Shared Inbox Software
Unify customer conversations from all channels in one collaborative inbox.
Executive Summary
Kayako's Shared Inbox Software is a customer support solution designed to centralize and streamline customer interactions. It enables teams to manage conversations originating from various channels, such as email, chat, and social media, within a single, unified inbox. This approach fosters collaboration among support agents, ensuring that all team members have a complete view of customer history and ongoing issues. The platform leverages AI capabilities to enhance efficiency, offering features like AI ticketing and intelligent routing to optimize response times and improve resolution rates. By consolidating communication and providing tools for team collaboration, Kayako aims to eliminate silos, reduce response delays, and deliver a more consistent and effective customer service experience. Kayako positions its shared inbox as a robust tool for businesses looking to scale their customer support operations, offering enterprise-grade features with competitive pricing. It supports integrations and provides a flexible API for custom development, allowing organizations to tailor the solution to their specific operational needs and integrate it seamlessly with existing systems.
Use Cases
- Centralizing customer emails from multiple addresses (e.g., support@, sales@) into one team inbox.
- Collaborating on customer inquiries, assigning tickets, and tracking resolution progress among support agents.
- Managing customer interactions across various channels like email, live chat, and social media from a unified interface.
- Providing faster and more consistent customer responses by having full context of past conversations.
- Onboarding new support agents quickly with access to shared knowledge and conversation history.
Features
Visibility
- Unified Inbox View: Provides a single interface to manage customer conversations from all integrated channels.
- Conversation History: Offers a complete timeline of past interactions with each customer for full context.
- Team Collaboration Tools: Enables agents to collaborate on tickets, assign tasks, and share internal notes.
Intelligence
- AI Ticketing: Automates the categorization, prioritization, and routing of incoming support tickets.
- Smart Suggestions: Provides agents with AI-driven recommendations for responses or knowledge base articles.
Support
- Multi-Channel Support: Manages customer interactions across email, live chat, and other communication channels.
- Ticket Management: Tools for creating, assigning, tracking, and resolving customer support tickets.
- SLA Management: Helps define and enforce service level agreements to ensure timely responses and resolutions.
Technical Specifications
- Architecture
- Proprietary REST API implementation based on resources, allowing for flexible integrations.
- Deployment
- SaaS
- API Available
- Yes
Integrations
- Zapier
Security & Compliance
Certifications: SOC 2, GDPR
Pricing
- Model
- Subscription-based
- Starting Price
- Contact sales
- Target Customer
- SMB,Mid-Market,Enterprise
About Kayako
Kayako is a customer service software company that provides cloud-based and on-premise help desk, CRM, and live chat software. Acquired by ESW Capital in 2018, Kayako now focuses on an AI Help Desk Platform to clear backlogs, raise CSAT, and speed responses for businesses of all sizes.