Kayako is a cloud-hosted help desk platform that unifies your customer service channels in one place. The customer support software is suited to startups, small businesses through to larger enterprises. Among those customers trusting Kayako to provide their help desk services include NASA, De Beers, Peugeot and the American Motorcyclist Association.
Among its many features, it integrates live chat, tickets, web, email, calls or self-service support to help businesses deliver a high-quality service. Moreover, Kayako helps you understand customers based on their analytics and insights. Furthermore, you have access to a suite of reports based on customer queries, such as sales trends and opportunities, performance metrics, and support bottlenecks.
You can automate aspects of your support to fast track replies to standard queries or repetitive tasks so your agents can focus on addressing more pressing issues.
Through help desk and live chat solutions, the platform helps companies manage customer requests and conversations over any channel, support customers better, and stay personal as they grow.
Through robust API or ecommerce platform integration, Kayako provides strong support to ecommerce by displaying every page view and purchase history of the customer, as well as syncing it with the marketing or sales teams for more potential business from customers.
Kayako features a mobile app for iOS, Android, Windows Phone, and Blackberry so you can provide customer service on the go. It’s also scalable that can match the pace of any growing business.
Table of Contents
Key features of Kayako
- Support ticketing with email integration
- Fully featured live chat for your customer service portal and website
- Real-time visitor tracking
- Real-time messaging for help center and website
- Set SLAs to keep on top of customer conversations
- Phone call tracking and recording
- Enhanced self-service portal
- Advanced ticket workflows, rules and automations
- Customizable tickets, chats and customers
- Custom fields to collect all information needed
- Enhanced customer and organization profiles for CRM
- Multiple-plan support
- Ticket reply and resolution deadline management
- Set business hours for accurate performance tracking
- Slack integration
- Automatic escalation rules to prevent unaddressed customer queries
- Mobile apps for iOS, Android, Windows and Blackberry
- Mobile live chat with the Jabber gateway
- 100+ out-of-the-box help desk reports
- Custom reports via Kayako Query Language
- Schedule reports are automatically sent to your inbox
- Multi-lingual customer support and localizations
- Customizable look and feel of the help desk
- Strong support for ecommerce to increase sales and improve loyalty
- Intuitively designed Help Center enable customers to help themselves
Kayako help desk software for personal and connected customer service.