Every June in Lisbon, the air fills with the smoky scent of grilled sardines. Streets overflow with dancers, paper lanterns, and impromptu parties celebrating the Feast of Saint Anthony. But the real star of the show? The humble sardine. Locals even dress up like fish. Restaurants prepare weeks in advance. Why? Because they know what’s coming and practice proactive support. They don’t wait for the sardine frenzy to clog their kitchens—they prepare early, anticipate needs, and scale up operations accordingly.

Oddly enough, that’s exactly what great customer service looks like today.

Businesses don’t have the luxury of being reactive anymore. Waiting for a flood of support tickets before scrambling to help customers is like grilling your first sardine after the line’s wrapped around the block. You’re already too late.

Enter Kayako, the customer service platform that does for support what Lisbon’s sardine sellers do for summer: anticipate demand before it hits.

From Reactive to Proactive Support: The Kayako Way

Most support teams spend over two-thirds of their time answering the same repetitive questions. “How do I reset my password?” “Where’s my order?” “Is this thing gluten-free?” Every minute spent re-answering those is a minute lost to more complex, impactful issues.

Kayako flips this equation on its head by embedding proactive intelligence throughout your support journey:

AI-Suggested Responses
From the moment a ticket lands, Kayako generates high-confidence suggested replies based on your existing knowledge base. Agents don’t have to start from scratch—they just review, personalize if needed, and hit send. It’s like having a sous-chef prep the sardines so the grill master can focus on flavor.

Self-Learning Mode
Kayako watches what your team does well—and learns from it. Every resolved ticket improves the system’s ability to suggest better replies next time. It’s continuous improvement, powered by your team’s own expertise, minus the extra effort.

AI Ticket Summaries & Ticket Assistant
Long threads? Complicated conversations? No problem. With just a click, agents get instant ticket summaries or can chat with the ticket itself to pull key info. No more endless scrolling or guesswork. It’s like skipping to the best part of the customer story.

The Power of Proactive Support

Imagine a support team that doesn’t just wait for customers to raise their hands—but notices when a customer is quietly drowning and throws them a lifeline. That’s what Kayako empowers you to do.

By embedding AI deeply into your workflows, Kayako helps teams:

• Preempt issues before they escalate
• Automate repetitive tasks, freeing agents for high-value conversations
• Scale support without increasing headcount
• Deliver personalized, lightning-fast service, even under pressure

This isn’t just automation for automation’s sake. It’s a shift in philosophy—from reacting to enabling, from responding to anticipating. And in an age where customer expectations move faster than ever, that shift can mean the difference between loyalty and churn.

What Sardines and Support Have in Common

Lisbon doesn’t celebrate sardines because they’re trendy. They celebrate them because they’re timeless, local, and—when handled right—delightful. The same goes for customer support. It’s not about flashy tools or hollow promises. It’s about meeting people where they are, before they even realize they need help.

Kayako isn’t just an ai-powered helpdesk. It’s your proactive partner in delivering smarter, more human customer service at scale.

So go ahead. Be the team that’s ready before the sardine crowd shows up.