Migration Guide for E-commerce Teams
Converge Team
Part of the Kayako migration guide
How e-commerce support teams can migrate from Kayako while maintaining customer service quality.
E-commerce Migration from Kayako
Kayako serves e-commerce teams primarily through its email and live chat channels, but lacks the messaging platform coverage that modern online shoppers expect. Customers increasingly reach out via WhatsApp, Instagram DMs, and Messenger — channels Kayako doesn't natively support.
Channel Gap for E-commerce
E-commerce customer support has shifted heavily toward messaging apps. Customers send product questions via WhatsApp, share order issues on Instagram DMs, and expect real-time responses on Messenger. Kayako's native channels (email and live chat only) mean you're either missing these conversations entirely or routing them through fragile third-party automations that break without warning.
Chat Widget Replacement
Replace Kayako Messenger on your storefront with a widget that captures leads before conversations start. Modern chat widgets offer visitor tracking (pages viewed, time on site, UTM parameters), FAQ self-service, and suggested messages — features that help convert browsers into buyers. Install via script tag on any platform, or use native plugins for Shopify, WooCommerce, BigCommerce, Wix, and Squarespace.
Peak Season Timing
Don't migrate during Black Friday, holiday sales, or major promotional events. Plan your switch during a quiet period — ideally mid-January through February or post-summer. The actual migration takes 1-2 days for a small e-commerce team, but your agents need a week to get comfortable before handling peak volume on a new platform.
Southeast Asian E-commerce
If you sell to customers in Vietnam, Thailand, or the broader Southeast Asian market, Zalo support is critical — it's the dominant messaging app in Vietnam with 75+ million users. Kayako offers no path to Zalo integration. Moving to a platform with native Zalo support opens a major customer communication channel for the region.
Need the full migration guide?
This page covers migration guide for e-commerce teams specifically. For the complete step-by-step migration process:
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