15 ans à aider les entreprises françaises
à choisir le meilleur logiciel

Description de Kayako

Avec Kayako, les entreprises focalisées sur les clients peuvent améliorer les expériences de service client sans effort.

Le service client est en pleine évolution. Aujourd'hui, vos clients s'attendent à être reconnus et compris en tant qu'individus, et non en tant que cas d'assistance. Contrairement aux services d'assistance traditionnels, Kayako relie les points entre vos canaux d'assistance, les informations de vos clients et votre équipe.

Kayako est utilisé par plus de 130 000 professionnels du support client dans des entreprises du monde entier, notamment Peugeot, la NASA et Fedex.

Qui utilise Kayako ?

Des organisations de tous types et de toutes tailles, de la micro-entreprise à la grande entreprise, font confiance à Kayako pour développer leur service client.

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Kayako

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Les jauges horizontales vertes représentent le logiciel le plus apprécié selon la note globale qui lui a été attribuée ainsi que le nombre d'avis.

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Avis sur Kayako

Note moyenne

Note globale
4,0
Facilité d'utilisation
3,9
Service client
3,8
Fonctionnalités
3,8
Rapport qualité-prix
3,8

Avis classés par taille de l'entreprise (nombre d'employés)

  • <50
  • 51-200
  • 201-1 000
  • >1 001

Trouver les avis classés par note

5
37%
4
39%
3
15%
2
3%
1
6%
Christian
Christian
Director Technical Support (Allemagne)
Utilisateur LinkedIn vérifié
Logiciels, 11–50 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

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

5,0 il y a 6 ans

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

Avantages :

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!

Inconvénients :

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.

Utilisateur vérifié
Utilisateur LinkedIn vérifié
Services et technologies de l'information, Auto-entrepreneur
Temps d'utilisation du logiciel : plus d'un an
Source de l'avis

Alternatives envisagées précédemment :

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

4,0 il y a 3 ans

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!

Amani
Amani
Marketing Manager (Sri Lanka)
Utilisateur LinkedIn vérifié
Logiciels, 51–200 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Kayako - Can be better!

3,0 il y a 5 ans

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.

Simran
Partner Relations Manager (Espagne)
Internet, 51–200 employés
Temps d'utilisation du logiciel : 6 à 12 mois
Source de l'avis

Good product for smaller teams

4,0 il y a 3 mois

Avantages :

I found Kayako to be an easy-to-use product. The user interface is intuitive, making it straightforward to manage customer inquiries. Overall, a positive experience

Inconvénients :

While my experience with Kayako has been generally positive, I must note that I did not extensively explore its analytical features (if any). As such, I'm unable to provide specific feedback on that aspect. However, incorporating robust analytical tools could potentially enhance the platform's overall utility and offer users valuable insights. It might be worth considering as a future addition to further elevate the user experience

Anita
Anita
Coach (Sri Lanka)
Utilisateur LinkedIn vérifié
Logiciels, 51–200 employés
Temps d'utilisation du logiciel : plus de deux ans
Source de l'avis

Best software for internal and external email communication

5,0 il y a 5 ans

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.