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Customizable
Allows for extensive customization to fit specific business needs
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Omnichannel Support
Provides support across multiple channels including email, chat, and social media
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Automation
Offers automation features to streamline support processes
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Pricing
Pricing may be too high for small businesses or startups
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Limited Integrations
Integrations with other software may be limited
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Complexity
May be too complex for some users, requiring extensive training
- Potential for expanding features to include more integrations and automation options
- Opportunity to target small businesses with more affordable pricing options
- Opportunity to improve user experience and simplify the platform
- Competition from other SaaS providers offering similar features
- Potential for decreased demand during economic downturns
- Potential for security breaches and loss of customer trust
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Review Distribution
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👍
High - rated users
Kayako covers many areas of daily conversation handling activities, has custom fields and tracking options, a Knowledgebase, survey system, reporting options, and a fast and customizable web-interface. Kayako Services is also great in helping to resolve questions and issues when contacted.Kayako lacks proper comprehensive auditing when tickets are handled, Complaint Handling structures based on tickets, improved linkages between tickets, KBA link to tickets, and options to customize charts, colors, and the way detail can be presented in reporting. A recent release caused a lot of browser cell padding, but this can be customized using CSS injection or system-wide CSS manipulation.
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🤔
Average - rated users
Kayako brings most, if not all functionality needed and provides an on-premise version of the product. Support has reasonable reaction times.Kayako feels out-dated, still not fully compatible with any php 7.x release, and relies on out-dated php 5.x versions. Many issues like HTML-Mailparsing have not been fixed completely in years. Emails are not parsed correctly through Kayako, and the forum is full of long threads and requests about this topic. Resources were spent on creating a new webinterface instead of fixing basic functionality. Customers should be involved in creating the roadmap for the product or at least help prioritizing issues.
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Kayako Plan
