Kayako Support: An updated impression.

[netFusion]

I have been a Kayako customer now for four years. I've been on both sides of the fence needing help from Kayako Support, both decent and mostly poor experiences in the past.

I do have to say though, that my most recent experiences with contacting support have been very positive.

In the past few months, every ticket that I have opened with support has had someone on my SupportSuite or on my server looking at the problem within hours rather than days or weeks. The quickest was about 10 minutes after posting the ticket to Support.

Although follow up posts to update the status of my tickets have not been as quick, each time that I have been waiting on a response and gotten on the LiveSupport with someone from Kayako, I have been transferred to an actual person that has looked at my ticket and responded with intelligent assistance and/or been able to help me solve the problem, again within hours or at most a day, rather than days or weeks.

So, Jamie, Mahesh, Mohit, Harkirat and anyone else who has helped me solve a problem recently, fantastic job. You have drastically raised the bar as far as the level of confidence I have in Kayako Support. And for this, I thank you.

And to the development staff, another good job! My confidence level in the product is returning. The 3.11.01 release is definitely the most stable to date since the release of v3. I hope to be able to look forward to that same level of stability in future updates and releases.

Eddie

[Jamie Edwards]

Hi Eddie,

I'm glad that you feel things are improving - it is what I and many others have been working on continuously over the last six months, and it is good to see this work has not been done in vain. I know that we still have improvements to make in certain areas, but we are tackling things one at a time.

Thank you for the testimonial; it comes particularly well received from someone who has been a customer with us for such a long time.

[craigbrass]

Maybe start putting these on the main site Jamie.

[Jamie Edwards]

People who look for testimonials will usually check out the forum.

I am against copy/pasting testimonials onto a main site - in my experience they are often perceived to be quite 'tacky', and anyone reading them will know that any testimonial page has been hand picked. It is much better to see them here actually posted under the customer's own name.

It is a more transparent approach, and I also think it is important for users to see some of the complaints posted here so that they can see how they are resolved quickly and effectivley. This is the reason why we allow comments and opinion to be made here on the forum rather than censoring them (which is what a lot of forums such as ours do); I think having others see how effectively we deal with issues that crop up will carry more weight than pretending they never happen.

[PeteV]

That is so very true Jamie. I am glad to see that you have this precious insight in how clients perceive companies like Kayako and products like eSupport.

[craigbrass]

Maybe link directly to this board from the site then.

[Jamie Edwards]

I think that linking to the forum is enough

[PeteV]

When we were looking at eSupport, we found the forum real fast; any smart customer hopefully does that. We never read testimonials, for the same reasons that Jamie mentioned. From this point of view, Kayako's web site appeared to be set-up well.

We were very disappointed in Kayako's own Support Center -- but that was discussed somewhere else in this forum already -- and Kayako will change this in the near future I believe. In particular, a rather useless Knowledgebase, Troubleshooting and Downloads (e.g., the manuals are in the forum). But since the Support Center interface looked decent, this this not scare us away.

Indeed, (recent developements in) this forum is a strong selling point.

Keep it up!

[craigbrass]

Yea, I think Jamie is going to work on this when he has finished the manual stuff he is currently working on.

What about matching the design of the support area with the site too.

[Jamie Edwards]

We want to show off our product 'out of the box' as much as we can

[craigbrass]

Ah yea, you are right.