Kayako: Boosting adoption & reducing churn with faster, richer customer insights 131,000 users, supporting... 100 Million Customers 4x faster to actionable insightsAbout Kayako When Kayako started in 2001, customer service software was clunky, frustrating, or just not there. So Kayako turned boring, confusing software into a customer- and staff-friendly helpdesk. Fast forward to today, and Kayako’s mission has shifted: they now aim to empower their customers to provide proactive service–not simply reactive support. The Challenge So much data, so little context As a product marketing manager at Kayako, James Doman-Pipe helps drive activation during user onboarding, then feature adoption throughout the customer lifecycle. Using Totango and Segment, James and his team could see which users we

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