The kayako suite of support products allows an unrestricted environment for you to full support your customers. Offering a wealth of features, the support suite is available in differnet "flavours" to allow complete flexibility:

Kayako Support Suite

Kayako SupportSuite offers true integrated Multi-Channel solution allowing you to manage your emails, online issues, chats, self service and issues received by phone. The entire system has been designed to improve productivity and provide seamless integration between all the available modules. With rich AJAX based interface and unmatched features like IRS, VoIP, ViewShare you can be assured that your client issues are not only handled in a timely but efficient manner. Some key features of the product include:

• AJAX based Rich User Interface
• Active Directory (LDAP), vBulletin, ModernBill integration
• ViewShare feature allowing you to guide your clients in realtime
• Staff to Staff Voice Chats
• SLA's, Work Schedules and Escalations
• Detailed Reports and Analytics
• Microsoft® Outlook® Integration
• Teamwork module allowing you to create shared Events, Contacts and Tasks

Includes eSupport and LiveResponse.

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eSupport

Service Level Agreements (with Work Schedules & Escalations)
Service Level Agreement feature of eSupport allows you to create different set of agreements which are tied into your work schedule that guarantee a response to your clients within a specified time frame. You can even extend it further and create a set of Escalation rules that make sure that the information flows from one level of organization to another depending on whether the SLA was met or not.

Instant Response System (IRS)
IRS or Instant Response System displays realtime results from your knowledgebase to your clients before they submit the tickets. Not only does it cut down heavily on your incoming tickets, it allows your client to view relevant articles from the knowledgebase thus reducing your work load.

Ticket Views
Ticket Views allow you to create different filter sets for your ticket lists. You can choose custom columns, sort fields & order and also filter using additional criteria. To extend it further, You can fetch the same results using RSS feeds enabling you to be up to date with information when you are mobile or combine with other applications that support RSS fetching.

Detailed Reports
eSupport comes with a set of detailed reports that allows you to filter information based on date, staff, department or client. You can find out if a given SLA was met for a customer or what the average response has been under a given time frame. Additionally, The Work Summary report shows exactly when and what actions a staff member carried out under a given time frame.

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LiveResponse

Dedicated Winapp with Realtime Monitoring
Unlike other competing products, LiveResponse has a dedicated Windows Application which allows you to monitor your visitors and answer chats in realtime. As the data is not fetched via browser on a given interval you can rest assured that you wont miss on any communication with your visitors.

Search Engine Integration
LiveResponse allows you to view which search engines your visitor came from and also see which exact search query they used, You can watch the result of your PPC campaigns in realtime.

Push URL, Image, Code
LiveResponse allows you to Push URLs, Images or Highlighted Code to your visitors. The pushed data is automatically displayed and in case of URLs, a corresponding window is automatically opened on the clients computer.

ViewShare Screen Sharing
ViewShare feature allows you to display your desktop to your site visitors. You can now guide your visitors in realtime or give a presentation without them having to install any third party application. Helping your clients has never been easier.

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