eCommerce Tools >> Kayako
Customer Review for Kayako
| Review Date
|
2011-06-17 |
| Reviewer
|
Frank Smith - Disappointed Kayako User from UK |
| Rating
|
1 Star or Unacceptable |
| Review Title
|
Kayako V4 Beware |
| Review
|
As a user of Kayako V3 we were fairly happy with what we had. Late last year Kayako released information about their forthcoming V4. Naturally everybody wanted it and many upgraded the moment it was available. We ran V3 and V4 side by side and soon discovered that all was not well. Jamie Edwards took great pain to explain to everybody that this is a new product and was a complete rewrite. It would appear that most of what they had is new or rewritten. What has not changed is that the structure of the system does not work. The concept, as with V3, is vrilliant but the delivery is astoundlingly dreadful.
V4 was released with over 500 unfixed flaws and many of their customers complained and indeed are still complaining. Some of the basic items (i.e. Mass Mail) have been omitted and when pointed out to them, customers are called that this is a new feature.
In its basic form it is still useable, but gone is the reliability and strength, I would consider that it is not a stable product as it still has some 600 bugs that have not been rectified.
Although the Ajax front end is impressive, it does not always work and entering search items do not always respond correctly. There are no proper search function and reporting is of limited use.
One of the biggest flaws is that they have created Views to give access to departments to specific staff members. This does not work and anybody can virtually se any ticket.
The mail fubctions recently sent out 1,000 of emails to customers with other customers details - Not a good sign.
Kayako have spent money on their web site and Blogg. When asked the will tell you that they have 80 members of staff, but there is little evidence of this as their own support Chat is frequently off-0line. There are support tickets that are 3 months old still unresolved, When checking dev.kayako.com you will see the same 4 names as the programmers - All senior members of the company. Their forum is monitored by Jamie Edwards and if you post something they don't like it gets removed; However, there are enough customers complaining for any prospective customer to keep well away.
The company need to drop their fancy titles and pictures of building they probably will never own, employ some decent programmers and sort out the mess they have got themselves into This is not helped by Jamie Edwards attitude to the truth as he continually makes promises that neither he nor Kayako can keep.
There are other companies who are working on similar products that will actually work once released - the most impressive is the VisionHelpdesk - Watch their space.
Message to to Kayako - Your customers recommendation is your business. Without them you won't have a business. |
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