Product Overview of Kayako
Kayako is a comprehensive customer service and help desk software designed to enhance team productivity and deliver exceptional customer support. Here’s a detailed look at what Kayako does and its key features.
What Kayako Does
Kayako is a unified platform that integrates multiple customer support channels, customer information, and team collaboration tools. It aims to provide a seamless and personalized customer service experience by centralizing all customer interactions and data in one easy-to-use interface. This allows support teams to work more efficiently, resolve issues faster, and build stronger customer relationships.
Key Features and Functionality
Multi-Channel Support
Kayako enables businesses to manage customer inquiries from various channels, including email, live chat, social media, and web forms, all within a single unified dashboard. This ensures consistent and efficient support across all communication channels.
Ticketing System
The platform features a robust ticketing system that allows teams to create, manage, and track customer support tickets. This includes automated workflows, ticket merging and linking, and SLA (Service Level Agreement) management to ensure timely and effective issue resolution.
Live Chat
Kayako offers real-time live chat support, enabling immediate assistance and engagement with customers visiting your website. The live chat feature includes customizable chat widgets, proactive chat invitations, chat analytics, and agent performance reports.
Knowledge Base
The software includes a comprehensive knowledge base where businesses can build a repository of articles, FAQs, and self-help resources. This empowers customers to find answers to common questions independently, 24/7.
Automation and Workflows
Kayako features advanced automation and workflow tools that streamline repetitive tasks. This includes creating automated rules for assigning tickets, sending automated responses, and prioritizing requests. Automated workflows help in routing conversations, updating ticket statuses, and more.
Customer Self-Service
Customers can submit and track their support requests, access their support history, and update their account information through a self-service portal. Additionally, customers can check the status of their tickets and add more information, including pictures and videos.
Collaboration Tools
The platform promotes internal collaboration among support agents with features like internal notes, mentions, shared views, and the ability to engage with internal experts and external vendors. This ensures that complex issues are resolved quickly and efficiently.
Reporting and Analytics
Kayako provides at-a-glance dashboards and detailed reports to visualize team workload and performance. The platform offers custom performance reports, CSAT (Customer Satisfaction) scores, and analytics tools to help teams make data-driven decisions and improve support quality.
Integration Capabilities
The software integrates with hundreds of apps via Zapier, and it comes with out-of-the-box integrations with tools like Slack and Salesforce. This allows businesses to bring customer activities into Kayako for immediate context and streamline processes.
Customization and Branding
Kayako is highly customizable, allowing businesses to tailor the platform to match their branding and specific workflow requirements. This includes custom forms for the help center, custom security policies, and advanced layout and design options.
Customer Journey SingleView™
Kayako’s SingleView™ feature provides a full visualization of the entire customer journey, ensuring that support agents have all the necessary context to deliver proactive and personalized support without needing to ask repetitive questions.
Mobile Accessibility and Global Support
The platform is accessible via mobile apps and supports multiple languages, enabling businesses to assist customers worldwide and cater to a global customer base.
In summary, Kayako is a powerful customer service platform that offers a wide range of features to help businesses deliver exceptional support, enhance team productivity, and build strong customer relationships. Its unified approach to customer service makes it an ideal solution for businesses looking to streamline their support operations and improve customer satisfaction.