Kayako customers may want to know why the Kayako support team uses Zendesk to support them and not our own product.
This article provides some talking points regarding the above query.
Kayako’s customer support function was migrated from the Think3 team to the centralized support team. This move was made to give Kayako customers an enhanced support experience that allows for 24x7 coverage, phone support for Platinum customers, increased responsiveness due to the number of agents supporting the product, and an updated knowledge base. The centralized support team has used Zendesk as their customer support platform for several years. Therefore, as part of this change, Kayako customers will also be using Zendesk to create support tickets.
We believe that Kayako is the best customer support platform on the market, a belief so strong that we acquired the company. That belief has not changed. The decision to transition Kayako Customer Support to our central customer support team was made to provide a more scalable, responsive support team for Kayako customers. Transitioning customer support to the centralized team of Kayako’s parent organization will also allow Kayako’s operational resources to stay focused on product innovation. It’s important to know that our central team’s use of a competing support platform predates our acquisition of Kayako. While we will still use Kayako internally for other purposes, our first-hand experience using a competing platform will inevitably help us make Kayako even better.