What does the company do well? Best tool Kayako has earned is the experience working with clients, they have learned how to communicate with them through a personalized web view, each time a client has an issue or maybe a complain, they can find where and how report it. Now our company have happier clients, and us a very orderder way to follow what they want from us. Kayako never stop improving their own product, to make it one of the best in the market.
What does the company not do well? It's hard to imagine something they are not doing well, in my opinion there are things they has not done yet. As everybody knows it's almost impossible have 100% of positive reviews.
What about the company do you wish you had known before purchasing? Personalization and features improving, I've worked with Kayako as a hosted solution, where they have a lot of limitations that could make our cases easier to work with. I would like to know this specific limitation before start using it.