Avis clients sur Kayako

Best software for internal and external email communication

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

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

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

Avantages :

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.

Inconvénients :

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 - Feedback

Avantages :

Easy to identify what we need to use to support customer

Inconvénients :

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

Kayako - Can be better!

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

ideal choice for online communication on everything in different Platforms

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

Avantages :

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

Inconvénients :

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

Review - Kayako

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

Kayako Fusion

Avantages :

Email queue functionality and the user interface.

Inconvénients :

It does not have much capability in reporting functionality.

Kayako - It filled a need, but was replaced

Commentaires : Kayako served it's purpose for several years and did a good job overall.

Avantages :

Kayako handles general ticketing and routing reasonably well. It also provides a good self-service portal for end-users.

Inconvénients :

The complexities of building usable reports made the reporting part of the system unusable. Although the system was overall a decent system, we found that the costs and lack of support from the company were the biggest reasons we stopped working with Kayako.

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

Avantages :

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

Inconvénients :

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.

good but can do better

Avantages :

I like using Kayako because you can configure your customer support system to your own environment, and it's very easy to use. Customers can connect to the in your own environment, or directly via social networks.

Inconvénients :

there is a lot of improvement to do, like the customer service, but it is a good tool

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

Avantages :

- 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.

Inconvénients :

- 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.

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

Avantages :

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.

Inconvénients :

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.

Colleagues don't like, especially after using other programs, search is too slow or not working.

Commentaires : All letters are answered.

Avantages :

-The possibility to see who is watching the ticket at the same time - Notes - Knowledbase - fast Customer Service

Inconvénients :

- Reports have mistakes - Customer Support assistance regarding one and the same report is different. Different answers. - Very very slow while making a search and trying to find the ticket. - the search is not working and no results even if it should be. - while replying - no possibility to see notes - automatically bring back to the unassigned - No "Back" possibility while reading different pages of ticket. - Always necessary to refresh before assign, because few people assign letters quite often.

Kayako is an advance in potential customers.

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

Great product. Works well. Customer Support stinks.

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

Avantages :

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

Inconvénients :

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.

It been an exciting experience and has improve customer engagement tremendously

Commentaires : 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.

Avantages :

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.

Inconvénients :

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

Awesome platform, great service!

Avantages :

Kayako provides the flexibility we need to keep engaged and communicated both with our external and internal customers. Our support departments love the simplicity and clarity of the communication, and our clients have gained a tool through which they feel close to our team. Working with Kayako has made our life easier!

Inconvénients :

There are not many cons to our experience. Even as we believe that the tool might help us better integrate additional internal users to simplify the behind-the-scenes processes we have, we do believe that they way the tool is built now is great.

After comparing helpdesk solutions, Kayko was the one for us

Avantages :

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.

Inconvénients :

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

Easy to buy and easy to use

Avantages :

We have really liked Kayako's ability to provide context. Unlike other solutions out there, Kayako gives us a complete view of every interaction a customer or prospect has had with our business. This includes interactions with agents as well as software we have integrated on our site (for example paypal). If a payment fails we know of it before a user gets in touch. And when they do we're ready with a solution. The Customer journeys and conversations feature is fantastic. Really puts customer and prospect interaction history at my teams fingertips.

Inconvénients :

There are times my team is unavailable and during that time i feel a chatbot could really help direct users to resources. We are making do without it right now but i imagine such a feature would take things to the next level and make life easy for both our team and our customers.

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

Avantages :

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.

Inconvénients :

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

Another huge CRM with milions of option

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

Avantages :

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.

Inconvénients :

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.

Stable and easy to use software

Commentaires : Able to easily support clients with questions.

Avantages :

Super stable, secure, trouble free. Reply via email is quick and convenient. Easy to ban users and manage staff.

Inconvénients :

Some advanced settings can be hard to find. The change from perpetual to subscription based fees was not welcomed and significantly increased the cost of the software.

Love the features of the product.

Avantages :

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.

Inconvénients :

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

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

Avantages :

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

Inconvénients :

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

excellent product and support. have been using for years and highly recommend

Avantages :

I like that we are able to integrate it into our workflow using the APIs. It is easy to use and helps us manage lots of support email and phone calls.

Inconvénients :

It has got more costly over the years, with a per-user-per-month license fee and support requires a separate support fee