Over Kayako

Kayako is het uniforme klantenserviceplatform dat bedrijven helpt klantverzoeken en -gesprekken via elk kanaal te beheren, klanten beter te ondersteunen en persoonlijk te blijven terwijl ze groeien. Kayako verbindt de punten tussen ondersteuningskanalen, klantinformatie en het team door e-mail, sociale en live chatgesprekken op een enkele ordelijke plaats samen te brengen.

Help klanten zichzelf te helpen via Kayako's helpcentrum-functie, waarmee klanten snel en eenvoudig het antwoord op hun eigen vragen kunnen vinden. Met helpcentrum-analyse kunnen gebruikers de woordgroepen volgen waarnaar klanten op zoek zijn om de inhoud te optimaliseren. Merken kunnen ook meerdere helpcentra bouwen en aanpassen, elk met unieke inhoud en branding.

Kayako helpt gebruikers de reis van de klant te visualiseren en alle klantinteracties te verenigen. Met de messenger-functie kunnen gebruikers klanten ondersteunen met een live chat-ervaring die net zo intuïtief is als het sturen van berichten naar hun vrienden. Merken kunnen ook klanten onderweg helpen met livechat op hun mobiele website of ingebed in aangepaste apps. Ook kunnen gebruikers klantactiviteiten uit meer dan 650 apps ophalen voor onmiddellijke context.

Apparaten

Bedrijfsgrootte

K M G

Markten

Verenigde Staten van Amerika, Canada, Verenigd Koninkrijk, Australië, China en nog 3 andere, India, Japan, Duitsland

Ondersteunde talen

Duits, Engels, Frans, Italiaans, Nederlands, Portugees, Spaans

Afbeeldingen

Keep on top of multi-channel conversations
Unified cases: see each customer's information in the context of the conversation to get more personal.
No more manual effort: measure and streamline processes to find out where to improve, and build workflows
Teams and customers can pick up the conversation via the website and across channels, real-time or not
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.
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
Build a rich and engaging knowledge base that customers will use
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
Nog 9 andere bekijken
Schermopname van Kayako: Keep on top of multi-channel conversations Schermopname van Kayako: Unified cases: see each customer's information in the context of the conversation to get more personal. Schermopname van Kayako: No more manual effort: measure and streamline processes to find out where to improve, and build workflows Schermopname van Kayako: Teams and customers can pick up the conversation via the website and across channels, real-time or not Schermopname van Kayako: 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. Schermopname van Kayako: 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 Schermopname van Kayako: Build a rich and engaging knowledge base that customers will use Schermopname van Kayako: 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

Functies

Totaal aantal functies van Kayako: 64

  • API
  • Aangepaste formulieren
  • Aangepaste velden
  • Aanpasbare branding
  • Aanpasbare rapportage
  • Active Directory-integratie (AD)
  • Activiteiten volgen
  • Authenticatie in twee stappen
  • Automatische leaddistributie
  • Automatische meldingen
  • Autoresponders
  • Beheer van meerdere kanalen
  • Beheer van problemen
  • Beheer van supporttickets
  • Bewaking
  • CRM-integratie
  • Chatten
  • Communicatie via meerdere kanalen
  • Communicatiebeheer
  • Configureerbare workflow
  • Contactgeschiedenis
  • Contentbeheer
  • Door gebeurtenissen geactiveerde acties
  • E-mailsjablonen
  • Eenmalige aanmelding
  • Enquêtes en feedback
  • Escalatiebeheer
  • Feedbackbeheer
  • Gefilterde weergaven
  • Gemeenschappelijke werkruimte
  • Helpdeskbeheer
  • Herinneringen
  • Instant Messaging
  • Integratie van sociale media
  • Integratie van toepassingen
  • Kanaalbeheer
  • Leadtoewijzing
  • Markeren
  • Meerdere gebruikersaccounts
  • Meerdere landen
  • Mobiele integratie
  • Multi-onderneming
  • Multilocatie
  • Ondersteuning voor meerdere indelingen
  • Op regels gebaseerde workflow
  • Op rollen gebaseerde toestemmingen
  • Prestatierapporten
  • Productiviteitsrapportage
  • Rapportage en statistieken
  • Realtime controle
  • Realtime gegevens
  • Rich Text Editor
  • Samenwerkingstools
  • Status bijhouden
  • Statusrapportage
  • Toestemmingsbeheer
  • Verzamelen van feedback
  • Voor meerdere talen
  • WYSIWYG-editor
  • Webformulieren
  • Website-integratie
  • Workflowbeheer
  • Zoekfunctionaliteit
  • eCommerce-integratie

Alternatieven

Zoho CRM

4,2
#1 alternatief voor Kayako
Zoho CRM helpt bedrijven van elke omvang om slimmer, beter en sneller deals te sluiten.

Freshdesk

4,5
#2 alternatief voor Kayako
Freshdesk biedt SaaS-gebaseerde, multichannel klantenondersteuningssoftware voor bedrijven van elke omvang, met...

TeamSupport

4,5
#3 alternatief voor Kayako
TeamSupport is helpdesksoftware gebouwd voor business-to-business klantenondersteuning. Volledige zichtbaarheid van...

Alchemer

4,5
#4 alternatief voor Kayako
SurveyGizmo haalt gegevens uit dashboards en in handen van mensen die actie ondernemen. Via de systemen die ze elke dag...

Reviews

Totaalscore

4 /5
(156)
Prijs-kwaliteitverhouding
3,8/5
Functies
3,9/5
Gebruiksgemak
3,9/5
Klantenondersteuning
3,8/5

Heb je Kayako al?

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Schrijf een review!
5 van 156 worden weergegeven
Christian M.
Totaalscore
  • Sector: Computersoftware
  • Bedrijfsgrootte: 11-50 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 10.0 /10

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

Beoordeeld op 22-6-2018

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

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

Pluspunten

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!

Minpunten

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.

Geverifieerde reviewer
Totaalscore
  • Sector: Informatietechnologie en -diensten
  • Bedrijfsgrootte: Zelfstandig ondernemer
  • Dagelijks 1+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning
  • Waarschijnlijkheid van aanbeveling 7.0 /10

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

Beoordeeld op 10-2-2021

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.

Pluspunten

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.

Minpunten

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!

Amani I.
Totaalscore
  • Sector: Computersoftware
  • Bedrijfsgrootte: 51-200 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Gebruiksgemak
  • Waarschijnlijkheid van aanbeveling 6.0 /10

Kayako - Can be better!

Beoordeeld op 25-10-2018

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.

Pluspunten

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.

Minpunten

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.

Anita S.
Totaalscore
  • Sector: Computersoftware
  • Bedrijfsgrootte: 51-200 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Gebruiksgemak
  • Waarschijnlijkheid van aanbeveling 10.0 /10

Best software for internal and external email communication

Beoordeeld op 7-12-2018

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.

Pluspunten

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.

Minpunten

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.

Christopher B.
Totaalscore
  • Sector: Computersoftware
  • Bedrijfsgrootte: 51-200 werknemers
  • Dagelijks 2+ jaar lang gebruikt
  • Bron van de reviewer

Totaalscore

  • Prijs-kwaliteitverhouding
  • Gebruiksgemak
  • Klantenondersteuning

Support makes the difference when comparing this to other competitors

Beoordeeld op 18-6-2018

Kayako helps keep all of our customer communication centralized into a single support suite. It...

Kayako helps keep all of our customer communication centralized into a single support suite. It allows our customers to engage more frequently with self-serve help (knowledgebase), chat, and email. Kayako makes it easier for our staff to troubleshoot and resolve any issues.

Pluspunten

The new interface is very modern and much more exciting than the other interface. It is much faster and friendlier to use. The support is available for questions and bugs, whereas some competitors do not offer support of implementation. The price of the software is a little steep when comparing it to competitors that offer more, but being a Kayako customer for 10+ years on a perpetual license granted us a pretty steep discount that made the pricing make more sense for us.

Minpunten

I wish they had more features such as ability to get more customer feedback which would help our product development. There are other software similar to Kayako that have a feedback component that allow users to voice their "opinions" and then other users can vote on that. I would like to see this in Kayako and have been asking for about 10 years now.

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Kayako - Veelgestelde vragen

Hieronder zie je enkele veelgestelde vragen over Kayako.

Kayako kent de volgende prijsmodellen:

  • Vanaf: US$ 15,00/maand
  • Prijsmodel: Abonnement
  • Gratis proef: Beschikbaar

We hebben geen informatie over functies van Kayako

Kayako heeft de volgende typische klanten:

Klein bedrijf, Grote ondernemingen, Openbare diensten, Non-profit, Freelancers, Middelgroot bedrijf

Kayako ondersteunt de volgende talen:

Duits, Engels, Frans, Italiaans, Nederlands, Portugees, Spaans

Kayako ondersteunt de volgende apparaten:

Android, iPhone, iPad

Kayako kan worden geïntegreerd met de volgende toepassingen:

All-In-One Designer, Customer Thermometer, Freshsuccess, Help Desk Migration, Jira Service Management, Magento Commerce, NUACOM, PagerDuty, Retently, Slaask

Kayako biedt de volgende ondersteuningsopties:

Veelgestelde vragen, Forum, Kennisbank, Online ondersteuning, Telefonische ondersteuning, Video-instructies

Gerelateerde categorieën

Bekijk alle softwarecategorieën die gevonden zijn voor Kayako.