowledge Management

Customer Service Workflow Management

Analytics and Reporting

Customer Community Management

Customer Self Service Capabilities

Mobile Customer Care

Multi Channel Support

Agent Scripting

Vendor Capability Ratings

Business Value Created

Ease of Implementation

Ease of Customization

Quality of Features

Breadth of Features

Ease of Data Integration

Product Strategy and Rate of Improvement

Ease of IT Administration

Availability and Quality of Training

Usability and Intuitiveness

Vendor Support