Pearson

As an enterprise, we needed the absolute best tools available. If you’re thinking helpdesks, you should think Kayako.

Kayako were more than capable in handling all of our global support needs. Most importantly, we picked Kayako because of its long-standing reputation in helpdesk software and outstanding value. Kayako far outstrips its competitors on features with no corners cut.

Our support desk never sleeps, so reliability is on the top of our shopping list. With Kayako, we can sleep at night knowing that our support desk will be well looked after. We save a great deal of money because all of the maintenance and hardware upkeep is handled for us.

Being an international business, multilanguage support is on top of our list of key features. Kayako’s platform allows us to deliver customer support in multiple languages (from English to Japanese, Chinese, Korean, Spanish, Portuguese, etc.), and adding a new language is a breeze. The platform scaled to our demands with ease.

Our customers love to connect with our agents using live chat. The customer has ability to select a local language support specialist based on availability and then start a chat in their local language. The process is seamless, and truly adds a human touch when engaging our customers over the Internet. By using live chat for customer support, we find that issues resolved quicker (there is less to-and-fro) and customers are much happier as a result. When deciding which mediums we would use to deliver customer support, one of our concerns was that things would become disjointed should we need separate systems for live chat, support tickets and the knowledgebase. Kayako solves this problem for us by integrating all of our customer support channels into one place.

Another feature we particularly love is that Kayako presents a glance view of a customer’s chat and ticket history for each customer. Everything is there, in one place. If a customer follows up on a past issue in a new support ticket, our agents are immediately on the ball.

As an enterprise with a large customer base, the reputation of our customer support department is critical to us, so we needed the absolute best tools available. If you’re thinking helpdesks, you should think Kayako.

Lester Holmes, Customer Technical Support Manager
Pearson

Make customer service your competitive advantage Sign up for the free trial

Like these great companies did