Front vs. Kayako

I think Front is very useful for every company with multiple teams working together on different emails from clients. Not so useful if a lot of different teams need to work on a request at the same time, because when an email is sitting in multiple shared inboxes things can get messy. Also would not recommend for teams that work is individualized, as team work is the main point of Front.

Incentivized

Kayako is suited for a small company that is just getting started. We are in the web-hosting industry and it was very hard to fully adapt the system the way we would have liked to. Kayako would be very good if you were hosting an ecommerce shop or customer service business where you can look at each customer interaction as separate and not over a long-term period.

Incentivized

• I call them "sticky notes" but Front calls them Comments. It's a way to collaboratively make comments on messages sent to joint inboxes for folks to coordinate a response before it goes back to the sender.
• When exchanging with someone using the Comments feature, someone can create a draft reply and then share it before it goes out. It also includes the typing indicator letting you know they are not just replying, but specifically working on a draft reply. These things are really great for individuals, or teams, that don't sit next to each other.
• Tagging. It's a fairly simple concept, but very useful for classifying notes and being able to manage, what could be, a messy inbox. Additionally, the ability to have your own personal tags really allows the user to manage their own messages in a way that works best for them.

Incentivized

• Gives a very good report on an individual level of what is being done for a customer or corporate issue.
• Easy to understand who has what, what the tickets are about, how long they have been opened and how many times the customer/employee have gone back and forth with each other.
• Nice dashboard view.

Incentivized

• Zoom Meeting Integration as there are some clients who want to have a call immediately.
• Tagging can be improved - looks scattered.
• Calendly Integration, they have their own calendar appointment but it would be good if I don't need to leave the front to set up [calendar] appointments.

Incentivized

• I have not tried to use the actual Workflow function for awhile so this issue may have been resolved. When we tried to use it, it was cumbersome and did not offer much flexibility as to meeting the needs of different departments.
• This may no longer be an issue but if someone was knowledgeable about KQL and knew how another department was set up, they could write a report accessing their data even though they do not have permission to view/edit that departments data.
• Perhaps adding the function of "Read Receipts" to end-users when opening a ticket.
• When a ticket is closed, automatically include information from the initial creation of the ticket so the end user knows at a glance what issue has been resolved without looking up the Ticket ID.

Incentivized

We are very happy with Front and don't anticipate changing

Incentivized

I am no longer with the company that was using this, and they were recently bought out by a larger organization that uses an internally developed software suite. It is unlikely for that reason that they will renew or keep any service with Kayako.

Incentivized

It's very easy to understand and use by new customer support agents as well. Be it a technology, product, or marketing person, we have trained most of the company folks to read and respond to customer conversations in their free time with the help of the Front app. It is also easy to set up for an admin and manage his/her team with communication rules.

Incentivized

I did not come from an IT background and I picked this program up quickly

Incentivized

They are really good, but it takes a while to get back, because of the large time difference to the Eastern US. However, they are very helpful.

Incentivized

The support is good, and it's definitely prompt, but still lags when it comes to technical requirements, as I guess they are slow in developing newer features fast. So no complaints in terms of responsiveness, but yeah, at times it's not very helpful when you need certain features or are blocked on things which can't be unblocked.

Incentivized

• We didn't have to use support too much, but when we did, they were able to assist us and help us make everything work.
• Mostly we used their Online KB and step by step instructions to get all of our issues resolved.

Incentivized

Three years in we are about as happy with Kayako as we could be. We've had several employee's leave and on-boarding new hires was easier than it has ever been as things are uniform and consistent across the entire application.

Incentivized

This is something I am not familiar but it seems like it is [available] in Gmail. Thus I cannot give any feedback about it. What I am sure about is Front works for our team and I see Zoom using the service in the Customer Success Organization in a long run.

Incentivized

Kayako is way more scalable than Spiceworks' helpdesk offering. We had trouble visualizing our current layout within their environment. Zendesk was priced quite a bit higher than Kayako while offering similar functionality. It didn't make sense to want to migrate to a new platform. We have also evaluated various Sharepoint-based help desks, but their speed and reliability did not match our standards for what a help desk should be.

Incentivized

• Quality- with all the benefits given, in just matter of time, all your organization will find it familiar and less effort is needed when composing emails.
• Effectiveness- no one wants to miss an email, or never respond to a possible customer. Front will help you that. If you do not want to send that email now, you can set a timer and Front will send it for you later on.
• Simplicity- Front is not the most difficult app to handle, indeed, it is too easy to learn. From the first moment you will have a guided tour and will learn all the good things that it has for you.

Incentivized

• Kayako has helped our business to grow by allowing us to scale our help desk to accommodate more client companies in an efficient manner.
• Kayako has allowed our customers to have more direct control over their help desk tickets and has made it easier for them to interface directly with our help desk staff.
• The built-in chat features in Kayako that tie to our main website has allowed prospective customers to chat with our sales teams right away, resulting in more business.

Incentivized