Kayako

Kayako is an SaaS helpdesk software that provides multiple features supporting customers through multiple channels including e-mail, chat, facebook and twitter.Its interface is clean and simple, almost resembling social media channels.

All information per customer is unified in one record and one window, including service history and activities apart from basic profile information allowing easier support and efficiency instead of toggling between multiple tools.

Important information is easily viewed at a glance and conversations from multiple channels are consolidated into one channel which allows for a more consistent and organized response.

Consolidated communication from different channels allow agents to provide a more personalized response, easier information tracking, and provide opportunity for marketing due to the ability to reach customers through social media.Kayako also has the ability to observe and identify related social media posts proactively allowing users to take action as necessary.

It has knowledge base feature that allows users to build a knowledge base both for customer facing support center and internal use. Users are also able to collaborate on resolution. They can tag other agents to provide insight/solution to a specific issue/concern.Multiple and complex workflows can be customized into Kayako’s system to automate specific processes or ensure controlled accesses. Kayako can be integrated with other business tools through Zapier.

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