Case Study: MercadoLead achieves an improved knowledge base and higher customer satisfaction with Kayako

How Kayako helped MercadoLead improve their self-help knowledge base and increase customer satisfaction

MercadoLead, a small marketing and advertising company in São Paulo that sells qualified leads globally, was struggling to support diverse customer needs. Managing multiple channels slowed ticket resolution, and their previous help portal only allowed English articles—leaving Brazilian customers underserved—while budget constraints made finding the right replacement difficult.

After a free trial they adopted Kayako for its price, language support and easy integration; Kayako’s omnichannel inbox, SingleView™ customer history and multilingual self-help editor (44 languages) let agents handle email, chat and social messages from one dashboard and publish Portuguese-rich media articles. The result: faster ticket resolution, a usable self-help portal for Brazilian users, reduced friction for agents and higher customer satisfaction.

MercadoLead

Mirele

Customer Success Manager