Company Overview
Kayako is a classic help desk and customer service platform founded in 2001 by Varun Shoor and Virat Khurana, with headquarters in London, UK and a major R&D center in Chandigarh, India. Kayako is best known for its "Unified Inbox" — a single workspace that consolidates email, live chat, phone, and social media messages, enabling support teams to manage all customer requests without switching between multiple tools.
Kayako's design philosophy centers on the "customer journey" — it threads together a customer's conversation history, ticket records, and behavioral data to give agents a complete understanding of each individual, enabling more personalized and empathetic service.
Core Products
Kayako offers the following core products and services:
| Product/Service | Description |
|---|---|
| Kayako Help Desk | Core ticketing system with multi-channel unified inbox |
| Kayako Live Chat | Website live chat tool supporting proactive conversations |
| Kayako Knowledge Base | Self-service knowledge base builder for customer self-help |
| Kayako In-App Messenger | In-app instant messaging component for web and mobile apps |
| Kayako Voice | Phone support integration with call recording and ticket linking |
| Kayako API | RESTful API for integrating support data with third-party systems |
Key Competitors
Kayako competes with the following products in the global customer service platform market:
- Zendesk — Market-leading comprehensive customer service platform
- Freshdesk — Help desk system known for ease of use and flexible pricing
- Intercom — Modern messaging-centric customer communication platform
- Help Scout — Simple, email-focused customer service tool
- LiveChat — Live chat-centric customer service solution
- Gorgias — Customer service platform built specifically for ecommerce
