It's not often that one can claim a ROI within months of purchasing a product, but that’s exactly the case with Kayako. We don’t even use all of its functionality yet. It's been barely 4 months, and already I could not do my day-to-day operations without it. We have looked at other ticketing systems over the years, but their complexity usually turned us off before even completing the deployment. It was literally minutes to deploy Kayako, and a couple of days to tune it to our environment using Open LDAP and IMAP. The technical support from Kayako was so prompt with their live chat, I didn’t even have time to think about a problem before it was solved.I can justify three times over why I need Kayako: the knowledgebase and the news modules alone are welcomed by our end users who love the searchability. The ticketing module keeps all the information, communication, and notes together for the tier-one support staff, making it easier to escalate when necessary. The tasks and calendar modules have made my job easier, shaving almost 2 hours a week off managing the IT crew's priorities.

I had difficulties processing a payment online since I live in a country that is not serviced by PayPal. I used the chat function to ask for help. I received an immediate response from "Ben" who asked his colleague "Charlotte" to call me on my non-UK phone number. Less than two minutes later I am on the phone with "Charlotte" who took my slightly complicated details to process the payment via a different method.

Since adding live chat, we’ve increased monthly leads from our website by 27%. The ROI has been huge!

Using HappyFox, we can now support our 200+ sites with a staff of three! Enough said.