Kayako Strengths, Domain Expertise, and Key Differentiators
Kayako is a customer support platform with an integrated help desk, live chat, shared inbox, and more that helps teams be more productive while delivering customer service.
Kayako Recent Developments
Kayako AI was announced in mid‑July 2024 and was rolled out to all Cloud customers in phased waves through September 2024 at no additional cost . The feature provided automated ticket triage, AI‑suggested reply drafting, and sentiment‑aware routing to help support teams streamline workflows and prioritize urgent issues .
Kayako Mergers and Acquisitions (M&A) Activities
In March 2018, Kayako was acquired by ESW Capital to further invest in creating a unified support experience centered around an integrated chat platform.
Kayako Customers in ARTW Customer Database
Leveraging a rigorous data-centric research methodology, APPS RUN THE WORLD asks the simple question: Who’s buying Kayako applications and why? And we provide the answers – supported by decades of research – to our clients around the world. Our Customer database has over 100 data fields that detail company usage of Kayako and other enterprise apps by function, customer size, industry, location, implementation status, partner involvement, Line of Business Key Stakeholders and IT decision makers contact details. List of Verified Kayako Platform customers.
Kayako Overview
2028 E Ben White Blvd, Ste 240-2650
Austin, TX, 78741, United States
1 646-776-5965
Ownership: - ESW Capital
Number of Employees: 100
Functional Markets: Collaboration, CRM,
Key Verticals: Aerospace and Defense, Automotive, Banking and Financial Services, Communication, Construction and Real Estate, CPG, Distribution, Education, Government, Healthcare, Insurance, Leisure and Hospitality, Life Sciences, Manufacturing, Media, Non Profit, Oil Gas Chemicals, Professional Services, Retail, Transportation, Utility,
Kayako Key Enterprise and Cloud Applications
Kayako Platform
Kayako Revenues, $M:
| Type/Year | 2023 | 2024 | YoY Growth, % |
|---|---|---|---|
| Total Revenues, $M | Subscribe | Subscribe | Subscribe |
| Enterprise Applications Revenues, $M | Subscribe | Subscribe | Subscribe |
| Cloud Applications Revenues, $M | Subscribe | Subscribe | Subscribe |
* Enterprise Applications Revenues = License + Support & Maintenance + SaaS
** All revenue figures are estimates based on public records, Cloud and Non-Cloud business models in Apps Run The World's vendor database, and annual survey results including vendor feedback.
Kayako Revenue Breakdown By Type, $M:
Kayako Enterprise Applications Revenues By Functional Markets, $M:
Kayako Enterprise Applications Revenues By Verticals, $M:
Kayako Revenues By Region, $M
| Region | % of Total Revenues | 2024 Total Revenues, $M | 2024 Enterprise Applications Revenues, $M | 2024 Cloud Applications Revenues, $M |
|---|---|---|---|---|
| Americas | Subscribe | Subscribe | Subscribe | Subscribe |
| EMEA | Subscribe | Subscribe | Subscribe | Subscribe |
| APAC | Subscribe | Subscribe | Subscribe | Subscribe |
| Total | Subscribe | Subscribe | Subscribe | Subscribe |
Kayako Direct vs Indirect sales
| Type | Direct Sales | Indirect Sales | Total |
|---|---|---|---|
| Type % | Subscribe | Subscribe | Subscribe |
| Revenues, $M | Subscribe | Subscribe | Subscribe |
Kayako Customers - Breakdown by Geo, Size, Vertical and Product
List of Verified Kayako Customers
No. of Kayako Customers: 30000
No. of Kayako Enterprise Applications Customers: 30000
No. of Kayako Cloud Customers: x
No. of Kayako Cloud Subscribers: x
​Kayako supports a diverse clientele, ranging from startups and non-profit organizations to Fortune 100 companies and government agencies. With a customer base exceeding 30,000 organizations, notable clients include SEGA of America, NASA, Toshiba, MTV, FedEx, Warner Bros, Acer, General Electric, RSPCA, Pearson, Stardock, AtomicCrayon, UserZoom, Multiplay, Heriot-Watt University, Sangoma, Milnor, Peugeot, and Avast. This extensive and varied customer portfolio underscores Kayako's adaptability and effectiveness in delivering seamless customer service experiences across different industries and organizational sizes.
Kayako Market Opportunities, M&A and Geo Expansions
​Kayako has significant opportunities to expand its market presence by targeting high-growth sectors like e-commerce and BFSI, leveraging its AI-powered customer service tools to meet increasing demand for personalized, omnichannel support. Additionally, with the Asia-Pacific customer service software market projected to grow at a CAGR of over 22% through 2030, Kayako can capitalize on this trend by extending its reach into emerging markets such as India and China.
Kayako Risks and Challenges
​In 2024, Kayako implemented notable changes to its pricing structure, leading to concerns among its user base. The company introduced two primary subscription plans: the Essential plan at $39 per user per month and the Professional plan at $99 per user per month. Additionally, Kayako introduced a usage-based add-on, charging $1 for each AI-suggested response utilized.
Kayako Ecosystem, Partners, Resellers and SI
​Kayako's partner ecosystem is streamlined, with Holbi Group Ltd. serving as the sole authorized partner for Kayako Classic, its on-premise solution, offering services like custom development, ITIL integration, and specialized modules for asset management and ticket billing. For its cloud-based platform, Kayako provides extensive integration capabilities through open APIs and automation platforms such as Zapier, Make.com, Pabbly Connect, and Integrately, enabling seamless connections with tools like Salesforce, Slack, Trello, and Shopify.
Research Methodology
Data used in research reports are derived from publicly available documents, continuous surveys of applications vendors, customers, resellers, Independent Software Vendors, systems integrators and other verifiable sources.
Vendor shares and market forecast results are based on a combination of existing databases as well as demand side and supply side research conducted throughout the year with validation from vendors, customers, channel partners and documentations such as earnings releases and 10Q and 10K filings, vertical industry studies, regional and country-level statistics from public and private institutions(i.e. colleges, universities, government agencies and trade associations).
For additional information on our methodologies, here's the link:
https://www.appsruntheworld.com/About Ushttps://www.appsruntheworld.com/taxonomy
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