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 customer service platform that integrates multiple support channels, customer information, and team collaboration tools. It aims to provide a seamless and personalized customer 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.
Ticketing System
The platform includes a robust ticketing system where teams can create, manage, and track customer support tickets to address all customer issues promptly.
Live Chat
Kayako offers real-time live chat support, allowing businesses to engage with customers immediately and provide personal, real-time conversations. Features include customizable chat widgets, proactive chat invitations, and chat analytics.
Knowledge Base
The software includes a self-help knowledge base with articles, FAQs, and videos that empower customers to find answers to common questions independently. This reduces the workload on support agents and enhances customer self-service capabilities.
Automation and Workflows
Kayako features advanced automation and workflow tools that streamline repetitive tasks. This includes automated rules for assigning tickets, sending responses, and prioritizing requests, as well as end-to-end workflows that update ticket statuses and more.
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 in real-time. This ensures that complex issues are resolved quickly and efficiently.
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, they can check the status of their tickets and add more information, including pictures and videos.
Reporting and Analytics
Kayako provides at-a-glance dashboards for key support metrics, allowing teams to visualize their workload and performance. The platform also offers custom performance reports 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 enables seamless data sharing and process streamlining across various platforms.
Customer Journey SingleView™
Kayako’s SingleView™ feature provides a full visualization of the entire customer journey, allowing support teams to deliver proactive and personalized support without needing to ask repetitive questions.
SLA Management
The platform includes Service Level Agreement (SLA) management, enabling teams to set internal goals for ticket response and resolution times and receive automated reminders to ensure deadlines are met.
Customization and Branding
Kayako allows for extensive customization to match the branding and specific workflow requirements of businesses. This includes custom fields, custom security policies, custom roles and permissions, and advanced layout and design options for the help center.
Multi-Language and Multi-Brand Support
The software supports multiple languages and brands, making it ideal for global businesses that need to assist customers in different regions and manage support for multiple products or brands.
In summary, Kayako is a powerful customer service platform that combines advanced features like multi-channel support, live chat, automation, and robust reporting and analytics to help businesses deliver exceptional customer experiences and enhance their support operations.
