--- 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, Russisch, Schwedisch, 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 (62 insgesamt) - 123FormBuilder - ActiveCampaign - Adobe Commerce - Alchemer - Basecamp - BigCommerce - Campaign Monitor by Marigold - Chargebee - Constant Contact - Dropbox - Drupal - Eventbrite - FreshBooks - Geckoboard - GetResponse ... und 47 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. [Freshdesk](https://www.capterra.com.de/software/124981/freshdesk) — 4.5/5 (3486 reviews) 2. [Salesforce Sales Cloud](https://www.capterra.com.de/software/61368/salesforce) — 4.4/5 (18812 reviews) 3. [Zendesk Suite](https://www.capterra.com.de/software/164283/zendesk) — 4.4/5 (4094 reviews) 4. [LiveAgent](https://www.capterra.com.de/software/102188/liveagent) — 4.7/5 (1789 reviews) 5. [LiveChat](https://www.capterra.com.de/software/62194/livechat) — 4.6/5 (1728 reviews) ## Nutzerbewertungen ### "Kayako Classic (On-Premise) is a solution that covers all areas of support and more." — 5.0/5 > **Christian** | *22. Juni 2018* | Computer-Software | Empfehlungsbewertung: 10.0/10 > > **Vorteile**: It covers many areas of daily conversation handling activities: Ticket, Incident, Problem, and Complaint handling situations. If the basics do not suffice, custom fields and tracking options help iron out missing pieces. It contains a Knowledgebase that allows you to record Articles and information. Survey system (very handy for Event-Driven Surveys); Reporting options and quick access to tickets. One of the KEY FEATURES is that the tool is FAST and keeps a focus on the work area for staff, rather cluttering everything with detail fields. Finally, the web-interface is fully customizable and very useful in granting options to access the conversation handling tool. Did I mention Kayako Services being great in helping to resolve questions and issues when contacted? They do this very well\! > > **Nachteile**: It lacks a few items that I wish would be included (software is always under constant development, and Kayako customer service is very responsive and friendly): proper comprehensive auditing when tickets are handled (like automatically submitted communications recorded with date and time); Complaint Handling structures based on tickets; improved linkages between tickets (though possible it is not done in a single click); KBA link to tickets; Reporting is nice though it lacks options to customize charts, colors and the way detail can be presented (formatting through configuration rather customization). Another drawback in a recent release is that a lot of browser cell padding has been introduced causing the display of elements unnecessarily spread out across a regular HD monitor. Luckily this can be customized using CSS injection or system-wide CSS manipulation. > > Customer Service Improvements resulting in winning a German Golden Stevie Award 2018. ----- ### "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