How Customer Support Teams use Kayako
Switching between customer support views? With Kayako you can see the entire customer journey from one place. Make it easy for everyone in your company to access this information—from sales to support and everyone in between.
- Let customers decide how they want to talk to you with integrated live chat, social, email, and helpdesk ticketing
- Uncover contextual customer data and provide personalized support with detailed customer records available at your fingertips
- Make it easy for customers to search for answers to common questions with a customizable Help Center
- Improve your team’s performance with easy to build customer support performance dashboards and reports
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"Kayako cut our ticket age from 18 hours to under 5 and half of those tickets disappeared entirely. We weren't buying a new interface. We were buying a cost reset."
4 Reasons why high performing customer support teams use Kayako
Kayako makes it easy to get in front of customer problems and provide personalized support.
Enhanced Ticketing
Answer questions wherever your customers are
Provide the best customer experience, by being readily available no matter where customers ask questions.
- Live chat, social, email, and helpdesk ticketing in the same platform
- Create canned responses to decrease the friction for your agents
Customer Journey At A Glance
Visualize the entire customer journey in one place
SingleView gives customer support teams a detailed view of every interaction a customer has with your business, so you can provide proactive and personalized support.
- Access site visits, purchases, shipping history, previous customer service inquiries, self-help searches, self-help article views, marketing emails customers have received and more
- Capture key events from your own product or service
Self-Service Portal
Get an easy-to-search Help Center for customers
Make it easy for customers to help themselves with a Help Center that supports customers when your team is offline.
- Provide self-help articles, videos, FAQs, and a self-service community
- Tailor the experience for customers with an easily customizable look and feel of your Help Center
- Monitor search terms to find gaps in your self-service portal
Performance Dashboards and Reports
Keep your team on track and get better all the time
Easily monitor customer satisfaction, measure your team’s performance, and uncover areas of improvement. Use these lessons to find opportunities to decrease friction further making it easier for your customers to solve their problems.
- Track service-level response times across live chat, email, and social channels
- Track customer effort scores over time
- Instant access to key metrics or build custom dashboards for drill-down reporting