Kayako is one of the best helpdesk software solutions we’ve seen but it is not without its drawbacks
Kayako is a maker of helpdesk software which can be installed on-premises behind your company’s firewall or accessed from the cloud. With Kayako, companies can deliver customer service in multiple languages and use a variety of channels including email, live chat, and social media. Kayako has won several awards and is used by many Fortune 500 companies, which places it among the best helpdesk software on the market, and in this Kayako review, we’ll discuss whether your business could benefit from using it, as we take a look at its pricing, features, support, and ease of use. Kayako has a very simple pricing structure, with four plans ranging in price from $15/month per agent for the Inbox plan up to $100/month per agent for the Enterprise plan. Each plan adds to the features available in the level below it, and the three upper plans also give you a certain number of free collaborators—people who can leave internal notes but can’t reply to customers. As you move up through the plans, you’ll be able to add more channels to a single unified inbox, have more standard live chat responses, and organize your staff into more teams. Kayako calls customer history “customer journeys,” enabling you to understand the context of each interaction with your customer. While the Inbox plan is limited to 30 days, the others are unlimited. The Inbox plan also only supports a single language, whereas the others support multiple languages. All of Kayako’s plans are also available for a 14-day free trial. Kayako comes packed with features aimed at providing support for your business’ customers while also giving them the means to help themselves. Kayako includes help center capabilities so your customers can answer their own questions. You also have analytics about what people are searching for so you can optimize your help content. Customer journeys give your support agents a unified view of all your interactions with a customer. This will cut down on the number of additional questions you need to ask because agents will have access to a customer’s complete history including site visits, purchases, and emails they’ve received. You can also include customer activities from a large range of external apps like Slack and Salesforce. Kayako’s live chat feature is called Kayako Messenger and is designed to work as easily as messenger apps that people would already be used to.
