Websites using Kayako

Okay, let s break down Kayako, covering its overview, revenue (though precise figures are hard to come by), alternatives, pricing, and customer care.

What is Kayako?

Kayako is a cloud-based help desk and customer service software solution. It s designed to help businesses manage customer inquiries, provide support across various channels, and improve overall customer satisfaction. It emphasizes a unified view of the customer and aims to streamline workflows for support agents.

Key Features of Kayako:

• Multi-Channel Support: Handles customer interactions via email, live chat, social media (Facebook, Twitter), and a self-service help center.
• Shared Inbox: A central location for all incoming customer requests, ensuring no query is missed.
• Live Chat: Real-time communication with customers for immediate assistance.
• Help Center/Knowledge Base: Allows businesses to create articles, FAQs, and guides to empower customers to find solutions on their own.
• Automation: Rules and triggers to automate repetitive tasks, such as ticket assignment and response generation.
• Reporting and Analytics: Provides insights into support performance, customer satisfaction, and areas for improvement.
• Collaboration: Features for agents to collaborate on tickets, leave internal notes, and escalate issues as needed.
• Customer Segmentation: Allows you to group customers based on various criteria for targeted support.

Revenue:

Kayako is now part of the DevRev company. DevRev does not publicly disclose separate revenue figures for Kayako, since it is just a part of their product offerings. It s difficult to find reliable, up-to-date revenue figures.

Alternatives to Kayako:

The help desk software market is competitive. Here are some popular alternatives to Kayako, categorized by scale and focus:

• Larger, More Comprehensive Platforms:
  • Zendesk: A very popular and feature-rich platform, suitable for businesses of all sizes. Offers extensive customization and integrations.
  • Salesforce Service Cloud: Part of the Salesforce ecosystem, ideal for companies already using Salesforce CRM. Offers strong integration and enterprise-level features.
  • Freshdesk: A well-regarded platform known for its user-friendliness and affordability. Suitable for small to medium-sized businesses.
  • HubSpot Service Hub: Integrated with the HubSpot CRM, ideal for businesses using the HubSpot platform.
• Mid-Sized & Growing Businesses
  • Help Scout: A user-friendly platform with a focus on email support and knowledge base creation.
  • Zoho Desk: Part of the Zoho suite of business applications. Offers a good balance of features and affordability.
  • LiveAgent: A multi-channel help desk solution with a strong focus on live chat.
• Simpler, More Affordable Options:
  • Intercom: More focused on customer messaging and engagement, but can be used for support.
  • **Helpwise: ** Shared inbox platform.

Factors to consider when choosing an alternative:

• Budget: Pricing varies significantly between platforms.
• Company Size: Some platforms are better suited for larger enterprises, while others are ideal for smaller businesses.
• Features: Consider the specific features you need, such as live chat, knowledge base, automation, and reporting.
• Integrations: Ensure the platform integrates with your existing tools, such as your CRM, email marketing platform, and e-commerce platform.
• Ease of Use: Choose a platform that is easy for your agents to learn and use.
• Scalability: Select a platform that can grow with your business.

Pricing:

Kayako offers several pricing plans, usually based on the number of agents and the features included. This information is current as of late 2024, but always check the Kayako website for the most up-to-date details:

• Growth: Designed for small teams with essential features.
• Scale: Expanded tools for growing businesses.
• Enterprise: Aimed at large organizations that need advanced functionality and dedicated support.

Key considerations about Kayako s pricing:

• Per-Agent Pricing: Most help desk software, including Kayako, charges on a per-agent, per-month basis.
• Free Trial: Kayako typically offers a free trial period.
• Annual vs. Monthly: Annual subscriptions often come with a discount compared to monthly billing.
• Feature Tiers: Higher-priced plans unlock more advanced features.

Customer Care Details:

Kayako provides customer support through several channels:

• Help Center/Knowledge Base: A comprehensive online resource with articles, FAQs, and troubleshooting guides. This is often the first place to look for answers.
• Email Support: You can typically submit support requests via email.
• Live Chat: Depending on your pricing plan, you may have access to live chat support.
• Phone Support: Phone support may be available for higher-tier plans.
• Community Forum: A place to connect with other Kayako users, share best practices, and ask questions.
• Dedicated Account Manager: Enterprise-level customers may receive a dedicated account manager for personalized support.

How to Find Kayako s Customer Care:

1. Visit the Kayako Website: The primary point of contact for support information is the official Kayako website.
2. Look for a Help or Support Link: Navigate to the support section of the website, usually found in the header or footer.
3. Search the Knowledge Base: Use the search function to find answers to your specific questions.
4. Contact Support Directly: If you can t find the information you need, look for contact information to reach out to the support team via email, chat, or phone.

In Summary:

Kayako is a viable help desk solution, but you should carefully evaluate it against alternatives based on your specific needs, budget, and technical requirements. Pay close attention to the pricing structure and the level of customer support offered by each plan. Always check the Kayako website for the most current information.