Kayako

What is Kayako?

Kayako is a customer service platform that unifies all customer conversations across email, live chat, Facebook, Twitter, and self-service into a single, collaborative workspace. The platform's strength lies in its unified customer view that displays complete conversation history, customer information, and context regardless of which channel the customer uses. Kayako's journey-based approach organizes conversations as continuous customer journeys rather than isolated tickets, providing agents with better context and enabling more personalized service. The platform includes live chat with proactive messaging, a knowledge base for self-service, and automation rules for routing and categorization. Team collaboration features allow agents to discuss issues privately, share context, and work together on complex problems. Kayako provides detailed reporting and analytics on team performance, customer satisfaction, and channel effectiveness. With white-label options, custom branding, and flexible deployment (cloud or self-hosted), Kayako serves mid-market and enterprise customers who want to provide consistent omnichannel support.

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