Kayako

Kayako

door Kayako

Wie gebruikt Kayako?

Organisaties van alle soorten en maten – van microbedrijf tot onderneming – vertrouwen op Kayako om hun klantenservice te ondersteunen.

Wat is Kayako?

Met Kayako kunnen klantgerichte bedrijven moeiteloos een goede klantenservice bieden.

Klantenservice is aan het veranderen. Tegenwoordig verwacht je klant dat hij of zij wordt herkend en begrepen als een individu, niet als een ticket. In tegenstelling tot traditionele helpdesks verbindt Kayako de punten tussen je ondersteuningskanalen, de informatie van je klant en je team.

Kayako wordt gebruikt door meer dan 130.000 klantenondersteuningsprofessionals in bedrijven over de hele wereld, waaronder Peugeot, NASA en Fedex.

Kayako - Details

Kayako

http://www.kayako.com/

Opgericht in 2001

Kayako - Prijsoverzicht

Kayako vanaf US$ 15,00/maand. Kayako heeft een gratis versie en biedt een gratis proefperiode. Hieronder vindt u extra prijsinformatie voor Kayako.

Beginprijs

US$ 15,00/maand

Gratis versie

Ja

Gratis proef

Ja

Implementatie

Cloud, SaaS, Web

Training

Live online

Webinars

Documentatie

Ondersteuning

24/7 (contact met medewerker)

Kantooruren

Online

Functies van Kayako

Helpdesk software
Aanpasbare branding
Beheer van IT-assets
Beheer van Service Level Agreements (SLA's)
Communicatie via meerdere kanalen
Documenten opslaan
E-mailintegratie
Geautomatiseerde routing
Interactie bijhouden
Kennisbankbeheer
Netwerkcontrole
Realtime chatten
Ticketbeheer
Waarschuwingen / Escalatie
Zelfserviceportal
Auditing van problemen
Dashboard
Escalatiebeheer
Kennisbankbeheer
Opdrachtenbeheer
Projectbeheer
Taakbeheer
Terugkerende problemen
Uitgifteplanning
Afsprakenbeheer
Callcenterbeheer
E-mailbeheer
Enquêtes en feedback
Integratie van sociale media
Kennisbank
Live chatten
Prestatiemeetwaarden
Virtuele assistent
Waarschuwingen / Escalatie
Wachtrijbeheer
Workflowbeheer
Zelfserviceportal
Aanpasbare branding
Geotargeting
Gestandaardiseerde antwoorden
Integratie van derden
Offline formulier
Overdrachten en routering
Proactief chatten
Scherm delen
Websitebezoekers bijhouden

Reviews van Kayako

5 van 154 reviews worden weergegeven

In totaal
4/5
Gebruiksgemak
3.9/5
Klantenservice
3.9/5
Functies
3.9/5
Waar voor je geld
3.9/5
Christian M.
Director Technical Support
Computersoftware, 13-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
  • Totaalscore
    5/5
  • Gebruiksgemak
    5/5
  • Functies en functionaliteit
    4/5
  • Klantenondersteuning
    4/5
  • Waar voor je geld
    4/5
  • Waarschijnlijkheid van aanbeveling
    10/10
  • Bron van de reviewer 
  • Beoordeeld op 22-6-2018

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

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

Pluspunten: 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!

Minpunten: 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.

  • Bron van de reviewer 
  • Beoordeeld op 22-6-2018
Anita S.
Coach
Computersoftware, 51-200 werknemers
Heeft de software gebruikt voor: 2+ jaar
  • Totaalscore
    5/5
  • Gebruiksgemak
    5/5
  • Functies en functionaliteit
    5/5
  • Klantenondersteuning
    Zonder beoordeling
  • Waar voor je geld
    Zonder beoordeling
  • Waarschijnlijkheid van aanbeveling
    10/10
  • Bron van de reviewer 
  • Beoordeeld op 7-12-2018

"Best software for internal and external email communication"

Opmerkingen: I love using kayako as it has been the best communication platform which not only allows me to communicate but also provides me reports on any urgent email that I need to act on immediately which saves me from delayed tasks and replies.
Since we switched from outlook to kayako software for inter-team and client communication, kayako has provided the best communication platform which allowed us to to have an organized, easy to refer to and not only use but also can view any sent/received email from any location via any device.

Pluspunten: Kayako has been the best communication platform for professional communication that I have used so far. Kayako is recommended for both inter-team and external - client communication. The best feature of kayako is that it allows you to organize your emails into folder based on departments, status and the nature of the email content.
Also using other type of email platforms has been a worry at times and time consuming when trying to find all the back and forth communication happened on one email thread by multiple people, but kayako provides the best solution by capturing all the communication happened on one subject/email which is sent and received by one or many, in the same email thread which we call a "Ticket"
Interface of kayako can be designed and created as per the user's requirement and preference.
Also referring to an email has been very convenient as each ticket carries its own unique Ticket ID.
It also provides reports on emails based on its nature. ex: overdue, received within 24hrs and etc based on rules we set which allows to the user to be more organized, effective and proactive.

Minpunten: Understanding and using the software is essential as it doesn't function like other email platforms but has its own organized interface. Inter team communication The software is mainly build for professional communication however I wish it could have few other options like adding colors, tables and etc but apart from that no other cons to mention.

  • Bron van de reviewer 
  • Beoordeeld op 7-12-2018
Hannah M.
Customer Service
Bankwezen, 51-200 werknemers
Heeft de software gebruikt voor: 6-12 maanden
  • Totaalscore
    4/5
  • Gebruiksgemak
    4/5
  • Functies en functionaliteit
    4/5
  • Klantenondersteuning
    3/5
  • Waar voor je geld
    4/5
  • Waarschijnlijkheid van aanbeveling
    7/10
  • Bron van de reviewer 
  • Beoordeeld op 15-10-2019

"Kayako From a Customer Service Perspective"

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.

  • Bron van de reviewer 
  • Beoordeeld op 15-10-2019
Amani I.
Marketing Manager
Computersoftware, 51-200 werknemers
Heeft de software gebruikt voor: 2+ jaar
  • Totaalscore
    3/5
  • Gebruiksgemak
    3/5
  • Functies en functionaliteit
    3/5
  • Klantenondersteuning
    Zonder beoordeling
  • Waar voor je geld
    Zonder beoordeling
  • Waarschijnlijkheid van aanbeveling
    6/10
  • Bron van de reviewer 
  • Beoordeeld op 25-10-2018

"Kayako - Can be better!"

Opmerkingen: 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.

Pluspunten: 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.

Minpunten: 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.

  • Bron van de reviewer 
  • Beoordeeld op 25-10-2018
Jon S.
Vice President of Information Technology
Plastics en kunststoffen, 201-500 werknemers
Heeft de software gebruikt voor: 2+ jaar
  • Totaalscore
    4/5
  • Gebruiksgemak
    3/5
  • Functies en functionaliteit
    3/5
  • Klantenondersteuning
    2/5
  • Waar voor je geld
    5/5
  • Waarschijnlijkheid van aanbeveling
    6/10
  • Bron van de reviewer 
  • Beoordeeld op 4-10-2018

"Kayako worked for us"

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

Pluspunten: 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.

Minpunten: 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

  • Bron van de reviewer 
  • Beoordeeld op 4-10-2018