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Kayako is another customer service solution that helps professionals and businesses swim through the process with ease. Kayako not only helps users meet their client’s expectations, it helps them learn more about their user base. Kayako users can manage email inquiries, live chats, phone calls, remote support and offer self service options to their customers. Kayako automatically categorizes, filters and prioritizes tickets. Collaborative inboxes makes it easier to follow up on issues. Kayako also allows users to gather information and see where their customers are located and how they found their website through an intelligent tracking system. Users can develop better marketing strategies and prioritize their leads with the help of Kayako’s intuitive system. Current Kayako clients include many big name organizations, such as NASDAQ, Princeton University, Sega, Oracle, MTV, Aljazeera, and Sun.

The Kayako team was established in 2001. Its focus was to provide users with web based customer support solutions that enabled them to offer better customer service and improve relationships with their customer base in general. Kayako is a self funded, independent organization that currently consists of over 60 team members and a user base that includes around 30,000 customers.

Kayako offers a professional service that can work in many industries. Users can not only assist customers, but give them ways to find answers on their own through self service solutions. This can reduce the amount of time needed to answer inquiries and empower users for their convenience. Kayako also helps its users gather information on where their clients are coming from and how they found the user’s business.

The Kayako website uses a deep blue and black color scheme highlighted by images and color screen shots that work well together. The overall appearance is very professional and well organized. Despite the many elements used, it is not at all busy or overwhelming to the new visitor. The tools offered by Kayako are also easy to use and allow the user to customize enough to meet their specific needs.

A new user can click on the white “Free Trial” link at the top, right hand corner of the homepage to give Kayako a try. The short registration form requires a full name, email address, telephone number, organization name, website URL and country location. The user must next choose from one of three Kayako products. Next, the user can download their product or use it on demand (which takes about ten minutes to set up). The user is also asked to provide their desired Kayako URL and number of staff that will be accessing the application.

Users are given a 30 day trial of Kayako before they must pay for the service. The Kayako Fusion membership is the company’s flagship product, which includes Kayako Engage and Kayako Resolve. Resolve costs around $1,000 for up to 10 agents when downloaded or can be purchased on demand for about $100 per month for up to three agents. Kayako Engage includes live chat, click to call and visitor monitoring features. The Engage membership plan costs around $600 to download for up to 10 agents or about $60 per month when used on demand for up to three agents. Kayako Resolve costs the same as Kayako Engage, but instead of the chat and call features, Resolve includes ticket and email management features and collaborative inboxes.

Kayako is a helpful tool for medium to large size businesses. The current membership plans may be a bit difficult to squeeze into a tight small business or start up budget. The application includes many helpful tools that can manage a diverse number of customer relations tasks.

• Offer self service support options to clients
• Monitor collaborative inboxes for easy history reference and response relevance
• Speak to clients through live chat features
• Prioritize and manage customer support tickets
• See where customers are coming from and how they found the user’s business

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