--- description: Detaillierte Informationen über Kayako zu Benutzerfreundlichkeit, Funktionen, Kosten, Vor- und Nachteilen aus verifizierten Nutzer-Erfahrungen. Lies Ratings & Bewertungen und entdecke ähnliche Tools. image: https://gdm-localsites-assets-gfprod.imgix.net/images/capterra/og_logo-e5a8c001ed0bd1bb922639230fcea71a.png?auto=format%2Cenhance%2Ccompress title: Kayako Erfahrungen, Vor- und Nachteile – Capterra Deutschland 2026 --- Breadcrumb: [Startseite](/) > [Help-Desk-Software](/directory/30008/help-desk/software) > [Kayako](/software/80775/kayako) # Kayako Canonical: https://www.capterra.com.de/software/80775/kayako Seite: 1 / 8\ Weiter: [Nächste Seite](https://www.capterra.com.de/software/80775/kayako?page=2) > Kayako – unkomplizierter Live-Chat zur schnellen Verbindung für den Kundenservice über Geräte und Plattformen hinweg. > > Bewertung: **4.0/5** von 176 Nutzern. Top bewertet für **Weiterempfehlungsquote**. ----- ## Übersicht ### Wer verwendet Kayako? Organisationen aller Art und Größen – von der Kleinstfirma bis zum großen Unternehmen – verlassen sich auf Kayako, um deren Kundenservice zu stärken. ## Kurzstatistiken und Ratings | Metrik | Bewertung | Detail | | **Gesamt** | **4.0/5** | 176 Nutzerbewertungen | | Bedienkomfort | 3.9/5 | Auf Basis der Gesamtbewertungen | | Kundenbetreuung | 3.9/5 | Auf Basis der Gesamtbewertungen | | Preis-Leistungs-Verhältnis | 3.8/5 | Auf Basis der Gesamtbewertungen | | Funktionen | 3.8/5 | Auf Basis der Gesamtbewertungen | | Empfehlungsprozentsatz | 70% | (7/10 Weiterempfehlungsquote) | ## Über den Anbieter - **Unternehmen**: Aurea - **Gegründet**: 2001 ## Gewerblicher Kontext - **Preismodell**: (Kostenlose Version verfügbar) (Kostenlose Testversion) - **Zielgruppe**: Selbstständig, 2–10, 11–50, 51–200, 201–500, 501–1.000, 1.001–5.000, 5.001–10.000, 10.000+ - **Bereitstellungen und Plattformen**: Cloud, SaaS, webbasiert, Windows (On-Premise), Linux (On-Premise), Android (mobil), iPhone (mobil), iPad (mobil) - **Unterstützte Sprachen**: Deutsch, Englisch, Französisch, Italienisch, Niederländisch, Portugiesisch, Spanisch - **Verfügbare Länder**: Australien, China, Deutschland, Indien, Japan, Kanada, Vereinigte Staaten, Vereinigtes Königreich ## Funktionen - Alerts/Escalation - Automatisiertes Routing - Autoresponders - Berichterstattung / Analyse - Berichterstattung und Statistik - CRM - Call-Center-Management - Chat / Messaging - Dashboard - Datenvisualisierung - E-Mail-Management - Echtzeit-Chat für Kunden - Feedback-Management - Konfigurationsmanagement - Kundendatenbank - Kundenspezifisches Branding - Live-Chat - Mobiler Zugriff - Multi-Channel-Kommunikation - Offline-Formular - Self-Service Portal - Service Level Agreement (SLA) Management - Supportticket-Management - Third-Party Integrations - Umfragen & Feedback - Verfolgen von Vermögensanlagen - Vertrags-/Lizenz-Management - Warteschlangenmanagement - Werkzeuge zur Zusammenarbeit - Wissensbasis-Management - Workflow-Management - Überprüfung von Vorfällen ## Integrationen (65 insgesamt) - 123FormBuilder - ActiveCampaign - Adobe Commerce - Alchemer - Basecamp - BigCommerce - Campaign Monitor by Marigold - Chargebee - Constant Contact - Dropbox Business - Drupal - Eventbrite - FreshBooks - Geckoboard - GetResponse ... und 50 weitere Integrationen ## Optionen für Kundensupport - E-Mail/Helpdesk - FAQ/Forum - Wissensdatenbank - Telefon-Support - 24/7 Live-Support - Chat ## Category - [Help-Desk-Software](https://www.capterra.com.de/directory/30008/help-desk/software) ## Ähnliche Kategorien - [Help-Desk-Software](https://www.capterra.com.de/directory/30008/help-desk/software) - [Kundenservice Software](https://www.capterra.com.de/directory/22/customer-service/software) - [Issue Tracking Software](https://www.capterra.com.de/directory/30675/issue-tracking/software) - [Live-Chat Software](https://www.capterra.com.de/directory/30797/live-chat/software) - [Kundensupport Software](https://www.capterra.com.de/directory/32315/customer-support/software) ## Alternativen 1. [LiveAgent](https://www.capterra.com.de/software/102188/liveagent) — 4.7/5 (1787 reviews) 2. [Zoho Desk](https://www.capterra.com.de/software/169505/zoho-desk) — 4.5/5 (2213 reviews) 3. [Zendesk Suite](https://www.capterra.com.de/software/164283/zendesk) — 4.4/5 (4080 reviews) 4. [Tidio](https://www.capterra.com.de/software/144040/tidio-chat) — 4.7/5 (590 reviews) 5. [Intercom](https://www.capterra.com.de/software/134347/intercom) — 4.5/5 (1133 reviews) ## Nutzerbewertungen ### "Simple Customer Support Management" — 5.0/5 > **Ava** | *8. Oktober 2024* | Computer-Software | Empfehlungsbewertung: 9.0/10 > > **Vorteile**: I was able to resolve a customer issue quickly by tracking their ticket and providing a solution, all in one platform. > > **Nachteile**: When I tried to find a specific report, the cluttered interface made it hard to locate the feature. > > Kayako is helpful for managing customer support efficiently, but the interface could be more user-friendly. It’s great for solving issues but navigating it can sometimes be a challenge. ----- ### "A KB that is actually helpful" — 4.0/5 > **David** | *21. April 2026* | Telekommunikation | Empfehlungsbewertung: 9.0/10 > > **Vorteile**: The piece I didn't expect to love is the knowledge base that Kay (the AI agent built into Kayako) generates on its own. Any time a ticket gets kicked over to a human because Kay couldn't resolve it, Kay watches how the human handled it and drafts a KB article from that interaction. You approve or tweak the draft, publish it, and Kay handles that ticket type unassisted from then on. Nobody on my team sat down to write articles. Six weeks in we had around 30 new ones in our help centre that the system had effectively written for us, and our resolution rate kept inching up because every gap in Kay's knowledge was getting patched automatically. > > **Nachteile**: Analytics is the weak spot. Two of my agents hit a wall trying to pull a fairly standard report and I ended up opening a support ticket just to get the steps. The data is all there, it's just buried under menus that aren't laid out intuitively. The reporting side of the product needs the same thoughtful UX work that the rest of it has had. > > Day to day, Kay handles the top of the funnel so cleanly that my team barely touches password resets, account questions, or the usual repetitive stuff any more. What surprised me was how much of it happens quietly in the background: ticket routing, KB drafting, first-pass resolutions. I check in on it rather than babysit it. The team now spends their time on the complex issues that actually need judgement, which is what I wanted a support tool to enable in the first place. A few months in, the thing I keep coming back to is that the product gets better every week without us doing anything. ----- ### "Kayako - It filled a need, but was replaced" — 3.0/5 > **Barbara** | *27. Juni 2022* | Hochschulbildung | Empfehlungsbewertung: 3.0/10 > > **Vorteile**: Kayako handles general ticketing and routing reasonably well. It also provides a good self-service portal for end-users. > > **Nachteile**: The complexities of building usable reports made the reporting part of the system unusable. Although the system was overall a decent system, we found that the costs and lack of support from the company were the biggest reasons we stopped working with Kayako. > > Kayako served it's purpose for several years and did a good job overall. ----- ### "Kayako AI agent was a game-changer. Better than our human agents" — 5.0/5 > **Uba** | *15. April 2026* | Marketing & Werbung | Empfehlungsbewertung: 9.0/10 > > **Vorteile**: What made Kayako click for our team was the way the AI agent Kay gets introduced. Kay doesn't get switched on as an autonomous agent on day one. It drafts replies and puts them in front of your agents first. They read, adjust if needed, send. For about two weeks that's all it is, a drafting assistant. Then you start noticing the drafts need less and less adjustment. At some point your agents are just clicking send. That's when we started turning on autonomous handling, category by category. Billing questions first, account management second, the standard FAQ questions last. Three weeks or so before the team stopped hovering. > > **Nachteile**: They don't really have any great options for voice. It wasn't a deal breaker, but it would have been nice. I had to use a workaround. ----- ### "Review for KAYAKO, the best ticket management software." — 5.0/5 > **KENNETH** | *23. Januar 2025* | Baumaterial | Empfehlungsbewertung: 9.0/10 > > **Vorteile**: Ability to see assigned tickets and the ones in your queue. They also have a simple and effective internal tickets management system. > > **Nachteile**: The unusual price increases the and the inability to auto refresh. > > Its the best tickets management software so far because it gets the job done so effectively and efficiently that there is mostly little left for me to do. ----- Seite: 1 / 8\ Weiter: [Nächste Seite](https://www.capterra.com.de/software/80775/kayako?page=2) ## Links - [Auf Capterra anzeigen](https://www.capterra.com.de/software/80775/kayako) ## Diese Seite ist in den folgenden Sprachen verfügbar | Sprache | URL | | de | | | de-AT | | | de-CH | | | en | | | en-AE | | | en-AU | | | en-CA | | | en-GB | | | en-IE | | | en-IL | | | en-IN | | | en-NZ | | | en-SG | | | en-ZA | | | es | | | es-AR | | | es-CL | | | es-CO | | | es-CR | | | es-DO | | | es-EC | | | es-MX | | | es-PA | | | es-PE | | | fr | | | fr-BE | | | fr-CA | | | fr-LU | | | it | | | ja | | | nl | | | nl-BE | | | pt | | | pt-PT | | ----- ## Strukturierte Daten