Über Kayako

Kayako ist die vereinheitlichte Kundenservice Plattform, die Unternehmen hilft, Kundenwünsche und Gespräche über jeden möglichen Kanal zu handhaben, Kunden besser zu unterstützen, und persönlich zu bleiben, während sie wachsen. Kayako verbindet die Punkte zwischen Support-Kanälen, Kunden-Informationen und dem Team, es vereinheitlicht E-Mails, soziale und Live-Chat-Gespräche zusammen an einem sauberen Ort.

Hilf den Kunden, sich selbst durch die Hilfe des Kayako-Features zu helfen, sodass Kunden schnell und einfach ihre eigenen Fragen beantworten können. Mithilfe der Analytics-Hilfe können Benutzer die Phrasen verfolgen, nach denen Kunden suchen, um den Inhalt zu optimieren. Marken können auch mehrere Hilfe-Center erstellen und anpassen, jeweils mit einzigartigem Inhalt und Branding.

Kayako hilft Benutzern, die Reise des Kunden zu visualisieren und alle Kundeninteraktionen zu vereinheitlichen. Die Messenger-Funktion ermöglicht es Benutzern, Kunden mit einer Live-Chat-Erfahrung, die so intuitiv ist wie die Sendung einer Nachricht an ihre Freunde. Marken können Kunden auch unterwegs, mit Live-Chat auf ihrer mobilen Website oder in benutzerdefinierte Anwendungen eingebettet, helfen. Benutzer können Kundentätigkeiten von über 650 Apps für sofortigen Kontext einbringen.

Preisoptionen ab:

15,00 $/Monat

  • Gratis Testen
  • Kostenlose Version
  • Abonnement

Geräte

Unternehmensgröße

K M G

Märkte

Australien, Kanada, China, Deutschland, Vereinigtes Königreich und 3 weitere , Indien, Japan, Vereinigte Staaten

Unterstützte Sprachen

Deutsch, Englisch, Französisch, Italienisch, Niederländisch, Portugiesisch, Spanisch

Preisoptionen ab:

15,00 $/Monat

  • Gratis Testen
  • Kostenlose Version
  • Abonnement

Bilder

Keep on top of multi-channel conversations
Unified cases: see each customer's information in the context of the conversation to get more personal.
No more manual effort: measure and streamline processes to find out where to improve, and build workflows
Teams and customers can pick up the conversation via the website and across channels, real-time or not
Bring it all together: understand the customer’s context and see their CRM, event and support history in Kayako. No more switching apps and less back-and-forth.
Continue the conversation: Kayako creates a single view of each conversation even as a customer moves between channels, so no one needs to repeat themselves
Build a rich and engaging knowledge base that customers will use
Customer service isn't just a desk job: Kayako offers native mobile apps to help stay in touch with customers and the helpdesk from anywhere
9 weitere anzeigen
Kayako Screenshot: Keep on top of multi-channel conversations Kayako Screenshot: Unified cases: see each customer's information in the context of the conversation to get more personal. Kayako Screenshot: No more manual effort: measure and streamline processes to find out where to improve, and build workflows Kayako Screenshot: Teams and customers can pick up the conversation via the website and across channels, real-time or not Kayako Screenshot: Bring it all together: understand the customer’s context and see their CRM, event and support history in Kayako. No more switching apps and less back-and-forth. Kayako Screenshot: Continue the conversation: Kayako creates a single view of each conversation even as a customer moves between channels, so no one needs to repeat themselves Kayako Screenshot: Build a rich and engaging knowledge base that customers will use Kayako Screenshot: Customer service isn't just a desk job: Kayako offers native mobile apps to help stay in touch with customers and the helpdesk from anywhere

Funktionen

Gesamtzahl der Funktionen von Kayako: 90

  • API
  • Aktivitäts-Verfolgung
  • Alarmfunktion / Benachrichtigungen
  • Anpassbare Berichte
  • Anpassbare Felder
  • Anpassbare Formulare
  • Anwendungsmanagement
  • Automatische Antworten
  • Automatische Lead-Verteilung
  • Automatisiertes Routing
  • Berichterstattung und Statistik
  • CRM
  • Call-Center-Management
  • Chat/Messaging
  • Content-Management
  • Dashboard
  • Drittanbieter-Integration
  • E-Commerce-Management
  • E-Mail-Management
  • E-Mail-Vorlagen
  • Echtzeit-Chat
  • Echtzeit-Chat für Kunden
  • Echtzeit-Daten
  • Echtzeitüberwachung
  • Einmalige Anmeldung
  • Ereignisgesteuerte Aktionen
  • Erinnerungen
  • Etikettierung
  • Feedback-Management
  • Hilfe Desk-Management
  • Integration des aktiven Verzeichnisses (AD, Active Directory)
  • Kanalmanagement
  • Kapazitätsmanagement
  • Kommunikationsmanagement
  • Konfigurationsmanagement
  • Konfigurierbarer Workflow
  • Kundendatenbank
  • Kundenspezifisches Branding
  • Lead-Distribution
  • Leistungskennzahlen
  • Live-Chat
  • Management von Dienstgütevereinbarungen (SLA)
  • Mehrere Benutzerkonten
  • Mehrere Länder
  • Mehrere Standorte
  • Mehrfache Format-Unterstützung
  • Mehrsprachig
  • Mischkonzern
  • Mobiler Zugriff
  • Multi-Channel-Kommunikation
  • Multichannel-Management
  • Netzwerküberwachung
  • Offline-Formular
  • Problem-Management
  • Problemmanagement
  • Produktivitätsanalyse
  • Projektmanagement
  • Regelbasierter Workflow
  • Release-Management
  • Rich-Text-Bearbeiter
  • Rollen-basierte Genehmigung
  • Self-Service Portal
  • Service-Katalog
  • Social-Media-Integration
  • Statusverfolgung
  • Störfallmanagement
  • Suchen / filtern
  • Supportticket-Management
  • Terminverwaltung
  • Ticket-Management
  • Umfragen & Feedback
  • Verfolgen von Vermögensanlagen
  • Verfolgung von Interaktionen
  • Verfügbarkeit-Management
  • Vertrags-/Lizenz-Management
  • Veränderungsmanagement
  • Virtueller Assistent
  • WYSIWYG-Editor
  • Warnungen / Eskalation
  • Warteschlangenmanagement
  • Web-Formulare
  • Webseitenintegration
  • Werkzeuge zur Zusammenarbeit
  • Wiederkehrende Probleme
  • Wissensbasis-Management
  • Workflow-Management
  • Zugriffskontrollen/Berechtigungen
  • Zwei-Faktor-Authentifizierung
  • Überprüfung von Vorfällen
  • Überwachung

Alternativen

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4,3
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TeamSupport

4,5
Alternative Nr. 2 zu Kayako
TeamSupport ist eine für Business-to-Business-Kundenbetreuung entwickelte Helpdesk-Software. Vollständige Sichtbarkeit...

LiveAgent

4,7
Alternative Nr. 3 zu Kayako
LiveAgent ist eine webbasierte Helpdesk-Lösung, die die Verwaltung von Support-Tickets aus mehreren Kanälen,...

Salesforce Service Cloud

4,4
Alternative Nr. 4 zu Kayako
Treffe dich mit deinen Kunden, wann und wo sie sind. Stelle Service über jeden Kanal und über jedes Gerät bereit....

Nutzerbewertungen

Gesamtbewertung

4 /5
(158)
Preis-Leistungs-Verhältnis
3,8/5
Funktionen
3,8/5
Bedienkomfort
3,9/5
Kundenbetreuung
3,8/5

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5 von 158 Bewertungen angezeigt
Anita S.
Gesamtbewertung
  • Branche: Computer-Software
  • Untern. Größe: 51-200 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Bedienkomfort
  • Weiterempfehlungsquote 10.0 /10

Best software for internal and external email communication

Bewertet am 7.12.2018

I love using kayako as it has been the best communication platform which not only allows me to...

I love using kayako as it has been the best communication platform which not only allows me to communicate but also provides me reports on any urgent email that I need to act on immediately which saves me from delayed tasks and replies.
Since we switched from outlook to kayako software for inter-team and client communication, kayako has provided the best communication platform which allowed us to to have an organized, easy to refer to and not only use but also can view any sent/received email from any location via any device.

Vorteile

Kayako has been the best communication platform for professional communication that I have used so far. Kayako is recommended for both inter-team and external - client communication. The best feature of kayako is that it allows you to organize your emails into folder based on departments, status and the nature of the email content.
Also using other type of email platforms has been a worry at times and time consuming when trying to find all the back and forth communication happened on one email thread by multiple people, but kayako provides the best solution by capturing all the communication happened on one subject/email which is sent and received by one or many, in the same email thread which we call a "Ticket"

Interface of kayako can be designed and created as per the user's requirement and preference.
Also referring to an email has been very convenient as each ticket carries its own unique Ticket ID.

It also provides reports on emails based on its nature. ex: overdue, received within 24hrs and etc based on rules we set which allows to the user to be more organized, effective and proactive.

Nachteile

Understanding and using the software is essential as it doesn't function like other email platforms but has its own organized interface. Inter team communication The software is mainly build for professional communication however I wish it could have few other options like adding colors, tables and etc but apart from that no other cons to mention.

Verifizierter Rezensent
Gesamtbewertung
  • Branche: Informationstechnologie & -dienste
  • Untern. Größe: Selbstständig
  • Täglich für Mehr als 1 Jahr genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 7.0 /10

Expensive for small companies, and sometimes buggy, but a great customer experience

Bewertet am 10.2.2021

Generally great experience for the end user, but could use some occasional polish.

Generally great experience for the end user, but could use some occasional polish.

Vorteile

Really easy and streamlined customer experience. The support for a JWT-based sign in for customers into the help centre means that people have a single account to sign in to everything, rather than creating separate accounts like you'd have to do with Zendesk or similar, and it just makes life a whole lot easier overall. The widget is nicely-designed, neat and unobtrusive.

Nachteile

For a single agent, the plans are quite expensive, especially if you want functionality like customer SSO. I also find the notifications it provides are very iffy, sometimes not being delivered - and for some infuriating reason, there's no option to deliver emails for replies only when you're not already online!

Amani I.
Gesamtbewertung
  • Branche: Computer-Software
  • Untern. Größe: 51-200 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Bedienkomfort
  • Weiterempfehlungsquote 6.0 /10

Kayako - Can be better!

Bewertet am 25.10.2018

I have been using Kayako for more than five years. This has been the software we use for all...

I have been using Kayako for more than five years. This has been the software we use for all internal and client communication. As mentioned earlier it is a simple tool which takes only a few times to practice, thereafter you get the hang of it. However after using other email softwares, Kayako's limitations regarding formatting, inserting images and capturing the entire thread has always been a hassle for me. Additionally we are only given admin rights to our own teams. If a ticket generated by me is moved to an internal team I do not have access for, I cannot view the updates on the ticket.

Vorteile

Kayako helps me organize my tickets into as many folders I want, thus making me work on those tickets conveniently and effectively. If I am an admin or have admin access to my staff folders I can also access all of their folders to get an update on tickets. It's easy to learn and use. I love the reports feature on Kayako. We can create as many reports we want and automate them. The follow ups feature is also great to keep track of pending tasks and serves as good reminder.

Nachteile

There are a few issues I encountered as I worked on Kayako. Kayako doesn't allow us format the font or content, so underlining, italicizing etc is not possible in an email. We cannot include images, charts or graphs in the body of the email. When you hit reply on a ticket, the original email thread is not included. So if you need to know the previous conversation, we need to copy and paste the email.

Christian M.
Gesamtbewertung
  • Branche: Computer-Software
  • Untern. Größe: 11-50 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung
  • Weiterempfehlungsquote 10.0 /10

Kayako Classic (On-Premise) is a solution that covers all areas of support and more.

Bewertet am 22.6.2018

Customer Service Improvements resulting in winning a German Golden Stevie Award 2018.

Customer Service Improvements resulting in winning a German Golden Stevie Award 2018.

Vorteile

It covers many areas of daily conversation handling activities: Ticket, Incident, Problem, and Complaint handling situations. If the basics do not suffice, custom fields and tracking options help iron out missing pieces. It contains a Knowledgebase that allows you to record Articles and information. Survey system (very handy for Event-Driven Surveys); Reporting options and quick access to tickets. One of the KEY FEATURES is that the tool is FAST and keeps a focus on the work area for staff, rather cluttering everything with detail fields. Finally, the web-interface is fully customizable and very useful in granting options to access the conversation handling tool. Did I mention Kayako Services being great in helping to resolve questions and issues when contacted? They do this very well!

Nachteile

It lacks a few items that I wish would be included (software is always under constant development, and Kayako customer service is very responsive and friendly): proper comprehensive auditing when tickets are handled (like automatically submitted communications recorded with date and time); Complaint Handling structures based on tickets; improved linkages between tickets (though possible it is not done in a single click); KBA link to tickets; Reporting is nice though it lacks options to customize charts, colors and the way detail can be presented (formatting through configuration rather customization). Another drawback in a recent release is that a lot of browser cell padding has been introduced causing the display of elements unnecessarily spread out across a regular HD monitor. Luckily this can be customized using CSS injection or system-wide CSS manipulation.

Christopher B.
Gesamtbewertung
  • Branche: Computer-Software
  • Untern. Größe: 51-200 Mitarbeiter
  • Täglich für Mehr als 2 Jahre genutzt
  • Quelle der Bewertung

Gesamtbewertung

  • Preis-Leistungs-Verhältnis
  • Bedienkomfort
  • Kundenbetreuung

Support makes the difference when comparing this to other competitors

Bewertet am 18.6.2018

Kayako helps keep all of our customer communication centralized into a single support suite. It...

Kayako helps keep all of our customer communication centralized into a single support suite. It allows our customers to engage more frequently with self-serve help (knowledgebase), chat, and email. Kayako makes it easier for our staff to troubleshoot and resolve any issues.

Vorteile

The new interface is very modern and much more exciting than the other interface. It is much faster and friendlier to use. The support is available for questions and bugs, whereas some competitors do not offer support of implementation. The price of the software is a little steep when comparing it to competitors that offer more, but being a Kayako customer for 10+ years on a perpetual license granted us a pretty steep discount that made the pricing make more sense for us.

Nachteile

I wish they had more features such as ability to get more customer feedback which would help our product development. There are other software similar to Kayako that have a feedback component that allow users to voice their "opinions" and then other users can vote on that. I would like to see this in Kayako and have been asking for about 10 years now.

5 von 158 Bewertungen angezeigt Alle Bewertungen

Kayako Häufig gestellte Fragen

Weiter unter folgen häufig gestellte Fragen über Kayako.

Kayako bietet folgende Kostenpläne an:

  • Beginnt ab: 15,00 $/Monat
  • Preismodell: Kostenlos, Abonnement
  • Gratis Testen: Verfügbar

Wir haben keine Informationen über die Funktionen von Kayako

Kayako hat die folgenden typischen Kunden:

Selbstständig, 2-10, 11-50, 51-200, 201-500, 501-1.000, 1.001+

Kayako unterstützt die folgenden Sprachen:

Deutsch, Englisch, Französisch, Italienisch, Niederländisch, Portugiesisch, Spanisch

Kayako unterstützt die folgenden Geräte:

Android (mobil), iPhone (mobil), iPad (mobil)

Kayako kann in folgende Anwendungen integriert werden:

123FormBuilder, ActiveCampaign, Alchemer, Basecamp, Bigcommerce, CA Flowdock, Campaign Monitor, Chargebee, Chargify, Constant Contact, Dropbox Business, Drupal, Eventbrite, Facebook, FreshBooks, Geckoboard, GetResponse, GitHub, Gmail, Google Analytics, Google Calendar, Google Docs, Google Drive, Google Workspace, HipChat, HootSuite, HubSpot CRM, Hubstaff, InsightSquared, Intercom, Jira, Joomla, Keap, LinkedIn for Business, Magento Commerce, Mailchimp, Marketo Engage, Microsoft Outlook, Nicereply, Nimble, PagerDuty, Pardot, PayPal, Pipedrive, Pivotal Tracker, Podio, QuickBooks Online Advanced, Quickbooks Online, Recurly, Salesforce Sales Cloud, SalesforceIQ, Shopify, Slack, Stripe, SugarCRM, SurveyMonkey, Teamwork, Trello, Twitter, Typeform, WooCommerce, WordPress, Wufoo, Xero, Yammer, Zapier, Zoho CRM, Zuora

Kayako bietet folgende Optionen für Kundensupport:

E-Mail/Helpdesk, FAQ/Forum, Wissensdatenbank, Telefon-Support, 24/7 Live-Support, Chat

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