Texas Tech University All in all, Kayako is hands-down the most feature-rich, user-friendly and flexible platform I’ve come across for customer support. Before we moved into Kayako, we were managing support incidents/requests with a shared Outlook inbox. There was little to no accountability. We could see that an email was read, but had no idea if it had been replied to, and if so, who and when? This created a terrible experience for the customer. Once we implemented Kayako, the customers immediately praised the increased communication, and as a team we immediately noticed an increase in quality of communication and collaboration, especially between our Support and Development teams. We also loved the integrated FAQ/self-service feature. We loaded commonly-requested downloads into a custom

Join for free to read