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Over Kayako

Kayako – Persoonlijke en eenvoudige Live Chat Software om klantenservice te verenigen via chat, sociale media, e-mail en telefoon.

Meer informatie over Kayako

Pluspunten:

You have a history log of all your tickets and communications on them. The app is cool for its price.

Minpunten:

The user interface looks just plain bad. Chat and knowledge base tools are also mediocre.

Beoordelingen van Kayako

Gemiddelde score

Gebruiksgemak
3,9
Klantenservice
3,9
Functies
3,9
Prijs-kwaliteitverhouding
3,8

Waarschijnlijkheid van aanbeveling

7,0/10

Kayako heeft een totaalscore van 4,0 van 5 sterren op basis van 172 gebruikersreviews op Capterra.

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Reviews filteren (172)

Christopher
Christopher
Director of Product Management in VS
Geverifieerde LinkedIn-gebruiker
Computersoftware, 51-200 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Support makes the difference when comparing this to other competitors

5,0 6 jaar geleden

Opmerkingen: 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.

Mark
Mark
Account Manager in VS
Geverifieerde LinkedIn-gebruiker
Internet, 51-200 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Powerful System, Steep Learning Curve

5,0 6 jaar geleden

Opmerkingen: Kayako is where we manage all of our client tickets. It is great for my daily work routine and allows me to stay on top of many tasks at the same time. I have been working with it for 1.5 years and it works great for me now, but the first few months took a long time to get used to. Things are not where you would think they would be. The system is VERY customizable, however, and if you have a person that can put in the work to set the system up, it can be bent to fit your specific company needs.

Pluspunten:

Kayako automates a lot of the communication and tracking processes for us. Since my company has put the time into setting up Kayako to meet our companies needs, I am able to focus mostly on client communication and not administrative tasks.

Minpunten:

The system is very particular about what you can and can't do. Things that seem like they would be obviously included do not exist (seeing all open tickets from an organization, for example), and must be either set up manually or gotten to in a roundabout way. Kayako also requires a steep learning curve and is not an intuitive system.

Mark
IT-Administrator in Duitsland
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

The overall experience was ok. It gets the job done. But through the years we ran into some issues.

3,0 6 jaar geleden

Pluspunten:

It brings most, if not all functionality we need. The company still provides an on-premise version of the product. Support has reasonable reaction times, also they most only provide workarounds instead of solid fixes and solutions.

Minpunten:

Kayako feels out-dated all along. After two years of the 7.0 php release it still is not even fully compatible with any php 7.x release and up to today relies on the out-dated php 5.x versions. There are many other issues like the HTML-Mailparsing which have not been fixed completely in years now. Also we know Outlook 20xx do not create great HTML-mails still a lot of customers are using it and it is one the most spread applications in companies. But still the emails are not parsed correctly through Kayako. This should definitely have more priority. The forum is full of long threads and requests about this topic. Many people were upset, because resources were spent on creating a new webinterface instead of fixing basic functionality. Maybe customers should be involved in creating the roadmap for the product or at least help prioritizing issues.

josh
Lead in VS
Geverifieerde LinkedIn-gebruiker
, 11-50 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Kyako has been a great business changer from our Previous Software

4,0 6 jaar geleden

Opmerkingen: With this software, we were no longer jumping back and forth dealing with different programs to respond to our customers. It has been great to instantly chat with our customers, respond via tickets or emails in a matter of a few seconds.

Pluspunten:

What We love about Kayako is the chat engagements we can initiate with customers who visit our website. With the help center, customers can view our help center articles, submit tickets or reach out to us via chat. The functionality of Kayako keeps us organized and able to respond to our customers in a timely manner.

Minpunten:

A couple of things need improvement but not so much as a con. The reporting aspects of the software could be a little bit simplified. Reporting of Chat engagements and possible integration with Google Analytics would be fantastic.

Brandon
Brandon
Co-Owner/Founder in VS
Geverifieerde LinkedIn-gebruiker
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

We have used kayako for years now. It's very valuable to our day-to-day operations.

5,0 6 jaar geleden

Opmerkingen: Very easy to use. Helps us track hundreds of email tickets daily.

Pluspunten:

It's been easy to use, and makes it easy to stay on top of many different customer issues. Whenever we have had a question Kayako support is able to fix the issue quickly in real time.

Minpunten:

I really don't have a negative comment to say about the software. It's invaluable to our operation. Kayako customer support is alway able to assist quickly in real time.

Geverifieerde reviewer
Geverifieerde LinkedIn-gebruiker
Detailhandel, 11-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Long Time Customer - Very Dissappointing Final Experiences

3,0 6 jaar geleden

Pluspunten:

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.

Minpunten:

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.

Geverifieerde reviewer
Geverifieerde LinkedIn-gebruiker
Informatietechnologie en -diensten, 10.000+ werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Please be aware this is a review for an year-old version of Kayako

3,0 6 jaar geleden

Opmerkingen: I used Kayako A LOT on a previous position for all our customers and clients communications and to manage ticket assignment to my team (later, we switched to Intercom).
While it served its purpose at the time, for a team of about thirteen support engineers, we never feel comfortable with it. It was plagued of usability issues and it wasn't strange to hear a comply - and even some cursing - upon its lack of functionality and flexibility. In the end, we eventually moved to Intercom since it also let us integrate the helpdesk with our (at that time) brand-new mobile apps.

Pluspunten:

- Fast to load - Just enough features to handle customer support request via a ticketing system

Minpunten:

- Cumbersome and ugly UI makes difficult to find what you're looking for if you don't know where to look - Lack of flexibility to manage tickets and assign them to the team - Some features missing

Rodrigo
Rodrigo
Senior Technical Support Engineer in VS
Geverifieerde LinkedIn-gebruiker
Computersoftware
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Support system missing a CRM

5,0 6 jaar geleden

Opmerkingen: We had Zendesk before but Kayako is a really serious support ticket system
I wish the price were better

Pluspunten:

Easy to use, depending on your license is very customizable. Once the ticket is created adding notes, screenshots and files is really simple and fast

Minpunten:

API or link to CRM directly is really needed External add on works but with serious limitations. Old kayako had a voip system to do phone calls

Domenico
Domenico
Software Engineer in Italië
Geverifieerde LinkedIn-gebruiker
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Flexible and focused, built around fresh concepts and technologies.

4,0 6 jaar geleden

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

Geverifieerde reviewer
Geverifieerde LinkedIn-gebruiker
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Kayako is either very helpful or very unhelpful

3,0 7 jaar geleden

Opmerkingen: I was able to perform my job.

Pluspunten:

The interface has not changed in a very long time. For a quick open/close ticketing system it works great. It is very easy for a person to just start using it with about a 15 minute explanation.

Minpunten:

The software hasn't changed in a long time. It looks very dated. The functionality is very much lacking. There are bugs that are unresolved. Things can get very lost very easily. There are some easy features that can be added that would enhance the software a lot.

Geverifieerde reviewer
Geverifieerde LinkedIn-gebruiker
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

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

1,0 6 jaar geleden

Pluspunten:

- 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.

Minpunten:

- 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.

Hannah
Customer Service in VS
Bankwezen, 51-200 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Kayako From a Customer Service Perspective

4,0 5 jaar geleden

Pluspunten:

It it nice to be able to pull up multiple conversations/tickets within one window, as it made it easy to switch between current ongoing projects and also complete research with little confusion. Also, Kayako shows in real-time who is looking at a ticket, thus it made it easy for Customer Service as we could see if someone was already working on that ticket. One of the nice things about Kayako was the ability to see when the recipients of an email opened it or looked at it. If there were several recipients, it would break down who opened the email, when. Thus, from a documentation standpoint, if someone was claiming to have never received an email, we were able to show that they had in fact opened the email.

Minpunten:

There were few reporting tools and there was no way to set follow-up tasks. We relied on setting reminders on another system like our Google calendar. Also, Kayako was getting quite expensive, which was one of the big factors in our company switching to a different ticketing system.

Zane
Director
Computersoftware, 51-200 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer
Bron: SoftwareAdvice

Excessive Charges For Existing Customers

1,0 7 jaar geleden

Opmerkingen: 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.

Pluspunten:

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

Minpunten:

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.

Edward
Partner in VS
Computer- en netwerkbeveiliging, 2-10 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Kayako Fusion

4,0 2 jaar geleden

Pluspunten:

Email queue functionality and the user interface.

Minpunten:

It does not have much capability in reporting functionality.

Ernest
CIO in VS
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

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

5,0 7 jaar geleden

Pluspunten:

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.

Minpunten:

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

Allison
Marketing Executive in Venezuela
, 1.001-5.000 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer
Bron: SoftwareAdvice

Kayako is an advance in potential customers.

5,0 6 jaar geleden

Opmerkingen: I have been able to establish better attention with potential clients within my company, in this way, it has had a better control and thus obtain better finances. Potential customers have been satisfied when we use Kayako because we serve them at any time of the day.

Pluspunten:

The best thing about Kayako is that it has many, many ways to communicate with a potential client, and this is very important and very influential because it allows a connection with more progress and makes the client get more attention.

Minpunten:

I think you should improve a couple of things, such as prices, and customer service, the design should leave it as it is since it gives a lot of comfort and is nice, but should fix the support by 80% so that a better customer service.

Ed
Technology Support Supervisor in VS
Schoolleiding, 501-1.000 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Great product. Works well. Customer Support stinks.

4,0 6 jaar geleden

Opmerkingen: Just a very nice, easy to use helpdesk service.

Pluspunten:

Layout is nice, many great features, customize-able, good price, very easy to use, very easy to set up and implement.

Minpunten:

Customer services stinks. If anything goes technically wrong their tech support is outsourced. The workers work 9-5 so the only way to talk to them in the USA is by staying up until 2am. The tech support that you talk to during USA hours are fairly helpful with basic things but take a long time to get back to you.

Selorm
Technical Executive in Ghana
Informatietechnologie en -diensten, 11-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

It been an exciting experience and has improve customer engagement tremendously

4,0 6 jaar geleden

Opmerkingen: It really improved our engagements with our customer, prospects and visitors who visit our webpage on daily basics as well as seeking support and customer services.

Pluspunten:

It's ease of use, especially with tickets creation and handling as well as tracking tickets, color categorization for easy identification of customers and prospect based.

Minpunten:

Sending attachments to customers most at times does not really go through, sometimes it has to be sent 3 or 4 times before client confirm receipt of the file

Mario
Customer Service Team Lead in België
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Compared to other helpdesk, this tool has become outdated and is not user friendly

2,0 6 jaar geleden

Pluspunten:

The Kayako helpdesk is very helpfull Various options to customize your ticket fields Easy users permissions/role management

Minpunten:

UX is bad Ticket search options have some annoying restrictions Kayako doesn't have many options to link to other systems Reports seems at first fine but when trying to do more fancy stuff the KQL language proves to be very limited Kayako can 't be compared to other systems like the Atlassian HelpDesk tool

Graham
IT Support Specialist in Australië
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Features and functionality missing or not working

1,0 6 jaar geleden

Pluspunten:

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

Minpunten:

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.

Roy
Managed Services & Support Manager in Canada
Computersoftware, 51-200 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

After comparing helpdesk solutions, Kayko was the one for us

4,0 6 jaar geleden

Pluspunten:

The number of features you receive "out of the box" compared to similar solutions cannot be beaten. During our discovery phase, Kayako offered more features for the price point. Being able to create a custom portal for customers/end users and have the ability to interact via live chat is a plus.

Minpunten:

There is a bit of a learning curve when it comes to creating custom reports. They use a proprietary language called KQL to create reports. It's similar to SQL so atleast for those familiar with SQL reporting

Christina
Customer support in VS
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

easy to use, convenient and practical. How ever they could really work on their customer support.

4,0 6 jaar geleden

Pluspunten:

It makes it easy for clients to come in contact with us. It is also great that they can leave an offline chat and we can get back to them after the weekend or when we are back in office the following day.

Minpunten:

no cons about the software but its not cool to wait a week for a email from customer support that is less than helpful.

Kamil
Owner in Portugal
Vrije tijd, reizen en toerisme, 2-10 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Another huge CRM with milions of option

3,0 6 jaar geleden

Opmerkingen: One month of professional training with Kayako specialist and I'm sure it will be great! How have so many time for that?

Pluspunten:

I'm not sure what version of Kayako I was using, but it wasn't good experience. General I liked only how the solve the problem with lead funnel and how them easly add to your data base.

Minpunten:

General for me it was old style CRM platform, huge with millions of options. Too many buttons, option, and not useful futures. General, I liked to check mostly of main options and the possibility of every software with I'm currently using, but this is was a type like, after 3 months still you use 10 buttons and you don't know nothing about rest.

Faith
Associate Project Director in VS
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Love the features of the product.

3,0 7 jaar geleden

Pluspunten:

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.

Minpunten:

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

Timo
Timo
Support Director, EMEA in Finland
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Not very confident with the product development. Features not perfect, same bugs might reappear.

3,0 6 jaar geleden

Pluspunten:

UI: It's clear to use, lot of space for the ticket conversation. Ability to publish KB articles through web portal. Rather stable.

Minpunten:

SLA's not always working correctly. Complex administation in some things (templates, template groups etc) resulting in long learning curve for administration.