En savoir plus sur Kayako

Kayako est la plateforme de service client unifiée qui aide les entreprises à gérer les demandes et les conversations des clients sur tous les canaux, à mieux les accompagner et à conserver une taille humaine malgré leur croissance. Kayako fait le lien entre les canaux d'assistance, les informations client et l'équipe, en regroupant les conversations par e-mail, les conversations sur les réseaux sociaux et les discussions en direct dans un emplacement unique et organisé.

Aidez les clients à s'aider eux-mêmes grâce au centre d'assistance de Kayako, qui leur permet de répondre à leurs propres questions, rapidement et simplement. Les analyses des centres d'assistance permettent aux utilisateurs de suivre les phrases recherchées par les clients afin d'optimiser leur contenu. Les marques peuvent également créer et personnaliser plusieurs centres d'assistance, chacun ayant son propre contenu et sa propre image de marque.

Kayako aide les utilisateurs à visualiser le parcours du client et à regrouper toutes leurs interactions. La fonction de messagerie permet aux utilisateurs d'accompagner les clients grâce à une expérience de discussion en direct aussi intuitive que les échanges par messagerie instantanée avec leurs amis. Les marques peuvent également aider les clients en déplacement grâce à un chat en direct sur leur site web mobile ou intégré dans des applications personnalisées. Les utilisateurs peuvent également analyser les activités des clients sur plus de 650 applications pour bénéficier d'un contexte immédiat.

Options de tarification dès :

15,00 $US/mois

  • Essai gratuit
  • Abonnement

Appareils

Pour quelle entreprise ?

TPE PME GE

Disponible dans les pays suivants

États-Unis, Canada, Royaume-Uni, Australie, Chine et 3 autres, Inde, Japon, Allemagne

Langues

allemand, anglais, espagnol, français, italien, néerlandais, portugais

Options de tarification dès :

15,00 $US/mois

  • Essai gratuit
  • Abonnement

Images

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

Fonctionnalités

Nombre total de fonctionnalités pour Kayako : 64

  • API
  • Actions découlant d'un événement
  • Affectation des leads
  • Authentification unique
  • Authentification à 2 facteurs
  • Autorisations basées sur les rôles
  • Champs personnalisables
  • Chat
  • Collecte de commentaires
  • Communication multicanal
  • Comptes d'utilisateur multiples
  • Distribution automatique des leads
  • Données en temps réel
  • Emplacements multiples
  • Enquêtes et feedback
  • Entreprises multiples
  • Espace de travail collaboratif
  • Fonctionnalité de recherche
  • Formulaires personnalisables
  • Formulaires web
  • Gestion de contenu
  • Gestion de l'assistance téléphonique
  • Gestion de la communication
  • Gestion de la remontée des problèmes
  • Gestion des autorisations
  • Gestion des canaux
  • Gestion des commentaires
  • Gestion des flux de travail
  • Gestion des problèmes
  • Gestion des tickets de support
  • Gestion multicanal
  • Historique des contacts
  • Intégration CRM
  • Intégration de sites web
  • Intégration des applications
  • Intégration des médias sociaux
  • Intégration des répertoires actifs
  • Intégration e-commerce
  • Intégration mobile
  • Marquage
  • Messagerie instantanée
  • Modèles d'e-mails
  • Monitoring
  • Notifications automatiques
  • Outils de collaboration
  • Prise en charge de plusieurs formats
  • Prise en charge de plusieurs langues
  • Prise en charge de plusieurs pays
  • Rappels
  • Rapports d'état
  • Rapports et statistiques
  • Rapports personnalisables
  • Rapports sur la productivité
  • Rapports sur les performances
  • Répondeurs automatiques
  • Stratégie de marque personnalisable
  • Suivi des activités
  • Suivi des statuts
  • Surveillance en temps réel
  • Vues filtrées
  • Workflow basé sur les règles
  • Workflow configurable
  • Éditeur WYSIWYG
  • Éditeur de texte enrichi

Alternatives

Zoho CRM

4,2
Alternative n° 1 à Kayako
Zoho CRM est une application en mode SaaS de gestion de la relation client. Organisez, automatisez et analysez vos...

Freshdesk

4,5
Alternative n° 2 à Kayako
Freshdesk est un service d'assistance à la clientèle sur Cloud hautement personnalisable qui vous permet d'optimiser la...

TeamSupport

4,5
Alternative n° 3 à Kayako
Team Support est un logiciel helpdesk conçu pour le support client B2B. Visibilité complète des clients, relations...

Alchemer

4,5
Alternative n° 4 à Kayako
SurveyGizmo est la meilleure plateforme d'enquête au monde qui vous aide à prendre des décisions plus intelligentes.

Avis

Note globale

4 /5
(156)
Rapport qualité-prix
3,8/5
Fonctionnalités
3,9/5
Simplicité d'utilisation
3,9/5
Support client
3,8/5

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Écrivez votre avis !
Afficher 5 avis sur 156
Anita S.
Note globale
  • Secteur d'activité: Logiciels
  • Taille de l'entreprise: 51-200 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Simplicité d'utilisation
  • Probabilité de recommander le produit 10.0 /10

Best software for internal and external email communication

Publié le 07/12/2018

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.

Avantages

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.

Inconvénients

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.

Utilisateur vérifié
Note globale
  • Secteur d'activité: Services et technologies de l'information
  • Taille de l'entreprise: Auto-entrepreneur
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 7.0 /10

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

Publié le 10/02/2021

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.

Avantages

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.

Inconvénients

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.
Note globale
  • Secteur d'activité: Logiciels
  • Taille de l'entreprise: 51-200 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Simplicité d'utilisation
  • Probabilité de recommander le produit 6.0 /10

Kayako - Can be better!

Publié le 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.

Avantages

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.

Inconvénients

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.
Note globale
  • Secteur d'activité: Logiciels
  • Taille de l'entreprise: 11-50 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client
  • Probabilité de recommander le produit 10.0 /10

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

Publié le 22/06/2018

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

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

Avantages

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!

Inconvénients

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.
Note globale
  • Secteur d'activité: Logiciels
  • Taille de l'entreprise: 51-200 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis

Note globale

  • Rapport qualité-prix
  • Simplicité d'utilisation
  • Support client

Support makes the difference when comparing this to other competitors

Publié le 18/06/2018

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.

Avantages

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.

Inconvénients

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.

Afficher 5 avis sur 156 Lire tous les avis

Kayako - FAQ

Voici quelques-unes des questions fréquentes sur Kayako.

Types de licences disponibles pour Kayako :

  • À partir de: 15,00 $US/mois
  • Type de licence: Abonnement
  • Essai gratuit: Disponible

Nous n'avons pas d'informations sur les fonctionnalités de Kayako.

Utilisateurs habituels du logiciel Kayako :

PME, Grandes entreprises, Administration publique, À but non lucratif, Auto-entrepreneurs, Entreprises de taille moyenne

Langues dans lesquelles Kayako est disponible :

allemand, anglais, espagnol, français, italien, néerlandais, portugais

Appareils pris en charge par Kayako :

Android, iPhone, iPad

Applications s'intégrant à Kayako :

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

Ressources d'aide disponibles pour Kayako :

FAQ, Forum, Base de connaissances, Support en ligne, Support téléphonique, Tutoriels vidéo

Catégories connexes

Consultez toutes les catégories de logiciels trouvées pour Kayako.