Reseña de Kayako: ventajas, desventajas, funciones y precios

Kayako destaca por su diseño intuitivo y sus sólidas integraciones, lo que lo convierte en una de las mejores opciones para mejorar las experiencias de atención al cliente.

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By Tim Fisher

Revisamos las herramientas de manera independiente, y las comisiones ayudan a financiar nuestras pruebas. Consulta nuestra política de transparencia, nuestra metodología o sugiere una herramienta.

Kayako is a customer service software for teams that need to manage customer conversations across email, live chat, and social channels from one place. What sets it apart from a tool like Freshdesk is how it surfaces the full customer journey inside every conversation. Where Freshdesk focuses on ticket management, Kayako's SingleView feature gives agents a complete history of every interaction a customer has had—making it the stronger pick if your team wants context-first support rather than a ticket-first workflow.

Kayako Evaluation Summary

Kayako is a unified support platform that helps businesses manage customer interactions efficiently.
Customer rating

4/5

Pricing
  • From $1/resolved ticket
  • Not available

Por qué confiar en nuestras recomendaciones de software

6,700+

Reviews

20

Industry experts

16+

Evaluation factors

14

Years

Nuestro equipo lleva probando y evaluando software desde 2012. Como líderes de CX, sabemos lo difícil —y lo importante— que es elegir el software adecuado.

Para esta guía, evaluamos las herramientas mediante pruebas prácticas e investigación independiente, puntuando las herramientas según nuestros criterios de selección.

Nuestras reseñas reflejan nuestro criterio editorial humano, no un discurso de ventas.

Kayako Overview

In my opinion, Kayako is a solid choice as help-desk software for teams looking for a customer service platform that balances essential features with user-friendly operation. Its standout features, such as robust ticket management and live chat, make it particularly useful for support teams that handle high volumes of customer interactions. While Kayako’s pricing might be a bit steep for smaller companies, the comprehensive support, and onboarding processes justify the investment for larger teams. The interface is generally intuitive, though some users might find the navigation slightly cumbersome. Compared to competitors like Zendesk, Freshdesk, and Zoho, Kayako's real strength lies in its responsive customer support and integration capabilities. If your team values these aspects, Kayako could be an excellent fit for your customer service needs.

Is Kayako Right For Your Needs?

Who Would be a Good Fit for Kayako?

Kayako is a solid choice for small to medium-sized businesses that prioritize customer support and engagement. Its robust ticketing system, friendly user interface, routing, and multi-channel communication capabilities make it ideal for teams handling a high volume of customer queries. If your team values collaboration, AI-powered automation of repetitive tasks, automated SLA notifications, and needs a tool to manage support tickets efficiently, Kayako's shared inbox and real-time collaboration features will support your work well.

  • Small Businesses
    Kayako offers an affordable solution with essential features like live chat and email integration, perfect for small businesses looking to enhance customer service and make the workflow efficient without breaking the bank.
  • E-commerce Companies
    If you're in e-commerce, Kayako's integration with various platforms ensures seamless order tracking and customer communication, helping you manage customer inquiries effectively.
  • Support Teams
    Support teams benefit from Kayako's robust ticketing system, which helps manage and prioritize customer issues efficiently, ensuring quick and effective responses.
  • Startups
    For startups, Kayako provides scalability with essential features like self-service portals and knowledge bases, enabling you to grow your customer support operations as your business expands.
  • Healthcare Providers
    Healthcare providers can use Kayako's secure and compliant communication features to manage patient inquiries and support, ensuring patient confidentiality and efficient service.
  • Educational Institutions
    Educational institutions can leverage Kayako's omni-channel support to handle student and faculty queries across different platforms, providing timely and organized responses.

Who Would be a Bad Fit for Kayako?

If your team needs advanced analytics or robust CRM capabilities, Kayako might not be the best fit. It focuses on customer service and support, lacking in-depth analytics and CRM features that some businesses require. For instance, if you're in a data-driven industry needing comprehensive reporting tools, Kayako's offering might fall short. Additionally, for large enterprises requiring extensive customization, Kayako's feature set may be too limited.

  • Large Enterprises
    Kayako's features may not scale well for large enterprises needing extensive customization and integrations.
  • Data-Driven Companies
    If your work relies heavily on advanced analytics, Kayako's lack of comprehensive reporting tools could be a limitation.
  • Sales Teams
    For those needing robust CRM functionalities, Kayako's focus on customer support might not meet your requirements.
  • E-commerce Businesses
    If your business needs detailed transaction tracking and customer purchase history, Kayako might not suffice.
  • IT Departments
    For IT service management requiring specialized tools, Kayako's general customer service focus may not align with your needs.
  • Marketing Agencies
    If your agency needs tools for managing campaigns and client relationships, Kayako's limited CRM features might not support your work.

Cómo Probamos y Evaluamos Herramientas

Hemos pasado años construyendo, refinando y perfeccionando nuestro sistema de evaluación y puntuación de software. La rúbrica está diseñada para capturar los matices de la selección de software y lo que hace que una herramienta sea eficaz, centrándose en los aspectos críticos del proceso de toma de decisiones. A continuación, puedes ver exactamente cómo funcionan nuestras pruebas y puntuaciones en siete criterios. Esto nos permite ofrecer una evaluación imparcial del software basada en funcionalidad principal, características destacadas, facilidad de uso, incorporación, soporte al cliente, integraciones, opiniones de clientes y la relación calidad-precio.

Funcionalidad Principal (25% de la puntuación final)

El punto de partida de nuestra evaluación siempre es la funcionalidad principal de la herramienta. ¿Tiene las funciones básicas que un usuario esperaría? ¿Alguna de esas funciones principales está bloqueada en planes de precios más altos? Consideramos que una herramienta debe estar a la par de las capacidades básicas de sus competidores.

Características Destacadas (25% de la puntuación final)

A continuación, evaluamos aquellas características poco comunes y destacadas que superan la funcionalidad principal típica de herramientas de ese tipo. Una puntuación alta refleja funciones especializadas o únicas que hacen que el producto sea más rápido, eficiente o que aporte un valor adicional al usuario. También evaluamos lo fácil que es integrar la herramienta con otras que típicamente se utilizan en el ecosistema tecnológico para ampliar la funcionalidad y utilidad del software. Las herramientas que ofrecen abundantes integraciones nativas, conexiones de terceros y acceso a API para integraciones personalizadas obtienen la mejor puntuación.

Facilidad de Uso (10% de la puntuación final)

Consideramos lo rápido y sencillo que es ejecutar las tareas definidas en la funcionalidad principal usando la herramienta. El software que puntúa alto está bien diseñado, es intuitivo, ofrece aplicaciones móviles, proporciona plantillas y hace que tareas relativamente complejas parezcan sencillas.

Incorporación (10% de la puntuación final)

Sabemos lo importante que es la rápida adopción del equipo en una nueva plataforma, así que evaluamos lo fácil que es aprender y usar una herramienta con poca formación. Evaluamos cuán rápido un miembro del equipo puede configurarse y comenzar a usar la herramienta sin experiencia. Las soluciones mejor puntuadas requieren poco o ningún soporte.

Soporte al Cliente (10% de la puntuación final)

Revisamos lo rápido y sencillo que es salir de un atasco y encontrar ayuda por teléfono, chat en vivo o una base de conocimientos. Las herramientas y empresas que brindan soporte en tiempo real obtienen la mejor puntuación, mientras que los chatbots obtienen la peor.

Opiniones de Clientes (10% de la puntuación final)

Más allá de nuestras propias pruebas, consideramos el puntaje neto del promotor de los clientes actuales y anteriores. Revisamos la probabilidad de que elijan la herramienta nuevamente para la funcionalidad principal. Un software con alta puntuación refleja un alto puntaje neto del promotor por parte de clientes actuales o anteriores.

Relación Calidad-Precio (10% de la puntuación final)

Por último, considerando todos los demás criterios, analizamos el precio promedio de los planes de nivel inicial frente a las funciones principales y valoramos el resto de los criterios de evaluación. El software que ofrece más por menos obtiene una mayor puntuación.

Core Features

Unified Inbox: Kayako consolidates multiple communication channels such as email, live chat, and social media into one interface. This helps your team manage inquiries efficiently without switching tools.

Customer Identity Management: Automatically merges customer identities across channels, so your team gets a complete view of each customer. This feature ensures all interactions are personalized and informed.

AI-Powered Automation: Automates repetitive support tasks, freeing up your team to focus on complex issues. This boosts efficiency and allows faster response times.

Customizable Help Center: Offers a self-service help center that you can tailor to your brand's needs. It empowers customers to find answers on their own, reducing support tickets.

Real-Time Collaboration: Enables your team to work together on customer issues in real-time. This feature ensures quick resolution and enhances team communication.

Detailed Analytics: Provides insights into team performance and customer satisfaction. You can use these analytics to improve service quality and identify training needs.

Kayako screenshot
Kayako combines all channels into one inbox for faster, more efficient support handling.

Ease of Use

Kayako might not be the most intuitive customer service software out there, but its robust support system makes up for it. Users often find navigating its layers challenging, yet the customer service team is dedicated and thorough, guiding you through any complexities. While some features may seem redundant or hard to find, Kayako's detailed support ensures your team can still make the most of it. Remember, patience with the interface can lead to mastering its full potential.

Kayako screenshot
Kayako can be hard to navigate, but its strong, hands-on support helps users overcome the learning curve.

Integrations

Kayako integrates with Slack, Salesforce, Jira, Trello, Shopify, Magento, BigCommerce, Google Analytics, and Facebook.

Kayako also has a REST API that allows for custom integrations and connects with third-party integration tools such as Zapier.

Kayako Specs

  • Analytics: No
  • API: Yes
  • Batch Permissions & Access: No
  • Call Integration: No
  • Chat: Yes
  • Contact Management: No
  • Contact Sharing: No
  • CRM Integration: No
  • Customer Management: Yes
  • Customer Service: No
  • Dashboard: Yes
  • Data Export: No
  • Data Import: No
  • Data Visualization: No
  • Email Integration: Yes
  • Escalation Management: No
  • External Integrations: No
  • Instant Chat Integration: No
  • Knowledge Base: No
  • Lead Management: No
  • Lead Scoring: No
  • Multi-User: No
  • Notifications: Yes
  • Real-time Alerts: No
  • Scheduling: Yes
  • Self-service Portal: No
  • Social Media Integration: No
  • Support Forum: No
  • Third-Party Plugins/Add-Ons: No
  • Ticket Management: No
  • Workflow Management: No

Alternatives to Kayako

Kayako guides

Kayako FAQs