Kayako

Customer service software the way you dreamed it could be. Better conversations, a better customer experience. Used by over 131,000 support heroes 🚀

[Kayako @Kayako]

most companies hire support agents for work that shouldn't exist

"customer can't reset password" → fix the reset flow
"where's my order" → send automated updates
"how do i cancel" → add self-service button

eliminate the problem, not manage the symptom

[Kayako @Kayako]

@theo me using the computer with two hands (no shortcuts):

[Kayako @Kayako]

that's just called GOOD CUSTOMER SUPPORT ;)) 😏😏

here to attend to ur tickets at every minute, every hour!!

[Kayako @Kayako]

zendesk: "AI-powered agent assistance"
freshdesk: "intelligent ticket routing"
intercom: "conversation automation"

kayako: eliminated 47,000 tickets last month

your customers got instant answers
your agents worked on things that matter
your CFO smiled for the first time in years

[Kayako @Kayako]

we love our twitter fans 💜 or are we the fan... WAIT

just trynna be everyone's fav customer support tool!!

[Kayako @Kayako]

everyone thinks scaling support means hiring more humans

zendesk charges extra for AI as you scale
freshdesk nickel-and-dimes every feature
intercom talks about "empowering agents"

we eliminated 80% of the work entirely

choose elimination over optimization

[Kayako @Kayako]

all we did was tell them to have great products w/ good customer support instead of selling dumb courses & this happened 😪😪

[Kayako @Kayako]

your developers get interrupted 15 times daily by support questions

each interruption kills 25 minutes of focus time
your $150-200/hr engineers become expensive customer service reps

thread on the hidden cost of support tickets: 🧵

[Kayako @Kayako]

the best customer experience happens when AI suggested responses feel so natural that customers forget they're talking to automation. ;))

[Kayako @Kayako]

every customer support horror story is a product design failure dressed up as a support problem.

"waited 3 hours for password reset" = broken UX flow
"agent couldn't find my order" = missing automation
"transferred 4 times" = knowledge silos

fix the root cause, eliminate the ticket >>

[Kayako @Kayako]

blah blah blah

[Kayako @Kayako]

btw, customer obsessed means building things customers never have to contact you about ;))

[Kayako @Kayako]

blah blah blah

[Kayako @Kayako]

@FireworksAI_HQ YOOOO THANK U!! 🫡🫡 NEVER KNOW WHICH ONE TO PICK..

[Kayako @Kayako]

@tbpn WE'RE TUNED IN. 🫡🫡

[Kayako @Kayako]

@aidenybai why did it have to think 6 secs for that.. 😭😭

[Kayako @Kayako]

@aidan_mclau okay fine.. my homies & i are thinking about it!! 🙏🙏

[Kayako @Kayako]

@tbpn WE'RE THERE WAITING FOR Y'ALL!! 🙏🙏

[Kayako @Kayako]

@sagefleur it's okay.. i can be dumb!! as long as my homies stay on top of it 🙏🙏

[Kayako @Kayako]

@thecto don't click!! i mean it.. DON'T CLICK!! 💔💔

[Kayako @Kayako]

@hunterjisaacson does twitter hype mean i'm getting a mansion soon though?? pls advise 🙏