Kayako Engage

Kayako Engage is primarily a helpdesk software company, and its live chat feature is designed to play a role in the customer service process.

Best known as a helpdesk software, Kayako is used by thousands of companies around the world. So what happens when they bring this kind of functionality to the world of live chat? Let’s take a look:


Kayako offers five different plans for its live chat and customer service tools, ranging from free to $59 per agent per month.

The Pros

Kayako’s live chat feature naturally connects to its own helpdesk, so if you’re already using one of their other tools, this is an easy way to serve customers proactively in a way that fits their needs.

Chats can be organized, assigned and routed to the appropriate people and departments with the click of a button.

Plus, the platform’s customer activity tracking makes it easy to access all of the data you have on a user at a glance. You can see their site visits, purchases, the marketing emails they’ve received, and even activity on your product or app.

This way, your team will always have the information they need to personalize the customer service experience, without asking additional, unnecessary questions.

The Cons

Currently, Kayako doesn’t currently integrate with other kinds of remote support software. It also uses its own reporting language, similar to SQL, which you’ll want to learn in order to get the most out of its robust support tools.

Tasks that should ordinarily be easy, such as creating an automated support email account, are also a bit complex.

The Verdict

If you’re used to working with Kayako through one of their other products, like their helpdesk, adding their live chat is a simple solution.

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