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(April Fools) An important and major step forward for Kayako – join us

Today has been a long time coming.

We know that all of our customers and the customer support industry have been eagerly anticipating what we have in store.

But no one has been more excited about today than us.

Kayako was incorporated in 2001. Originally a bedroom start-up of Varun Shoor’s, Kayako now is a family of 50 and serves more than 30,000 customers around the world. We have developed three generations of support desk software, and now we are leaning into the future.

Customer support is a means to an end: a means to happy customers. This is our philosophy and our mission statement. It is our job to provide you with the tools and the platform to facilitate excellent, top-notch customer support. Kayako’s next move – our next generation – takes this a level further.

Customer support software has also been a means to a particular end for us. When Varun started Kayako in 2001, he had a definite ten year plan.  Kayako’s decade is approaching, and we’re now able to set out exactly where we are going and where we have always intended to go.

Everything, from the team we have been building to the name of our company, has been in preparation for this year.

Today, Kayako is leaving “customer support software” as we know it.

Today, we are announcing a brand new product line.

Click the link below to continue reading…

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Kayako’s annual end-of-year team festival

On Saturday, the 19th December 2009, we celebrated the first Annual Fest at Kayako. This is the first of what is going to be an annual event, where the whole team (and their families) are invited to a party, everyone an opportunity to celebrate the year, to reflect on what we have achieved and to look forward to the next.

We also use the party as an event to bring together some known faces in information technology – inviting speakers and related dignitaries to give an insight into what Kayako, the government, industry as a whole and the education system is doing for IT in our region.
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Kayako customer service – feedback from customers and a detailed review

Just like our own customers, we take customer support very seriously. We live and breathe good customer service, and are fanatic about continually improving.

We have frequently surveyed groups of customers, asked for feedback and performed internal peer reviews.

Earlier this year, we started to ask every customer who raised any support issue (regardless of how big or small) to rate how they thought their case was handled.

The customer is, after all, the best and most sharp-eyed judge of customer support quality.

We have decided to share the results collected with you. It is important for our customers to see where their investment is going, and we also feel that being transparent about this kind of stuff will pay dividends when it comes to building trust and a good business relationship.

Our support team

Although all of us (including sales agent) give a hand in customer support, our support team is composed of three groups:

  • Support agents – our first level support agents tend to handle questions or issues relating to using Kayako software
  • Service engineers – our second level support agents tend to deal with more complex product related issues, typically relating to implementing Kayako software in an in-house environment
  • Developers – the third level of support who quickly handle any product defects that are reported or identified during the course of case diagnosis

Notable numbers from the surveys

Here is a rundown of some of the notable numbers (monthly averages):

  • 95% of customers are satisfied with our customer support in on a whole.
  • 96% of customers are satisfied with our response speeds and issue resolution times.
  • 96% of customers are satisfied with the quality and clarity of our technical explanations.
  • 98% of customers are satisfied with the quality of our e-mail based communication.

Read More »Kayako customer service – feedback from customers and a detailed review