Kayako
Kayako is a Help Desk software for building strong relationship with customers. We are trusted by many companies worldwide including...
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Kayako Consultants
Kayako Features
Ticket and Case Management
User Experience of creating and submitting a ticket
User Experience of responding and receiving a response
Route tickets based on values of fields, changes to ticket status and time based conditions
Respond to common requests with standard reply
Service Level Agreement Management
Documents and files can be attached to the ticket to communicate with customer issues/resolutions
Share and collaborate on tickets with multiple customer service representatives
Interaction
Takes users to a customer-based site location, customized to match the site. Can either be public or require login.
Creates tickets from forum questions that were not resolved within the community.
Troubleshoots problems with clients who have created a ticket in an attempt to provide a likely solution before taking the problem to support personnel.
Embeds live chat capabilities within self-service tools.
Internal Use
Archives conversations in a separate location for later reference.
Enables employees to denote potential customers.
Establishes a knowledge base for employee reference during conversations.
Provides a central location for help requests, helping employees respond sooner.
Allows for the creation of profiles for contacts and customers.
Insight
Provides opportunity for customers to give feedback through a survey.
Enables administrators to create customized reports reflecting customer satisfaction.
Allows administrators to track visitor activity to understand the research that was done before turning to customer service.
Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions.
Communication Channels
Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents.
Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket.
Ability for customer service agents to communicate with customers via live chat to solve problems live.
Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks.