Kayako - Use other than Tech Support?

[Kirk Weick]

I wanted to get some feedback on the possibility of using Kayako outside of a Tech Support enviornment.
We sell hermit crabs and supplies and literally are spending hours answering ... primarily care questions, as well as product questions and occassional order questions.
Looking at their website I like the Instant Reply System and ability for pre defined responses.
Do you out there who use this program think it would work well for our application?
Thanks in advance for any input.

[ILoveHostasaurus]

That would only work if you can get your customers to ask questions via the Kayako web interface since it doesn't do the intelligent response stuff if they just email in the questions. You may want to look at setting up a Wiki with all of the questions and answers categorized and searchable; might be a good starting point and would be free as opposed to purchasing Kayako.

[jmhwebservices]

I wanted to get some feedback on the possibility of using Kayako outside of a Tech Support enviornment.
We sell hermit crabs and supplies and literally are spending hours answering ... primarily care questions, as well as product questions and occassional order questions.
Looking at their website I like the Instant Reply System and ability for pre defined responses.
Do you out there who use this program think it would work well for our application?
Thanks in advance for any input.

Yes, good stuff.

[Kirk Weick]

That would only work if you can get your customers to ask questions via the Kayako web interface since it doesn't do the intelligent response stuff if they just email in the questions. You may want to look at setting up a Wiki with all of the questions and answers categorized and searchable; might be a good starting point and would be free as opposed to purchasing Kayako.

Do you think it would work to make it the interface on our Contact Us page? As in, all contact with us goes thru the interface.

[ILoveHostasaurus]

That would be a good idea, then it can answer questions for people automatically, serve as a knowledgebase and also let you track and respond to requests.