Kayako is a comprehensive customer service and help desk software designed to enhance team productivity and deliver personalized, efficient customer support. Here’s an overview of 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 experience by centralizing all customer interactions and data in one place.
Key Features and Functionality
Multi-Channel Support
Kayako allows 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 you can create, manage, and track customer support tickets efficiently. Features like smart routing prevent multiple agents from responding to the same ticket, and SLA notifications ensure timely responses and resolutions.
Live Chat
Kayako offers real-time live chat support, enabling immediate assistance and engagement with customers. The live chat feature includes proactive chat invitations, customizable chat widgets, and chat analytics to improve the support experience.
Knowledge Base and Self-Service
The software includes a comprehensive knowledge base with articles, FAQs, and self-help resources. This allows customers to find answers to common questions independently, 24/7. Customers can also submit and track their support requests through a self-service portal.
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. Automated workflows also help in updating ticket statuses and answering common queries with one-click replies.
Collaboration Tools
The platform promotes internal collaboration among support agents with features like internal notes, mentions, and shared views. Agents can instantly engage with internal experts and external vendors to resolve complex issues quickly.
Customer Journey SingleView™
Kayako’s SingleView™ provides a full visualization of the entire customer journey, including site visits, purchases, shipping history, previous customer service inquiries, and more. This centralized view helps agents deliver proactive and personalized support without needing additional context.
Reporting and Analytics
The software offers robust reporting and analytics tools that provide insights into support team performance, customer satisfaction, and ticket trends. Custom performance reports and at-a-glance dashboards help teams make data-driven decisions.
Integration Capabilities
Kayako integrates with a wide range of tools and platforms, including CRM systems like Salesforce, email marketing tools, and e-commerce platforms. It also offers over 700 Zapier integrations to streamline processes and data sharing.
Customization and Branding
The platform is highly customizable, allowing businesses to tailor it to their branding and specific workflow requirements. This includes custom forms for the help center, custom security policies, and advanced layout and design options.
Customer Satisfaction Surveys
Kayako includes a post-interaction survey system to gather customer feedback and gauge customer satisfaction. This helps teams identify areas for improvement and enhance the overall support quality.
Mobile Accessibility and Multi-Language Support
The software is accessible via modern browsers and has mobile apps for both Android and iOS. It also supports multiple languages, enabling businesses to assist customers worldwide.
In summary, Kayako is a powerful customer service platform that combines advanced features like multi-channel support, live chat, automation, and robust analytics to help businesses deliver exceptional customer experiences efficiently and effectively.