Case Study: Namecheap achieves streamlined ticket management and improved self-service with Kayako

How Kayako’s helpdesk solution improved NameCheap’s self-service knowledge base and boosted agent productivity

Namecheap, an ICANN‑accredited domain registrar and hosting provider based in Phoenix with 1,000–5,000 employees, depended on high-quality customer support but lacked a unified help‑desk solution. The company’s agents were overwhelmed by a large volume of inquiries and struggled to find a single tool that would optimize workflows and response times.

After adopting Kayako, Namecheap integrated ticketing, chat and email, implemented macro-driven and automated replies, used SingleView to give agents full customer context, and launched a searchable self‑service knowledge base. The changes produced faster ticket resolution, higher agent productivity and morale, reduced workload through self‑service, and improved customer satisfaction.

Namecheap

Nata Trusova

Namecheap