Sobre Kayako

Kayako es la plataforma unificada de atención al cliente que ayuda a las empresas a gestionar las solicitudes y conversaciones de los clientes en cualquier canal, brindar asistencia a los clientes y mantener el toque personal sin importar cuánto crezcan. Kayako conecta los canales de asistencia con la información del cliente y el equipo, unificando las conversaciones de correo electrónico, redes sociales y chat en vivo en un solo lugar.

Ayuda a los clientes a ayudarse con la función de centro de ayuda de Kayako, que brinda respuestas a sus preguntas de forma rápida y sencilla. Las analíticas del centro de ayuda permiten a los usuarios conocer las búsquedas de los clientes para optimizar su contenido. Las marcas también pueden crear y personalizar múltiples centros de ayuda con sus propias marcas y contenidos.

Kayako ayuda a los usuarios a visualizar el recorrido del cliente y unificar todas las interacciones. Con la función de mensajería, los usuarios pueden brindar asistencia a los clientes con una experiencia de chat en vivo tan intuitiva como enviar mensajes a sus amigos. Las marcas también pueden ayudar a los clientes ofreciendo chat en vivo, tanto en su sitio web móvil como integrado en aplicaciones personalizadas. Los usuarios pueden obtener un contexto inmediato consultando las actividades del cliente con más de 650 aplicaciones.

Precios desde:

USD 15.00/mes

  • Prueba gratis
  • Versión gratuita
  • Suscripción

Dispositivos

Tamaño de la empresa

P M G

Disponible en los países siguientes

Australia, Canadá, China, Alemania, Reino Unido y otros 3, India, Japón, Estados Unidos

Idiomas admitidos

alemán, español, francés, inglés, italiano, neerlandés, portugués

Precios desde:

USD 15.00/mes

  • Prueba gratis
  • Versión gratuita
  • Suscripción

Imágenes

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
Ver 9 más
Captura de pantalla de Kayako: Keep on top of multi-channel conversations Captura de pantalla de Kayako: Unified cases: see each customer's information in the context of the conversation to get more personal. Captura de pantalla de Kayako: No more manual effort: measure and streamline processes to find out where to improve, and build workflows Captura de pantalla de Kayako: Teams and customers can pick up the conversation via the website and across channels, real-time or not Captura de pantalla de Kayako: 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. Captura de pantalla de Kayako: 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 Captura de pantalla de Kayako: Build a rich and engaging knowledge base that customers will use Captura de pantalla de Kayako: 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

Funciones

Funcionalidades totales de Kayako: 90

  • API
  • Acceso móvil
  • Acciones activadas por evento
  • Alertas y alzada
  • Alertas y notificaciones
  • Análisis de productividad
  • Asistente virtual
  • Auditoría de problemas
  • Autenticación de dos factores
  • Autorizaciones basadas en roles
  • Autorrespondedores
  • Base de datos de clientes
  • Búsqueda/filtro
  • CRM
  • Campos personalizables
  • Catálogo de servicios
  • Chat en tiempo real
  • Chat en tiempo real dirigido a consumidores
  • Chat en vivo
  • Chat y mensajería
  • Compatibilidad de varios formatos
  • Comunicación multicanal
  • Controles o permisos de acceso
  • Creación de informes y estadísticas
  • Creación de marca personalizable
  • Datos en tiempo real
  • Distribución automática de clientes potenciales
  • Distribución de clientes potenciales
  • Editor WYSIWYG
  • Editor de texto enriquecido
  • Encuestas y comentarios
  • Enrutamiento automatizado
  • Etiquetado
  • Flujo de trabajo basado en reglas
  • Flujo de trabajo configurable
  • Formulario sin conexión
  • Formularios personalizables
  • Formularios web
  • Gestión de SLA (Service Level Agreement)
  • Gestión de aplicaciones
  • Gestión de canales
  • Gestión de capacidades
  • Gestión de centros de atención telefónica
  • Gestión de citas
  • Gestión de colas de espera
  • Gestión de comentarios
  • Gestión de comercio electrónico
  • Gestión de configuración
  • Gestión de contenidos
  • Gestión de contratos o licencias
  • Gestión de correo electrónico
  • Gestión de flujos de trabajo
  • Gestión de incidentes
  • Gestión de la asistencia técnica
  • Gestión de la base de conocimiento
  • Gestión de la comunicación
  • Gestión de la disponibilidad
  • Gestión de problemas
  • Gestión de problemas
  • Gestión de proyectos
  • Gestión de tickets
  • Gestión de tickets de soporte
  • Gestión de versiones
  • Gestión del cambio
  • Gestión multicanal
  • Herramientas de colaboración
  • Informes personalizables
  • Integraciones de terceros
  • Integración de directorio activo
  • Integración de páginas web
  • Integración de redes sociales
  • Métricas de rendimiento
  • Panel de comunicaciones
  • Plantillas de correo electrónico
  • Portal de autoservicio
  • Problemas recurrentes
  • Recordatorios
  • Registro único
  • Seguimiento de actividades
  • Seguimiento de activos
  • Seguimiento de estado
  • Seguimiento de interacciones
  • Supervisión
  • Supervisión de redes
  • Supervisión en tiempo real
  • Varias cuentas de usuario
  • Varias empresas
  • Varias ubicaciones
  • Varios idiomas
  • Varios países

Alternativas

Zendesk

4.3
#1 alternativa a Kayako
Zendesk es una solución de software de atención al cliente basada en la nube y en la que confían más de 40 000...

TeamSupport

4.5
#2 alternativa a Kayako
TeamSupport es un software de help desk creado para asistencia al cliente entre empresas. Ofrece visibilidad completa...

LiveAgent

4.7
#3 alternativa a Kayako
LiveAgent es una solución de mesa de ayuda basada en la web que permite la gestión de tickets de asistencia desde...

Salesforce Service Cloud

4.4
#4 alternativa a Kayako
Ofrece asistencia a todos los clientes. En cualquier momento. Desde cualquier lugar. Interactúa con tus clientes...

Opiniones

Calificación general

4 /5
(158)
Relación calidad-precio
3.8/5
Funciones
3.8/5
Facilidad de uso
3.9/5
Asistencia al cliente
3.8/5

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Mostrando 5 opiniones de 158
Anita S.
Calificación general
  • Sector: Software informático
  • Tamaño de la empresa: 51-200 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Facilidad de uso
  • Probabilidad de recomendación 10.0 /10

Best software for internal and external email communication

Revisado el 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.

Puntos a favor

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.

Puntos en contra

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.

Usuario verificado
Calificación general
  • Sector: Tecnología y servicios de la información
  • Tamaño de la empresa: Trabajador autónomo
  • Software usado A diario durante Más de un año
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 7.0 /10

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

Revisado el 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.

Puntos a favor

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.

Puntos en contra

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.
Calificación general
  • Sector: Software informático
  • Tamaño de la empresa: 51-200 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Facilidad de uso
  • Probabilidad de recomendación 6.0 /10

Kayako - Can be better!

Revisado el 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.

Puntos a favor

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.

Puntos en contra

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.
Calificación general
  • Sector: Software informático
  • Tamaño de la empresa: 11-50 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente
  • Probabilidad de recomendación 10.0 /10

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

Revisado el 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.

Puntos a favor

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!

Puntos en contra

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.
Calificación general
  • Sector: Software informático
  • Tamaño de la empresa: 51-200 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la reseña

Calificación general

  • Relación calidad-precio
  • Facilidad de uso
  • Asistencia al cliente

Support makes the difference when comparing this to other competitors

Revisado el 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.

Puntos a favor

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.

Puntos en contra

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.

Mostrando 5 opiniones de 158 Todas las opiniones

Preguntas frecuentes sobre Kayako

He aquí algunas preguntas frecuentes sobre Kayako.

Kayako ofrece los siguientes planes de precios:

  • A partir de: USD 15.00/mes
  • Modelo de precios: Gratis, Suscripción
  • Prueba gratis: Disponible

No tenemos información sobre las características de Kayako

Los clientes habituales de Kayako son:

Trabajador autónomo, 2-10, 11-50, 51-200, 201-500, 501-1,000, 1,001+

Kayako admite los siguientes idiomas:

alemán, español, francés, inglés, italiano, neerlandés, portugués

Kayako admite los siguientes dispositivos:

Android (móvil), iPhone (móvil), iPad (móvil)

Kayako se integra con las siguientes aplicaciones:

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 ofrece las siguientes opciones de asistencia:

E-mail/Help Desk, Preguntas frecuentes/foro, Base de conocimientos, Asistencia telefónica, 24/7 (asistencia directa), Chat

Categorías relacionadas

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