Kayako is a help desk software that works across multiple channels and is made for small businesses. We compiled Kayako reviews from our website and available reviews from around the web to determine what their customers think about the company. We also compared the most popular pricing options for small business owners.
For an in-depth comparison of three top help desk software, read our help desk software buyer’s guide.
Kayako Customer Reviews
Summary of Kayako Reviews
We scoured reviews online and found that Kayako has generally positive ratings. Here’s what we found:
What Kayako does well:
Users who gave Kayako a positive review liked that for the price, it offers a lot of features such as an integrated messenger for chat support, various customization options, ease of access, virtually zero downtime and more.
What Kayako does not do well:
Users who gave Kayako a negative review said that reporting and customer service could be better.
Most Helpful Positive User Review
A positive review from G2 Crowd said that they have been using Kayako for years and were at first skeptical of the low cost, especially since there were mostly higher priced products and services available on the market. He felt that the features of Kayako far exceeded their expectations.
Most Helpful Negative User Review
A negative review from G2 Crowd said that the search feature needs improvement as they found that the items in the knowledge base aren’t indexed very well to be able to search for specific keywords. They also said that the reporting feature needs work because the KQL language is hard to understand. They thought that if it was more like SQL, it would be easier to understand how to create custom reports.
Other Kayako Reviews From Users Around the Web
Here are a few other resources for finding helpful Kayako reviews from customers. We rated the review sites on a scale from poor to excellent based on how trustworthy and useful the reviews seemed.
|*Average rating as of date article was written: July 27, 2017|
Kayako offers six pricing options, with the four plans in the table below starting from the free option up to $40 per agent per month. The other two options start at $59 per agent per month up to $90 per agent per month at the enterprise level.
|Price (Monthly Billing)|
|Price (Annual Billing)|
|Customer Journeys / History|
As mentioned above, Kayako actually has six pricing options. But the two other plans higher than the Growth plan (Scale and Enterprise) are made more for larger scale and higher volume businesses. The biggest difference between the Enterprise plan and the other plans is the ability to customize the licensing agreement to fit the needs of a larger business. Both the Scale plan and the Enterprise plan come with Salesforce integration.
The Free plan is limited to just one customer support channel and the Kayako Messenger. There is also no option in the free plan for canned responses and custom reporting.
Collaborators are members of your company who can monitor and leave internal comments on tickets without directly responding to customers. This can help in the accuracy of customer service responses. Collaborators are not included with the Free and the Inbox plan.
All plans include the following features:
- 600+ Integrations with Zapier
- Live Chat and Email support services
- Agent Collision Prevention
- User Profiles
- Social Sign-in for Help Center
- Suggested Answers
- Two-way Email Processing
- SSL Encryption
- Two Factor Authentication