Pros and Cons of Kayako: The Best Help Desk Software
Today, companies of all sizes need easy and consistent customer and employee support management. Support solutions play an essential role here. However, regardless of the type or size of your business, choosing the right support tool for your business can take time and effort. Kayako data migration services is a popular support service solution. In this article, we'll look at the pros and cons of this tool so you can decide if it's the right choice for your business. For a broader perspective, we compare Kayako's features with the pros and cons of Freshdesk, one of the leaders in help desk software.
Advantages and disadvantages of Kayako
Kayako proves that this solution offers a high level of service you can trust. Kayako is a fully integrated system that provides customers with various support channels such as email, phone, and chat. This combination of media solves many of the significant challenges of multi-channel customer service, allowing service departments to work more efficiently and improve support. Kayako offers an efficient management system that will enable you to prioritize customer requests based on various factors. With this support solution, you can organize requests with descriptive tags and filter requests by status and other factors. Customer service administrators and technical staff can use the tool's features to create shortcuts for recurring tasks or automatic alerts in certain situations. Thanks to many years of experience, the device has helped thousands of companies and provided the best customer service. Kayako is available on cloud platforms. Easily integrate different support platforms into one powerful software. You can quickly receive and manage customer messages and respond accordingly.
With this tool, you can also have an extensive knowledge base that answers various customer questions. Additionally, you can add images and videos to your knowledge base articles to help customers better understand your informational content. An instant response feature also allows customers to enter their queries in the search box and get quick answers to their concerns and questions. The tool's support center feature will enable customers to manage their applications and receive the latest news and updates from the company.
Kayako provides an efficient way to quickly review customer service requests and take appropriate action as soon as possible. This vital support solution allows you to prioritize messages based on importance, due dates, and services. You can also tag activities and quickly assign them statuses for convenient sorting. Live conversations with customers are also possible. Instead of waiting for customers to contact you, you can easily reach out to them and join the discussion—pros and cons of Kayako.
Great functionality. Kayako offers a reasonable pricing structure. Easily scalable. Kayako provides an easily scalable customer support platform that tracks customer service performance. You can also host your solution or use a hosted service. Kayako is also easy to use. Offer your customers organizational features, such as self-filling different categories.
Unfortunately, Kayako reserves many of its best features for only the most expensive variant. For example, multi-channel reporting is only available for the most expensive plans. Kayako also lacks some basic features of other help desk software. Inconstant volume of e-mail. Adding and retrieving files can be a highly complex process. Customers may complain within 2-3 attempts, especially when sending and receiving large attachments. It can also be somewhat limited when downloading emails with attachments more significant than 10 megabytes. Unnecessary and cumbersome interface. Customers complain that the user interface could be more straightforward, and all critical business functions are hard to find. The tool's interface tends to be overwhelming for users, and learning can be complex.
We decided to compare Kayako to Freshdesk, the leader in its category, to see how it compares to the best help desk solutions. Our B2B analysis team has analyzed all the major players in the help desk software industry. After reviewing the benchmarks, we have concluded that Freshdesk is the best solution available. Freshdesk offers flexible pricing plans and a free version of the app for small teams of up to 3 users. You can also quickly try out all the features of Freshdesk with a free trial plan. If you want to try the program, you can quickly sign up for a free trial of Freshdesk. As an intuitive web-based tool, Freshdesk makes it easy to manage multiple update stages, packages, and workflows. Freshdesk offers various brands and products, as well as numerous languages and time zones. Freshdesk's user interface is easy to navigate through the setup process and allows anyone (even beginners) to configure the web service to perform the functions they want. However, if you need to do this manually, Freshdesk has plenty of online documentation and easy-to-understand tutorials to help you out.
The basis of the Freshdesk experience is an efficient system. Because that's where most support staff spend their time. Thus, the Freshdesk applications page contains all the essential information that a user may need when editing or prioritizing global applications. Quickly view all customer case attributes: status, priority, and assigned name of a support agent. You can also edit it immediately. Many support programs expect edits to be made in individual views, but luckily Freshdesk avoids this potential problem. This modern solution offers a quality way to track questions and complaints. This tool was also an excellent feature for motivating help desk staff through gamification.
Complete free package. Businesses will appreciate Freshdesk's free service, which is just as comprehensive as the basic plan. Start using the free plan to improve your customer and support staff experience if you're a small business. The free service of the tool is fully functional and allows three agents to share one mailbox, making it an ideal solution for small teams.
Access anytime, anywhere. Freshdesk gives you full access to your email support anytime, anywhere, without the need to log in through a portal. In addition, questions can be transferred to the support staff.
Fresh and modern. Freshdesk is a modern, updated customer support tool. Integrate today's current communication channels into a single flow of information. It also has multi-brand management and social media integration. Finally, Freshdesk has developed an intelligent approach to integrating various social media platforms, such as Twitter and Facebook, into its systems.
Visually attractive interface. Freshdesk attracts the attention of many companies with its visually appealing interface. It is also one of the most intuitive systems available today.
User-friendly. This tool is straightforward, and a little help is needed to understand how the system works. Even the most basic user can easily navigate and use all the tool's very intuitive functions. Freshdesk can also easily and quickly integrate into your company's existing website structure.
Users expect Freshdesk to introduce a notification feature for contract customers, which is especially useful for some businesses that are out of contract.
They limited labeling options. Some users prefer to avoid the ability to add tags in multiple places.
After analyzing the strengths and weaknesses of Kayako, we realized that it is solid software, but it is not a leader in the utility category. The first choice for companies looking for an efficient and reliable solution is Freshdesk; it is currently the best help desk solution. Freshdesk has proven to be the leader in ease of use, flexibility, pricing packages, integration, customer support channels, and more. The provider offers an entirely free version of the app for small groups of up to 3 users, making it easy to try other plans with a great free trial.