Kayako: Product updates, Customer stories, and Insights | 2026 Cuspera

Name: Kayako
Brand: Kayako
Rating: 4.09 (4106 reviews)

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(4106)

Product and Vendor News

Generative AI for Customer Support: Supercharge Any Platform with Kayako 19/03/2025

Customer stories

Kayako helped Trilogy, a B2B software group, cut support ticket volume by 80% in just 90 days. The switch from Zendesk to Kayako reduced average ticket age from 17.6 hours to under 2 minutes. Trilogy saved $5 million annually and redeployed 69 agents. First-touch resolution jumped from 58–60% to 91%. Kayako's AI-driven platform automated most ticket handling, slashing human effort by over 80%.
AI in customer service helped an Asian bank double its use of self-service channels. The bank saw a 40-50% drop in service interactions. Cost-to-serve went down by over 20%. AI made support more efficient and scalable. Customers got faster, easier help. The bank improved both experience and costs.

Product Business Settings

Kayako is popular in Information Technology And Services, Computer Software, and Marketing And Advertising industries and is widely used by Small Business, Mid Market, and Enterprise.

Integrations

CRM

Project Management

Live Chat

Marketing Automation

Kayako Product Overview

Kayako is a help desk software platform for personal and connected customer service. Exceptional service is delivered across live chat, email, Facebook, and Twitter in multiple languages.

How satisfied the customers are with Kayako use-cases

Reviews

"A great resource that unveils a simple yet powerful system to help you with one of the most important tasks as head of customer support: choosing and hiring the right talent for your team Luis Hernandez, VP of Customer Success at Geckoboard Hiring t...he right team member for your company is crucial, and Kayako knows that the perfect hire can really have a positive impact on the whole company and your customers." - Brittany Ferguson

"With Kayako, it's easy to quantify exactly how productive and efficient we really are. Our process is now quick and transparent and our customers, partners and staff are very happy with it." - George Minich

Kayako Customer Insights, Testimonials and Case Studies

How does Kayako facilitate Helpdesk Management?

Kayako is a helpdesk management system that facilitates tracking conversations across multiple channels, including email, chat, social media, and help center tickets. It provides users with the ability to manage customer requests, conversations, and follow-ups, along with features such as a help center, live chat, and automated report generation. However, Kayako's query language limitations restrict the complexity of reports that can be generated.

"...I would recommend Kayako to others that need to implement a Help Desk system into their business...." Peer review by Stephanie S, Senior Advocate - Customer Care, Retail

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What benefits does Kayako offer for Engagement Management?

Kayako provides a comprehensive system for managing customer interactions. This system allows businesses to track and follow up on customer requests, providing a detailed history of interactions. It offers a range of features, including automated ticket routing, canned responses, and detailed audit logs. Kayako's capabilities are well-suited for businesses needing to manage customer support and e-commerce interactions, but it may require modifications for optimal user and customer interaction.

"...I like having a huge running log of customer interactions..." Peer review by Mary Chavez

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How efficiently Does Kayako manage your Knowledge Management?

Kayako offers a knowledge base feature that enables users to create and share knowledge articles. The knowledge base allows for the creation of different knowledge bases to organize information. Limitations include the need for improvement in features like search functionality and file management.

"...Kayako offers a lot of useful features like email integration, service level agreement management, knowledge base management, a self-service portal, network monitoring, automated routing and alerts...." 10 Best Help Desk Software to Totally Check out in 2020!

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What benefits does Kayako offer for Workflow Management?

Kayako supports automated workflows, enabling organizations to streamline and manage help desk operations effectively. The software offers robust ticket management capabilities, including automated responses, canned replies, knowledgebase, SLA management, and advanced searching. The system is customizable, however, the workflow functionality can be complex and not always intuitive.

"...Eliminate repetitive tasks and be more productive with smart conversation routing, automated workflows and 1-click standardized responses. ..." Customer Support Software Kayako

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What solutions does Kayako provide for Communication Management?

What is Kayako?

Kayako is a cloud-hosted Help Desk Software that puts all customer service channels in one place to address the customer concerns in a better and more efficient way. Kayako's customer support platform integrates various support channels such as email, live chat and phone calls. This assists with internal and customer-facing communication.

Kayako's help centre provides self-help and allows customers to answer their own questions, quickly and simply. Help centre analytics enables users to track the phrases customers are searching for in order to optimize content. Brands can also build and customize multiple help centres, each with unique content and branding. Kayako helps users visualize the customer’s journey and unify all customer interactions. The messenger feature allows users to support customers with a live chat experience that's as intuitive as messaging their friends. Brands can also help customers on the go with live chat on their mobile website or embedded in custom apps.

Kayako automates repetitive and standard customer service processes with auto-ticketing, macros, notifications and easy sorting so that agents can focus on delivering personalized support to high-level and more urgent concerns. Kayako provides strong support to eCommerce by displaying every page view and purchase history of the customer, as well as syncing it with the marketing or sales teams for more potential business from customers.

What is Kayako used for?

Kayako is a Help Desk Software mainly used by its customers to Enhance Customer Relationships and Acquire Customers by Helpdesk Management, Engagement Management and Knowledge Management .

What are the top features of Kayako?

Ticketing, Personalization and Alerts: popups & Notifications are some of the top features of Kayako.

Who uses Kayako?

Kayako is used by Information Technology And Services, Computer Software and Marketing And Advertising among other industries.

What are Kayako alternatives?

Cayzu Help Desk, Vision Helpdesk, LiveAgent and Remote Support Desktop are popular alternatives for Kayako.

Where is Kayako located?

Kayako is headquartered at 401 Congress Ave, Suite 2650, Austin, Texas 78701, US.

11 buyers and buying teams have used Cuspera to assess how well Kayako solved their Help Desk needs. Cuspera uses 4106 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Help Desk needs.

CUSTOMERS	TESTIMONIALS
Brittany Ferguson Director of Customer Support Fracture	A great resource that unveils a simple yet powerful system to help you with one of the most important tasks as head of customer support: choosing and hiring the right talent for your team Luis Hernandez, VP of Customer Success at Geckoboard Hiring the right team member for your company is crucial, ...and Kayako knows that the perfect hire can really have a positive impact on the whole company and your customers. Testimonial By Brittany Ferguson
George Minich Director of Technical Services Toshiba	With Kayako, it's easy to quantify exactly how productive and efficient we really are. Our process is now quick and transparent and our customers, partners and staff are very happy with it. Testimonial By George Minich
Leandro Moraes Product Manager Jiva	We chose Kayako because it's the only customer service software that combines live chat and email conversations into a smooth and effortless customer experience. Testimonial By Leandro Moraes

CUSTOMERS	TESTIMONIALS
Brittany Ferguson Director of Customer Support Fracture	A great resource that unveils a simple yet powerful system to help you with one of the most important tasks as head of customer support: choosing and hiring the right talent for your team Luis Hernandez, VP of Customer Success at Geckoboard Hiring the right team member for your company is crucial, ...and Kayako knows that the perfect hire can really have a positive impact on the whole company and your customers. Testimonial By Brittany Ferguson
George Minich Director of Technical Services Toshiba	With Kayako, it's easy to quantify exactly how productive and efficient we really are. Our process is now quick and transparent and our customers, partners and staff are very happy with it. Testimonial By George Minich
Leandro Moraes Product Manager Jiva	We chose Kayako because it's the only customer service software that combines live chat and email conversations into a smooth and effortless customer experience. Testimonial By Leandro Moraes