--- description: Kayako : avantages et inconvénients. Lisez les avis clients, consultez les prix et découvrez les fonctionnalités. image: https://gdm-localsites-assets-gfprod.imgix.net/images/capterra/og_logo-e5a8c001ed0bd1bb922639230fcea71a.png?auto=format%2Cenhance%2Ccompress title: Kayako - Avis, notes, prix et abonnements - Capterra Canada 2026 --- Breadcrumb: [Accueil](/) > [Logiciels de support informatique](/directory/30008/help-desk/software) > [Kayako](/software/80775/kayako) # Kayako Canonical: https://fr.capterra.ca/software/80775/kayako Page : 1/8\ Suivant: [Page suivante](https://fr.capterra.ca/software/80775/kayako?page=2) > Kayako est un outil de chat en direct permettant de se connecter rapidement au service client sur tous les appareils et toutes les plateformes. > > Conclusion : 176 utilisateurs lui ont donné la note de **4.0/5**. Figure au meilleur classement pour **Probabilité de recommander le produit**. ----- ## Présentation ### Qui utilise Kayako? Des organisations de tous types et de toutes tailles, de la micro-entreprise à la grande entreprise, font confiance à Kayako pour développer leur service client. ## Statistiques et notes | Métrique | Notation | En détail | | **Note globale** | **4.0/5** | 176 Avis | | Simplicité | 3.9/5 | D'après l'ensemble des avis | | Support client | 3.9/5 | D'après l'ensemble des avis | | Rapport qualité-prix | 3.8/5 | D'après l'ensemble des avis | | Fonctionnalités | 3.8/5 | D'après l'ensemble des avis | | Pourcentage de recommandation | 70% | (7/10 Probabilité de recommander le produit) | ## À propos du vendeur - **Entreprise**: Aurea - **Entreprise fondée en**: 2001 ## Contexte commercial - **Type de licence**: (Version gratuite disponible) (Version d’essai gratuite) - **Public cible**: Travailleur autonome, 2–10, 11–50, 51–200, 201–500, 501–1 000, 1 001–5 000, 5 001–10 000, 10 000+ - **Déploiement et plateformes**: Cloud, SaaS, web, Windows (sur site), Linux (sur site), Android (mobile), iPhone (mobile), iPad (mobile) - **Langues**: allemand, anglais, espagnol, français, italien, néerlandais, portugais - **Pays disponibles**: Allemagne, Australie, Canada, Chine, Inde, Japon, Royaume-Uni, États-Unis ## Fonctionnalités - Accès mobile - Alerts/Escalation - Audit des problèmes - Autoresponders - Base de données de clients - Clavardage et messagerie - Communication multicanal - Enquêtes et feedback - Formulaire hors ligne - Gestion de la base de connaissances - Gestion de la configuration - Gestion des accords de service - Gestion des centres d'appel - Gestion des commentaires - Gestion des contrats/licences - Gestion des courriels - Gestion des flux de travail - Gestion des listes d'attente - Gestion des tickets de support - Logiciels CRM (gestion de la relation client) - Messagerie client en temps réel - Messagerie instantanée - Outils de collaboration - Portail libre-service - Rapports et analyses - Rapports et statistiques - Routage automatisé - Stratégie de marque personnalisable - Suivi des ressources - Tableau de bord - Third-Party Integrations - Visualisation de données ## Intégrations (65 au total) - 123FormBuilder - ActiveCampaign - Adobe Commerce - Alchemer - Basecamp - BigCommerce - Campaign Monitor by Marigold - Chargebee - Constant Contact - Dropbox Business - Drupal - Eventbrite - FreshBooks - Geckoboard - GetResponse ... et 50 intégrations supplémentaires ## Ressources d'aide - Service client/courriel - FAQ/forums - Base de connaissances - Support téléphonique - Support 24/7 (réponse directe) - Chat/Clavardage ## Category - [Logiciels de support informatique](https://fr.capterra.ca/directory/30008/help-desk/software) ## Catégories connexes - [Logiciels de support informatique](https://fr.capterra.ca/directory/30008/help-desk/software) - [Plateformes de service client](https://fr.capterra.ca/directory/22/customer-service/software) - [Logiciels de gestion des services d'assistance](https://fr.capterra.ca/directory/30675/issue-tracking/software) - [Logiciels de chat (clavardage)](https://fr.capterra.ca/directory/30797/live-chat/software) - [Logiciels CRM](https://fr.capterra.ca/directory/32315/customer-support/software) ## Logiciels similaires 1. 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[Tidio](https://fr.capterra.ca/software/144040/tidio-chat) — 4.7/5 (590 reviews) ## Avis ### "Fast turn arounds with Kayako" — 4.0/5 > **Taylor** | *22 février 2025* | Hôtellerie | Taux de recommandation : 7.0/10 > > **Avantages**: I like how quickly my issues have been resolved using this platform. > > **Inconvénients**: The interface can be quite cluttered creating a tricky navigation at times. > > Overall, my experience has been good. typically resolutions are provided quickly and adequately. ----- ### "Simple Customer Support Management" — 5.0/5 > **Ava** | *8 octobre 2024* | Logiciels | Taux de recommandation : 9.0/10 > > **Avantages**: I was able to resolve a customer issue quickly by tracking their ticket and providing a solution, all in one platform. > > **Inconvénients**: When I tried to find a specific report, the cluttered interface made it hard to locate the feature. > > Kayako is helpful for managing customer support efficiently, but the interface could be more user-friendly. It’s great for solving issues but navigating it can sometimes be a challenge. ----- ### "A KB that is actually helpful" — 4.0/5 > **David** | *21 avril 2026* | Télécommunications | Taux de recommandation : 9.0/10 > > **Avantages**: The piece I didn't expect to love is the knowledge base that Kay (the AI agent built into Kayako) generates on its own. Any time a ticket gets kicked over to a human because Kay couldn't resolve it, Kay watches how the human handled it and drafts a KB article from that interaction. You approve or tweak the draft, publish it, and Kay handles that ticket type unassisted from then on. Nobody on my team sat down to write articles. Six weeks in we had around 30 new ones in our help centre that the system had effectively written for us, and our resolution rate kept inching up because every gap in Kay's knowledge was getting patched automatically. > > **Inconvénients**: Analytics is the weak spot. Two of my agents hit a wall trying to pull a fairly standard report and I ended up opening a support ticket just to get the steps. The data is all there, it's just buried under menus that aren't laid out intuitively. The reporting side of the product needs the same thoughtful UX work that the rest of it has had. > > Day to day, Kay handles the top of the funnel so cleanly that my team barely touches password resets, account questions, or the usual repetitive stuff any more. What surprised me was how much of it happens quietly in the background: ticket routing, KB drafting, first-pass resolutions. I check in on it rather than babysit it. The team now spends their time on the complex issues that actually need judgement, which is what I wanted a support tool to enable in the first place. A few months in, the thing I keep coming back to is that the product gets better every week without us doing anything. ----- ### "Kayako - It filled a need, but was replaced" — 3.0/5 > **Barbara** | *27 juin 2022* | Enseignement supérieur | Taux de recommandation : 3.0/10 > > **Avantages**: Kayako handles general ticketing and routing reasonably well. It also provides a good self-service portal for end-users. > > **Inconvénients**: The complexities of building usable reports made the reporting part of the system unusable. Although the system was overall a decent system, we found that the costs and lack of support from the company were the biggest reasons we stopped working with Kayako. > > Kayako served it's purpose for several years and did a good job overall. ----- ### "Kayako AI agent was a game-changer. Better than our human agents" — 5.0/5 > **Uba** | *15 avril 2026* | Marketing et publicité | Taux de recommandation : 9.0/10 > > **Avantages**: What made Kayako click for our team was the way the AI agent Kay gets introduced. Kay doesn't get switched on as an autonomous agent on day one. It drafts replies and puts them in front of your agents first. They read, adjust if needed, send. For about two weeks that's all it is, a drafting assistant. Then you start noticing the drafts need less and less adjustment. At some point your agents are just clicking send. That's when we started turning on autonomous handling, category by category. Billing questions first, account management second, the standard FAQ questions last. Three weeks or so before the team stopped hovering. > > **Inconvénients**: They don't really have any great options for voice. It wasn't a deal breaker, but it would have been nice. I had to use a workaround. ----- Page : 1/8\ Suivant: [Page suivante](https://fr.capterra.ca/software/80775/kayako?page=2) ## Liens - [Afficher sur Capterra](https://fr.capterra.ca/software/80775/kayako) ## Cette page est disponible dans les langues suivantes. | Langue | URL | | de | | | de-AT | | | de-CH | | | en | | | en-AE | | | en-AU | | | en-CA | | | en-GB | | | en-IE | | | en-IL | | | en-IN | | | en-NZ | | | en-SG | | | en-ZA | | | es | | | es-AR | | | es-CL | | | es-CO | | | es-CR | | | es-DO | | | es-EC | | | es-MX | | | es-PA | | | es-PE | | | fr | | | fr-BE | | | fr-CA | | | fr-LU | | | it | | | ja | | | nl | | | nl-BE | | | pt | | | pt-PT | | ----- ## Données structurées