We love to hear what our customers have to say about our products, and we especially like it when our customers speak for us because they say it best.
ICANN, a happy Kayako customer since 2007, has kindly put together their thoughts about how their Kayako help desk software has helped them to deliver better customer support more efficiently:
“Since 2007 we have used Kayako for helpdesk deployments across the organization. We required a secure, reliable and scalable helpdesk platform on which we could deliver multiple streams of customer support. Kayako provides an out-of-the-box solution that has helped us optimize the way we handle email correspondence.
We predominantly deliver support through tickets and email. In this regard, Kayako enables us to pool all of our email and Internet support correspondence into one place. Our staff log into the control panel to collaborate on tickets and share the workload. From anywhere and any place, our staff and customers can access the helpdesk and update tickets.
Kayako has been an invaluable tool in our consolidation of all sorts of correspondence into one place for better management, the direct result of which has been that we are able to resolve more tickets in less time.
It is often that tickets that come into the helpdesk which require the attention of several people. Tasks such as dispatching, assigning and releasing tickets is made simple by Kayako. We combine this functionality with ticket filters and labels to generate lists of tickets that require attention or the expertise of specific people. We would struggle to this effectively without Kayako because inevitably someone would forget to forward an email or leave someone out of the CC list.
Tickets never go stale or are forgotten about because due time and last update tracking is clear and obvious at all times. We use Kayako’s automatic escalation rules to bring ‘late’ tickets to our attention.
We recommend Kayako to any organization looking to get a grip on their support correspondence, bring resolution times down and provide a simple and intuitive interface for their staff to work with.”
- Naveed, Software Development Manager at ICANN
“Since 2007 we have used Kayako for helpdesk deployments across the organization. We required a secure, reliable and scalable helpdesk platform on which we could deliver multiple streams of customer support. Kayako provides an out-of-the-box solution that has helped us optimize the way we handle email correspondence.ICANN (Internet Corporation for Assigned Names and Numbers) is a private sector, not-for-profit organization established to oversee a range of Internet related issues and tasks.