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case study

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.

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