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Kayako

Customer Support

3.9(15 ratings)

Kayako is a customer support tool that streamlines communication and improves customer satisfaction.

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About Kayako

Best for mid-sized teams needing unified multichannel customer support.

Kayako is a customer support platform that unifies conversations from email, live chat, social media, and other channels into a single shared inbox. It's built for small to mid-sized businesses and growing support teams that need to track and manage customer interactions without losing context. Kayako stands out with its customer journey visualization, which gives agents a timeline of every interaction and activity a customer has had. The platform aims to deliver more personal support by giving teams full visibility into customer history across all touchpoints.

Pros

Unified inbox consolidates multiple communication channels effectively
Customer journey mapping provides rich interaction context
Clean and intuitive agent-facing interface
Built-in live chat with proactive messaging capabilities
Collaboration tools let teams work on tickets together

Cons

Reporting and analytics can feel limited for advanced needs
Pricing can be steep for very small teams
Customization options are less flexible than some competitors
Occasional performance slowdowns reported by users

Use Cases

Best for managing multichannel customer support from a single dashboard

Best for e-commerce teams needing live chat and email support combined

Best for SaaS companies tracking customer journeys across support interactions

Best for growing teams transitioning from shared email to a help desk

Key Features

6 features

Multi-channel support ticketing system

Real-time chat with customers

Customer satisfaction surveys

Automated response suggestions

Knowledge base for self-service

Collaboration tools for support teams

SaasHunter Score

7.6/10

“Your support team needs to improve customer satisfaction through streamlined communication at a lower cost.”

Ease of Use

7.0

Features

8.0

Pricing

7.0

Support

8.0

Integrations

8.0

Best For

Small Business 8Agencies 7Enterprise 7Startups 6Freelancers 5

Integrations

SlackSalesforceZapierStripeJiraHubSpotFacebookTwitter

Customer Support Workflow Automation Helpdesk Ticketing

Frequently Asked Questions

What is Kayako?

Kayako is a customer support platform that brings together email, live chat, social media, and other channels into one shared inbox. It helps support teams deliver personalized service with full visibility into customer journeys.

How much does Kayako cost?

Kayako's pricing has historically started around $30-$60 per agent per month depending on the plan tier. Pricing may vary, so it's best to check their website for the most current plans.

What are the main features of Kayako?

Key features include a unified inbox for multichannel conversations, customer journey visualization, live chat, help center/knowledge base, automation workflows, and team collaboration tools for shared ticket handling.

Who should use Kayako?

Kayako is well-suited for small to mid-sized businesses and growing support teams that need to manage customer conversations across multiple channels without losing context. It's particularly useful for teams that value customer journey tracking.

Is there a free plan for Kayako?

Kayako does not typically offer a permanent free plan, though they have offered free trials in the past. You should check their website for current trial or introductory offers.