List of Aurea Kayako Customers
Austin, 78741, TX,
United States
Since 2010, our global team of researchers has been studying Aurea Kayako customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Aurea Kayako for Customer Support from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Aurea Kayako for Customer Support include: Khoros, a United States based Professional Services organisation with 1500 employees and revenues of $411.0 million, Namecheap.Com, a United States based Professional Services organisation with 1700 employees and revenues of $336.0 million, Trilogy, a United States based Professional Services organisation with 650 employees and revenues of $80.0 million and many others.
Contact us if you need a completed and verified list of companies using Aurea Kayako, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Aurea Kayako customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight | Insight Source |
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Khoros | Professional Services | 1500 | $411M | United States | Aurea Software | Aurea Kayako | Customer Support | 2025 | n/a | In 2025, Khoros implemented Aurea Kayako to replace its Salesforce based support stack for Customer Support across its United States customer support and CRM operations. The deployment targeted reduction of backlog and operating costs, with Aurea Kayako provisioned to support frontline support agents and CRM aligned case workflows. Aurea Kayako was configured to deliver AI driven ticket triage, automated routing, and seat consolidation, bringing triage intelligence into core service desk workflows. Functional modules emphasized queue prioritization, agent workspace optimization, and workflow automation to accelerate case resolution and reduce agent workload. The implementation covered customer support and CRM use cases across US support teams, with the application reported live within weeks and integrated into existing agent processes rather than requiring a phased multi year replatform. The rollout focused on operationalizing AI driven routing and reducing concurrent seats to streamline support capacity. Governance and rollout used short cycle adoption, with policy updates to escalation and triage rules to reflect the new automated workflows. Outcomes reported by Khoros include a 19% backlog reduction in eight weeks, faster resolution and higher CSAT, and avoidance of approximately $885K in prior Salesforce spend. | |
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Namecheap.Com | Professional Services | 1700 | $336M | United States | Aurea Software | Aurea Kayako | Customer Support | 2021 | n/a | In 2021, Namecheap.Com implemented Aurea Kayako to consolidate multi-channel customer support for its domain and hosting business in the United States. The deployment centralized inbound customer conversations and knowledge resources under a single Customer Support platform to streamline agent handling across email, chat, and ticket channels. The implementation emphasized Aurea Kayako shared inbox capabilities and a self-service knowledge base module to support ticketing workflows, knowledge article authoring, and agent collaboration. Configuration work focused on unified ticket routing and queue management, enabling agents to reference and publish knowledge base content during ticket resolution, consistent with standard Customer Support operational terminology. Governance changes included centralizing support processes and authoring standards for the self-service knowledge base to encourage ticket deflection and consistent responses. According to the vendor case study, the Aurea Kayako deployment improved agent productivity and sped up ticket handling for Namecheap.Com's domain and hosting operations in the United States. | |
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Trilogy | Professional Services | 650 | $80M | United States | Aurea Software | Aurea Kayako | Customer Support | 2025 | n/a | In 2025 Trilogy implemented Aurea Kayako to centralize Customer Support for an 85 product support operation in the United States, initiating a migration from Zendesk to Kayako One that began March 4, 2025 with Zendesk fully shut down by May 28, 2025. The implementation targeted a combined customer support and CRM transformation across Trilogy support teams, focusing on reducing repetitive tickets and lowering support cost through automation. Aurea Kayako was configured with AI driven triage and automation capabilities to automate ticket routing and case consolidation, and to eliminate duplicate and repetitive tickets across the product portfolio. The deployment emphasized rapid onboarding of agents onto the Aurea Kayako platform, workflow automation for first contact resolution, and centralized ticket management consistent with Customer Support operational best practices. Rollout governance followed a compressed timeline with a defined cutover window starting March 4, 2025 and complete shutdown of the prior Zendesk instance by May 28, 2025, enabling Trilogy to reassign staffing and reduce agent headcount while addressing ticket backlog. Trilogy reported large reductions in ticket volume and support cost as direct outcomes of the Kayako One deployment, reflecting the implementation scope across its U.S. support organization. |
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