Kayako frees up my staff to create a more proactive support infrastructure.

I selected Kayako for its low entry-point pricing and the ability to modify code to suit our department’s needs. The fact that it was written in PHP and was server-platform neutral was very appealing. We also liked that we could have technicians on any OS platform (Linux, Windows, Mac) because all that was needed was a web browser. Before we moved into Kayako, we were managing support incidents/requests with a shared Outlook inbox. There was little to no accountability. We could see that an email was read, but had no idea if it had been replied to, and if so, who and when? This created a terrible experience for the customer. Once we implemented Kayako, the customers immediately praised the increased communication, and as a team we immediately noticed an increase in quality of communication and collaboration, especially between our Support and Development teams. We also loved the integrated FAQ/self-service feature. We loaded commonly-requested downloads into a custom payload installer which allowed the customer to download the software to their system and install it on-demand without Administrative intervention. We were able to keep track of the number of downloads and link to the downloads directly from within the context of a support incident. This helped immensely cut down on the "could you please install X software" incidents. One other feature that we loved in implementing it was that we could have emails pulled into the system, so to the end user, they could still submit work orders to the normal email address that had been using for years and immediately receive an acknowledgement of their work order, with a clear explanation of how long they should expect to receive a response. The ability for the customer to log in at any time and add new information, as well as check up on the status has improved the level of customer satisfaction immensely. We also especially loved the LoginShare feature. We wrote a custom LoginShare module that ties in with our Web-based SSO system used on our campus. This improved the level of experience for the customer, as they don’t have to learn and remember a separate password just to get service. They are presented with the familiar eRaider prompt and then logged into our system. The ability to customize phrases, words, CSS and HTML all without modifying any actual code in the system is invaluable when it comes time to upgrade. All in all, Kayako is hands-down the least expensive, most feature-rich, user-friendly and flexible platform I’ve come across for customer service and support – both for the customer and for the technicians.

Anritsu uses Kayako to manage customer support tickets for a range of different software and hardware products. It has transformed the support service that we are able to provide to our customers. Our staff and customers really appreciate how Kayako automatically tracks different types of correspondence, freeing up valuable time to focus on resolving issues. Though we've done a lot with the system out of the box, our IT staff have been able to add business specific customisations due to its open, clearly laid out source-code and database design.

Each single support request is now routed to and handled in Kayako. Kayako lets us provide timely responses and swift resolutions.

Companies can live or die on their response times to customers and we have found Kayako an ideal tool to ensure we deliver the rapid service that our customers have come to expect. Add to this the SEO improvements you can get from making good use of the knowledgebase features and this is a must-have tool for any business that takes pride in good customer service and support.

A few years ago, all of our support staff used a single email address set up as a distribution list to handle support requests. This quickly became unmanageable and we'd lose track of who was handling what issues. We decided we needed a system to help us manage the process, so we looked at what was available. We chose Kayako because it offered all of the functionality we needed and was very affordably priced in comparison to other products. Our customer base and volume of support emails has gone up by a factor of 10 since we first started using Kayako. The great thing is that the software has grown with us; it's a very good bit of kit and equally as suited to small business with one support rep and a hundred customers as it is to a business with 10 support reps and tens of thousands of customers. I highly recommend it to anyone needing a solution to manage customer support online.

Kayako has helped MSI UK to streamline the way we communicate with our end users though a simple and manageable system. The ability to customize and adapt the platform over time has helped us maximize the benefit to our customers. We have seen a clear reduction of resources required as a result of implementing the package, and this has been achieved with no detriment to the quality of service. Kayako support, although handled online has been first class and arguably better than many telephone support services. Live chat has been a feature we have not fully implemented, but the fact it is there offers a large amount of flexibly for where we take wish to take our support in the future at no extra cost. In terms of product and value for money I believe Kayako would be a valuable addition to any company looking for an end-user support platform.

mtvU Online supports a large network of sites and users with different needs. We receive large amounts of support request every day, and Kayako actively helps us to keep on top of things and provide timely responses to our users. We found the Kayako portfolio of products to be exactly what we were looking for in a helpdesk system.

With Kayako, we've made strides in terms of average response time and ticket age, and we're continually enhancing our processes for even greater responsiveness.

Since switching to the new Kayako, we were able to provide a significantly improved customer experience and our team has found ways to streamline a number of processes.

Stardock's adoption of Kayako's helpdesk solution has really helped us to manage and improve our customer support and workflow. The ability to sort and filter incoming requests is great, as well as allowing not just pre-defined responses, but a public knowledgebase and downloads repository for distributing fixes to our customers. All of these makes it easier for us to provide quick and helpful answers to our customers.

We’ve been using Kayako now for a little over two years and the helpdesk has positively and profoundly impacted how we interact with our customers daily, and has allowed us to build meaningful relationships with them while also providing clear, concise customer service. The tools are both robust and easy to use for my staff and allow me to track our day-to-day communications with customers with ease. In short, Kayako is tops. I could wax eloquent about Kayako for a while, actually, but I would hope that’s not necessary as I believe that it could sell itself pretty easily.

Macmillan Education is a global educational publisher with customers all over the world. Customer satisfaction and service is at the heart of our business. Macmillan Education has been using Kayako’s customer support platform for nearly two years and we are very pleased with the solution it has provided for both our staff and more importantly our customers. We have trained all key customer facing staff around the world to use the software to respond to customers. Kayako has provided us with a tool that we can use to share experience and knowledge to enable better communication. The hosted solution is perfect for our needs and gives us the control to manage amendments and upload version updates. The system is easy to use and features such as the predefined replies and knowledgebase have been instrumental in providing efficient customer service for our staff. Our customers are able to find quick answers to their questions or contact us easily via the customer helpdesk. The support and response time provided by the Kayako team is excellent with concise and detailed answers.

Kayako has provided Pellerin Milnor with a cost-effective helpdesk management solution that has allowed the company to more effectively manage, monitor and fulfil end user support requests for IT issues and internal manufacturing process change requests. The Kayako solution was easy to implement and support as well as enhancements on the product have been outstanding.

Our staff quickly became familiar and comfortable with Kayako.