Kayako Reviews

Flexible and Affordable Pricing: Plans start at $15 per agent per month, offering good value with access to over 600 integrations (Zapier, email, chat, social media), basic Help Center, assignment rules, and analytics.

Scalability: Suitable for small businesses up to large enterprises. Offers multiple plans (Inbox, Growth, Scale) allowing feature expansion as business grows.

Unified Customer Support: Enables managing customer inquiries from multiple channels in one platform for consistent support delivery.

Efficient Ticketing System: Easy ticket management with organization by departments and status; supports SLA management and visibility.

Customization & Automation: Allows branding customization and workflow automation to streamline support processes and route requests efficiently.

Insightful Analytics & Reporting: Provides custom reporting tools and AI-powered insights for data-driven decisions to improve support quality.

Knowledge Sharing & Collaboration: Facilitates internal knowledge sharing among teams ensuring access to critical information.

Global Support & Multilingual Capabilities: Supports businesses assisting customers worldwide by breaking language barriers.

Efficiency: Enhances customer support efficiency by automating tasks and streamlining workflows.

Cost Savings: Reduces costs associated with infrastructure maintenance and support operations.

Improved Customer Experience: Offers frictionless support through multiple channels, ensuring responsive and human interactions.

Flexibility: Supports both cloud and on-premise deployments, catering to different business needs.

Price Increases & Contract Issues: Users report significant price hikes (up to 200%) without prior notification before renewal dates; concerns about contract lock-ins and manipulation of contract terms have been raised.

Limited Customization in Lower Tiers: Some advanced features are only available in higher-priced plans which may limit smaller users' capabilities.

Performance Issues Reported: Occasional slow loading times for tickets or login difficulties have been noted by users affecting productivity at times.

Error Handling Quirks: Some errors like unrecorded responses or missed SLAs occur sporadically despite not always impacting functionality severely.

Reporting Limitations & Macro Configuration Needs Improvement: Users desire more comprehensive reporting options and better configurability of macros within the system.