Kayako is a customer service platform that provides help desk solutions for enterprise clients, focusing on enhancing the customer service experience. It offers two main products:
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Kayako Classic (KC): This is the previous generation of the product, available for both on-premise and hosted deployments. It is built using the in-house SWIFT application framework.
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The New Kayako (TNK): This is the latest version, a multitenant SaaS solution that is a complete rewrite of Kayako Classic. It is built on an in-house application framework called Novo and offers a unified interface for managing customer interactions across multiple channels such as email, chat, and social media.
Kayako aims to provide a seamless customer service experience by integrating various communication channels into a single platform, allowing Customer Service Representatives (CSRs) to manage interactions efficiently. It also includes features like smart routing of cases, configurable automations, and real-time analytics on CSR performance.
Key Features:
- Multi-Channel Support: Integrates email, chat, social media, and more into a single interface.
- Customer Journey: Provides a unified timeline of all customer interactions.
- Automations and SLA Management: Configurable business rules and service level agreements to ensure timely responses.
- Analytics and Reporting: Real-time insights into CSR performance and customer service operations.
- Integration Capabilities: Public APIs for extending functionality and integrating with external applications.
Kayako is positioned as a solution for businesses of all sizes that require a robust, white-labeled customer service platform.
Thanh Dinh
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