"Kayako is a help desk software that places all a user's support channels in a single location. It is provided either as a SaaS or on-premise."
With Kayako users can expand their helpdesk across different channels, including live chat, web, email, tickets, phone and self-service support.
Likewise, they can get insights from their customer support engagements to identify market patterns, buying behaviors, and bottlenecks in the service work flows. It automates helpdesk to manage repetitive queries so agents can focus on more important or urgent tasks. With Kayako agents can also sort, organize, and route emails faster and accurately.
Kayako stands out as one of the only solutions that actually integrates email, tickets, live chats, calls (with VoIP integration), self-service and remote desktop support into one virtual help desk.
Multiple Help Desk Reports: Kayako comes with 100 help desk report templates, varying from peripheral overviews to in-depth analyses.
Manage and Track Customer Support Tickets: If a ticket goes overdue, Kayako can automatically escalate that ticket: change its priority, assigning it to someone or triggering notifications.
Increase Customer Engagement with Live Chat Tools: Kayako's live chat tool is equipped with real-time visitor monitoring and proactive engagement.
Intuitive Agent Control Panel: Navigation is organized by channel. Customizable color coding is used to draw attention to tickets that are overdue.
Customer-facing Support Center: It lets user's clients navigate content, submit their own support tickets and log in to view the current issue and conversations surrounding it.
Custom Fields and Customization: This customer support app can be tailored to user's specific workflow, with custom ticket statuses, types and priorities.
Case: $24 agent p/mo (billed annually), or $29 (billed monthly).
Fusion: $39 agent p/mo (billed annually), or $49 (billed monthly).
Engage: $24 agent p/mo (billed annually), or $29 (billed monthly).
Free trial: 30 days.
Kayako focuses mainly on medium to large-size corporations.
It is used as a help desk app.
Platforms supported: Linux, Mac, Windows, Android, iPhone-iPad, Windows Phone, BlackBerry 10.
It integrates with: Mailchimp, Basecamp, Freshbooks, Drupal, Magento , Salesforce Sales Cloud, Joomla, Wordpress, SugarCRM
Kayako offers REST API.
It doesn't offer multi user capability.
They offer: email, phone support, and helpdesk.