Kayako

Plataforma unificada de atención al cliente

4 /5 (154 opiniones) ¡Escribe una reseña!

Información general sobre Kayako

¿Qué es 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.

Información general sobre Kayako

Precio

A partir de
USD 15.00/mes

Opciones de precios

Prueba gratis
Suscripción
Relación calidad-precio

Funciones de Kayako

Dispositivos
Tamaño de la empresa
P M G
Disponible en los países siguientes
Estados Unidos, Canadá, Reino Unido, Australia, China y otros 3, India, Japón, Alemania
Idiomas admitidos
Alemán, Español, Francés, Inglés, Italiano, Neerlandés, Portugués

Medios

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
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

Opiniones de Kayako

Opiniones de Kayako

Calificación general
4
/
5
Excelente
60

Muy bien
58

Normal
24

Pobre
3

Malo
9

Relación calidad-precio
3.9
Funciones
3.9
Facilidad de uso
3.9
Asistencia al cliente
3.9
77% Un ha recomendado esta aplicación
Anita S.

Best software for internal and external email communication

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.


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Christian M.

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

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


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Amani I.

Kayako - Can be better!

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.


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Christopher B.

Support makes the difference when comparing this to other competitors

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.


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Mark T.

Powerful System, Steep Learning Curve

Kayako is where we manage all of our client tickets. It is great for my daily work routine and allows me to stay on top of many tasks at the same time. I have been working with it for 1.5 years and it works great for me now, but the first few months took a long time to get used to. Things are not where you would think they would be. The system is VERY customizable, however, and if you have a person that can put in the work to set the system up, it can be bent to fit your specific company needs.


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Anita S.
Sector: Software informático
Tamaño de la empresa: 51-200 empleados
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Traducir a español

Best software for internal and external email communication

Software usado A diario durante Más de dos años
Revisado el 7/12/2018
Fuente de la reseña: Capterra

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.

Desglose por calificación

Facilidad de uso

Probabilidad de recomendación: 10.0/10

Christian M.
Sector: Software informático
Tamaño de la empresa: 11-50 empleados
Traducir a español
Traducir a español

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

Software usado A diario durante Más de dos años
Revisado el 22/6/2018
Fuente de la reseña: Capterra

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.

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Probabilidad de recomendación: 10.0/10

Amani I.
Sector: Software informático
Tamaño de la empresa: 51-200 empleados
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Traducir a español

Kayako - Can be better!

Software usado A diario durante Más de dos años
Revisado el 25/10/2018
Fuente de la reseña: Capterra

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.

Desglose por calificación

Facilidad de uso

Probabilidad de recomendación: 6.0/10

Christopher B.
Sector: Software informático
Tamaño de la empresa: 51-200 empleados
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Traducir a español

Support makes the difference when comparing this to other competitors

Software usado A diario durante Más de dos años
Revisado el 18/6/2018
Fuente de la reseña: Capterra

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.

Desglose por calificación

Relación calidad-precio
Facilidad de uso
Asistencia al cliente

Mark T.
Sector: Internet
Tamaño de la empresa: 51-200 empleados
Traducir a español
Traducir a español

Powerful System, Steep Learning Curve

Software usado A diario durante Más de un año
Revisado el 27/11/2018
Fuente de la reseña: Capterra

Kayako is where we manage all of our client tickets. It is great for my daily work routine and allows me to stay on top of many tasks at the same time. I have been working with it for 1.5 years and it works great for me now, but the first few months took a long time to get used to. Things are not where you would think they would be. The system is VERY customizable, however, and if you have a person that can put in the work to set the system up, it can be bent to fit your specific company needs.

Puntos a favor

Kayako automates a lot of the communication and tracking processes for us. Since my company has put the time into setting up Kayako to meet our companies needs, I am able to focus mostly on client communication and not administrative tasks.

Puntos en contra

The system is very particular about what you can and can't do. Things that seem like they would be obviously included do not exist (seeing all open tickets from an organization, for example), and must be either set up manually or gotten to in a roundabout way. Kayako also requires a steep learning curve and is not an intuitive system.

Desglose por calificación

Facilidad de uso

Probabilidad de recomendación: 8.0/10

Recomendación de usuario
7.7/10
Basado en 154 valoraciones de usuarios
Compara con las alternativas según las recomendaciones de los usuarios
Compara las alternativas

Precios de Kayako

Precios de Kayako

A partir de
USD 15.00/mes
Prueba gratis
Suscripción
Relación calidad-precio
Relación calidad-precio
3.9/5
Basado en 154 valoraciones de usuarios
Compara las alternativas según la relación calidad-precio
Compara las alternativas

Funciones de Kayako

Funciones de Kayako

API
Base de datos de clientes
Campos personalizables
Creación de informes personalizables
Creación de informes y estadísticas
Creación de marca personalizable
Datos en tiempo real
Encuestas y comentarios
Gestión de calendarios
Gestión de contactos
Importación y exportación de datos
Integración de correo electrónico
Integración de redes sociales
Integración de terceros
Modelos personalizables
Notificaciones automáticas
Pagos electrónicos
Panel de actividades
Recordatorios
Seguimiento de actividades
Funciones
3.9/5
Basado en 154 valoraciones de usuarios
Compara con las alternativas según la valoración de características
Compara las alternativas

Categorías

Preguntas frecuentes sobre Kayako

Preguntas frecuentes sobre Kayako

He aquí algunas preguntas frecuentes sobre Kayako.

P. ¿Qué tipo de planes de precios ofrece Kayako?

Kayako ofrece los siguientes planes de precios:

A partir de: USD 15.00/mes

Modelo de precios: Suscripción

Prueba gratis: Disponible

P. ¿Cuáles son las características principales de Kayako?

No tenemos información sobre las características de Kayako

P. ¿Quiénes son los usuarios habituales de Kayako?

Los clientes habituales de Kayako son:

Empresas pequeñas, Empresas Grandes, Administraciones públicas, Sin ánimo de lucro, Trabajadores autónomos, Empresas medianas

P. ¿Qué idiomas admite Kayako?

Kayako admite los siguientes idiomas:

Alemán, Español, Francés, Inglés, Italiano, Neerlandés, Portugués

P. ¿Qué tipo de planes de precios ofrece Kayako?

Kayako cuenta con los siguientes planes de precios:

Suscripción

P. ¿Kayako es compatible con dispositivos móviles?

Kayako admite los siguientes dispositivos:

Android, iPhone, iPad

P. ¿Con qué otras aplicaciones se integra Kayako?

Kayako se integra con las siguientes aplicaciones:

All-In-One Designer, Customer Thermometer, Help Desk Migration, Jira Service Management, Magento Commerce, NUACOM, Nicereply, PagerDuty, Retently, Slaask

P. ¿Qué tipo de asistencia ofrece Kayako?

Kayako ofrece las siguientes opciones de asistencia:

Preguntas frecuentes, Foro, Base de conocimientos, Asistencia en línea, Asistencia telefónica, Tutoriales en vídeo