In Partnership With SelectHub
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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In Partnership With SelectHub
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
79 Plan to Renew
1
Since last award
80 Satisfaction of Cost Relative to Value
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.
+78 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?
Pros
- Reliable
- Enables Productivity
- Performance Enhancing
- Respectful
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Agent Collaboration
Contact Center Integration
Intelligent Search
Customer Service Knowledge Management
Customer Service Workflow Management
Analytics and Reporting
Customer Self Service Capabilities
Customer Community Management
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
Usability and Intuitiveness
Availability and Quality of Training
Vendor Support
Kayako Reviews
Gregory D.
- Role: Information Technology
- Industry: Electronics
- Involvement: IT Leader or Manager
Submitted Apr 2023
A stable and reputable helpdesk software
Likeliness to Recommend
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
Please tell us why you think this review should be flagged.
Kostiantyn B.
- Role: Sales Marketing
- Industry: Technology
- Involvement: End User of Application
Submitted Apr 2023
It solved online chat and help centre questions.
Likeliness to Recommend
What differentiates Kayako from other similar products?
Having an easy-to-use mobile app, cheaper pricing, intuitive UI.
What is your favorite aspect of this product?
Mobile app
What do you dislike most about this product?
Sometimes it was difficult to get a response from their support team and also analytics were quite limited at the moment when I used it.
What recommendations would you give to someone considering this product?
If you are looking for an affordable tool without hundreds of customisations and advanced tweaks, Kayako is doing a great job at it for a reasonable price.
Pros
- Efficient Service
- Respectful
- Helps Innovate
- Reliable
Cons
- Commodity Features
- Charges for Enhancements
Please tell us why you think this review should be flagged.
Farrah A.
- Role: Operations
- Industry: Telecommunications
- Involvement: IT Leader or Manager
Submitted Apr 2023
Its a bit pricey and lacks alot of automations
Likeliness to Recommend
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
Please tell us why you think this review should be flagged.
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