Activate Your Customer Service Superpowers with Kayako and Zapier


Let’s face it: customer support is a superhero role. You make customers happy, remove roadblocks, and save the day when catastrophes arise. But it can be difficult to do all of that when your faithful sidekicks (in this case, the tools you use to do your job) don’t let you achieve your full potential.

There are two superpowers that are essential for modern customer service: X-Ray Vision, and Telekenesis. Let’s take a look at them, and see how they can help your team be the best heroes they can be.

X-Ray Vision: the ability to see through customer conversations to truly understand them.

For this, you need to be able to understand your customer’s context and know who they are, and what they’re trying to achieve. But for so many businesses, valuable customer information and insight is split across different systems. Often times, support teams don’t have access to the most useful information – and even if they do, who has time to switch between multiple different systems when trying to rescue a cat from a tree or saving the world from a meteor strike?

Telekenesis: the ability to move and control objects to remove obstacles from your path and save time.

Think something and it just… happens. Or better yet, things just happen for you, no thinking required. The power of automation is just that. Whether sharing information or making things happen across the different systems your business uses, automation lets you forget about awkward, manual tasks and spend more time actually helping your customers. But traditional integrations using APIs can be more trouble than they’re worth.

Get superpowers: no radioactive spider required

Unlike fictional superheroes, customer support heroes aren’t born with these native superpowers. Unless you happen to be bitten by a radioactive spider, you’ll probably need to acquire them. But how?

Traditional integration methods between the tools your business uses, while powerful, can be time-consuming, resource intensive, and – worst of all – they’re inflexible. One small change on either side can mean a whole load of pain for you and your team.

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But have no fear: Kayako’s Zapier integration is here!

Introducing the Kayako and Zapier dream team

Zapier (pronounced zanetwork-diagramp-ee-er: Zapier makes you happier!) is an app integration service that lets you connect over 500 apps (such as Hubspot, Atlassian JIRA, Twilio, Shopify, and Trello) to each other – with no code or developer resources required. And that now includes Kayako!

With just a few clicks, customer service teams can create deep integrations between Kayako and the other tools and apps they use today. It really couldn’t be easier to get your apps talking to each other so you can gain those two vital superpowers of modern customer service.

Once connected, Zapier lets you create automation recipes called zaps. These are the specific links between Kayako and the other services you’ve connected on Zapier, and can be as simple or complex as your needs require. Here are two examples:

Simple zap: When someone submits a Wufoo contact form on my website, create an account and case for them in Kayako.

Advanced zap: When someone starts a new case in Kayako asking about billing or payments, look for them in Stripe. If they have a Stripe billing account, add their latest payment information as a note to the Kayako case, then send a Slack notification to your #billing-support channel.

Kayako and Zapier integrations are:

  • Powerful – full API-level integrations without coding
  • Quick – set up a zap in minutes
  • Effortless – no expertise required
  • Flexible – tweak and adapt your zaps to suit your process

To find out more about how to set up Zapier and Kayako as the perfect faithful sidekicks for your team of customer service superheroes, visit Kayako on the Zapier website or take a look at our help article here.

Popular Kayako zaps

Here are some of the most popular zaps that Kayako customers have been using so far.

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Zaps for X-Ray Vision

These zaps help you get more context about your customer, so you can provide relevant, personal, and timely customer support.

Zaps for Telekenesis

These zaps automate some of the manual tasks you might do today, like copying information between systems – giving you more time to focus on helping your customers.

With great power, comes great responsibility

How will you be using your superpowers for good? Let us know what your favorite Kayako and Zapier zaps are in the comments below.

Want to find out more about Kayako?
Kayako is the unified customer service platform, used by over 230,000 customer support heroes around the world to get better at delivering an effortless customer service experience. Learn why: take the tour, join us for a live demo, or start your free trial today.

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