Opiniones de Kayako

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

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

Puntos a favor:

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!

Puntos en contra:

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.

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

Comentarios: Generally great experience for the end user, but could use some occasional polish.

Puntos a favor:

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.

Puntos en contra:

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!

Kayako - Can be better!

Comentarios: 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.

Puntos a favor:

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.

Puntos en contra:

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.

Kayako - Feedback

Puntos a favor:

Easy to identify what we need to use to support customer

Puntos en contra:

Kayako most of the time is laggy and affects overall performance of our agents

Review - Kayako

Comentarios: It is an excellent software for managing tickets and customer support. It has great features and support for the customer service staff. I highly recommend it.

Puntos a favor:

It is one of the best ticketing and support system I have worked on. It user interface is quite friendly. I can managed unassigned tickets easily by assigning it to relevant persons. It keep the track of all tickets, open, in progress and closed ones. The thing I liked the most is its on going monitoring of tickets, once a ticket cross a specified time defined, that ticket has got highlighted which means an overdue ticket requires you immediate attention. Further I can make Marcos, which helps me to use standard answers without writing the whole message again and again. It has provided to manage and generate customer reports as per your need, which is quite a good feature. It allows to make different sections and sub section which helps for better management of your tickets. Its knowledge base option is fantastic where we can made glossary of different topics and FAQ for users in order to help the community. Adding notes to the users and on current tickets is one of the great features of this software which allows the other users to understand the user and help them accordingly.

Puntos en contra:

The only problem I have experienced is, there has been a lag while using it with FirFox in Windows 7 Plate form. Sometime the keyboard stops responding and despite the typing nothing has been going to write on the answer section of the ticket which sometimes is very annoying.

Long Time Customer - Very Dissappointing Final Experiences

Puntos a favor:

The software was ahead of its time when my company started using it in 2011. Easy to organize. Nice ticket merging. Accountability with being able to assign tickets to staff with notifications, etc. When the new version of Kayako came out there was a lot of confusion on merging, upgrading, and it never ended up happening for my business.

Puntos en contra:

The utter lack of respect I was given as a long time customer was frustrating. I asked to get out of contract in the middle of a year long term for a partial refund. It took over 2 months to get a final 'no' answer. When the contract was up, it auto-renewed, even though I'd made it perfectly clear I had another system in place and no longer needed Kayako. I asked for a refund immediately and was told it wasn't possible. I had to do a chargeback on my card to get the refund, and THEN Kayako agreed to the refund. Why leave such a bad taste in my mouth as a long-time customer? It just makes no sense and pretty much guarantees I will NEVER be back.

ideal choice for online communication on everything in different Platforms

Comentarios: we have been using this software for more than a year, I have gained a lot in customers and experience in marketing

Puntos a favor:

this software really allowed me to develop communication and develop a good customer system within our organization. very easy to use

Puntos en contra:

I do not encounter any problem in the use of this software. But the price is high.the free version looks a bit different to me than the paid version

Kayako worked for us

Comentarios: We installed the On-Prem version of Kayako and for the most part were happy with its functionality and management of our help tickets.

Puntos a favor:

Kayako allowed us to manage our Help Desk while keeping costs down but still providing enough functionality to streamline our support and communication to the users.

Puntos en contra:

There wasn't any integration withour Scrum and Agile software tools (and it didn't have the functionality on its own) so it made it double work to move a Trouble Ticket to a Task

Flexible and focused, built around fresh concepts and technologies.

Comentarios: We set up our help-desk website and our support ticket system in no time.
Multiple channels support (email and in-app chat in our use case) and case merging feature helped us keeping our support backlog clean and readable.

Puntos a favor:

I love it's UX design that feels modern and easy to use. The conversation metaphore is very powerful and automation macros system is really neat.

Puntos en contra:

Software internationalization and available translations are poor. Even if my team contributed full UI translation for language 'it' on transifex most of the UI is not translated yet. More than a year has passed since then. If you need to support multi-language for your users, check that required languages have full support.

It's a mediocre software that isn't very user friendly.

Puntos a favor:

It has an app. It's kind of customizable.

Puntos en contra:

The migration to the new version was horrible. There was little communication and I had to keep following up. I don't think they realizing that by migrating us, I had to give my customers a heads up on the migration as well. I'm still using the old version and being less usable every single day.

Software is buggy, support is not keeping up with requests. India-based support.

Puntos a favor:

- Standard support tracking software not trying to "re-invent" how support should run. - Price is "ok", but alternatives should be considered first, given more mature platforms are available for the same price point. - Ability to offer Email / Chat / Social support which are well integrated - KB articles is included which is good, fairly configurable on the visual front (ie more than Intercom) - Ready to go if you are looking for a simple support system with a single team / person / level of support.

Puntos en contra:

- The integration with the KB articles is incomplete and there is no value-add in using a single platform for both KB + Ticketing. - Live Chat messenger is limited in functionality - We have discovered that the software was completely overhaul 2 years ago to make it cloud-based (previously server installed) and not as stable as one would expect for a 10 yo company. - Their support is passing the "buck" continuously and ends up closing issues which were not resolved. - features are promised to be delivered with ETA and are either not delivered or half-baked - full disclosure we are planning on migrating away within 3 months.

It's great, but we like to be as efficient as possible, which means tabbing through everything.

Comentarios: Easy access to the emails we want, especially from Amazon.

Puntos a favor:

The look and feel. the customization options and custom insights. Filtering and suspending messages options. Ability to send all the messages we want to our inbox and not the ones we don't want.

Puntos en contra:

Can't tab through and select "type, priority" etc. quickly without clicking (you could in the old Kayako). Can't forward or CC a message easily. Images and attachments not perfect. A little slow. I also can't figure out how to remove the "message sent from Kayako" signature. This should not be required since we pay for the product and it can be embarrassing when we're trying to send professional emails, so we opt out and use Outlook for those.

Excessive Charges For Existing Customers

Comentarios: I recommend buying an alternate solution instead of Kayako until such time as they look after their customers, stop hiking the prices up and respond to support requests.

Puntos a favor:

The download version is excellent software and has many great features for supporting customers via email, telephone and live chat.

Puntos en contra:

Kayako charge existing customers that have perpetual licenses extremely high charges for support. Kayako introduced new excessive support and upgrade charges well beyond the original agreement that perpetual licences holders had originally agreed and signed up for. Failure to pay the additional charges means that software updates are not available. Kayako has many bugs which are resolved with the upgrades.

so far great. good response time. Love the new installed version of Kayako. It's so much faster!!

Puntos a favor:

the speed increase and the stability even though we have 100's of thousands of tickets. I'm assuming you're using more AJAX to load content which helped to improve the speed. I especially like the "light" design and how minimalistic the design of the site is. The focus is on speed which in return helps with speed of customer service. Use of the LoginShare to connect with OAuth2 to allow single login ID is fantastic.

Puntos en contra:

somewhat complex upgrade. technically the upgrade process is not that bad considering the sheer number of attachments in the system.

I have used many Service desk systems but Kayako is the best of all

Puntos a favor:

1. Multi department integration & queues in one interface 2. Easy SQL to generate possibly any report you want 3. Full Active directory integration 4. Best of Customer service i know of. 5. The support team knows what they are talking about. The resolution to any of my issues resolve in less then 20 min 6. Staff automatically know what to do 7. Knowledge base is very helpful

Puntos en contra:

1. Searching is a big pain ( Good luck searching with tags ) 2. Online support require ugly desktop software

The product is fine but the customer support is horrible which is ironic.

Comentarios: We can handle our customer support issues.

Puntos a favor:

Features are OK - but they need to be more up to date. Due to poor customer support and communication, we are not aware of new features/functions.

Puntos en contra:

The customer support is horrible. You cannot contact them directly. Your only option is to leave a message yet if you want to buy the product you can speak to a representative immediately. This is a customer support platform and it is very ironic they have horrible customer support access.

Good software for Support Desk purpose

Comentarios: Overall experience is good. We got their support every team of their teams. On cost side they need to think through from customer perspective.

Puntos a favor:

Overall this software gives satisfaction in customer support and ticket handling. It is increasing new features day by day with new UI elements also. Its whitelabelling feature is also very good. Email parsing is also customisable which is also good one. The Knowledgebase and Troubleshooter feature also works well. Support agent can be equipped with Chat facility. Kayako have good support team which is available 24*7 which makes easy for us to implement and use this software

Puntos en contra:

- This software legs on HTML email parsing side which can be improved. - On pricing part, they are charging on higher side and they needs to be competitive.

Effective tool for customer support

Puntos a favor:

Easy to use software, makes customer tracking, communication, and support more efficient. I use it mainly for the ticketing system to keep the company as well as the customers who log faults up to date on the status of their support ticket.

Puntos en contra:

As I have used many live chat software in my field, I am not too fond of the live chat ability of Kayako for websites. The implementation is not very user friendly.

Features and functionality missing or not working

Puntos a favor:

When I have time to contact their support they have been very helpful unfortunately I do not have time to perform their software testing.

Puntos en contra:

Unable to attach documents to a ticket. Search facility doesn't work as expected. Need knowledge of sql to run a report. If you forget to type the 'to' email address and hit send you are not notified and lose the text that you typed.

Kayako has changed our member experience because now members have one central platform for support.

Comentarios: great customer service

Puntos a favor:

The way you can have email flow into Kayako and form request in one system. The macros which allow quick answers to everyday request. The tech support is great and always have a solution

Puntos en contra:

To change from Classic to the hosted version is a big change and if you have customized pages something will not transfer over.

Just in english

Comentarios: If you want to use Kayako in another language, although they claim that you can "deliver a tailored customer experience on a worldwide scale with localization", it's not true. You can not translate a lot of things, and some of them are the core of the customer experience. So, in English, it's a good software (one the best maybe), but impossible to use in other languages.

Puntos a favor:

Chat + Ticket system integrated

Puntos en contra:

Not localized (just English)

Zero new features in last 2 years. Deceptive billing. Avoid.

Comentarios: When we wanted to cancel and downgraded through their admin portal to smaller number number of users. They billed us for the OLD number of users (thousands of dollar) and then refused to reimburse us. Deceptive, bad business. DO NOT RECOMMEND.

Puntos a favor:

Software is basic, has basic helpdesk. The basic helpdesk worked for us for some time, chat worked for us for some time, but literally did not keep up.

Puntos en contra:

The software has not kept up with the rest of the market. Zero product innovation in the last 1-2 years.

Love the features of the product.

Puntos a favor:

Ability to create custom fields to accommodate our business needs. Ability to create custom views. Ability to add private notes on a ticket, profile, and organization.

Puntos en contra:

There is no customer support for the product and all enhancements or basic customer support questions must be sent to one consultant.

ALWAYS Works. When not working, fixed issue in 30 seconds. FANTASTIC Support

Comentarios: Reduced time answering questions during billing

Puntos a favor:

Always available. Ease of use. Customization ability. Availability of support staff, Knows the product inside and out.

Puntos en contra:

Only ONE feature, does not print the notes when using the PRINT functions. Cost to add another user a bit higher than expected.

The new enhancements to speed up ticket viewing and responses is amazing!

Puntos a favor:

The software appears like since the design has been made more minimal. The speed of updates and changes to a ticket is fantastic

Puntos en contra:

Upgrades are always a pain, but it seems it's optimized as best as can be possible. Other than that, there really isn't much to complain about