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Desk is alright, when it's up
What do you like best about the product?
Desk is pretty straight forward to use. It's easy to search past cases. I liked the labeling system and they way you can customize to your needs. Integrating with Twitter has also been very helpful.
What do you dislike about the product?
There's more downtime than I would like. The times the service goes down complete halts all productivity and sets our entire team behind on our SLAs. It's also prone to crash and lose information mid-ticket.
What problems is the product solving and how is that benefiting you?
We handle thousands of support tickets every week, so we rely on Desk to let multiple support agents respond to our customers and work together to solve their problems. Desk is built with teams in mind and prevents duplicate agents from enter the same ticket.
Recommendations to others considering the product:
I would highly consider how downtime will effect your team and business. If the occasional outage will be damaging, I would look elsewhere.
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New User to Salesforce Customer Portal
What do you like best about the product?
I like that this product integrates with other products we use
What do you dislike about the product?
So far, I don't have complaints. This is still quite new to me.
What problems is the product solving and how is that benefiting you?
We use this software to assist our customers with their accounts
Essential Sales Tool
What do you like best about the product?
I like how flexible the platform is. You can add or subtract as many tools as possible to best sculpt the platform to fit your needs. I also like the integration ability. It allows you to link seamlessly with some apps.
What do you dislike about the product?
It can become very expensive as you customize it. It is also not a naturally intuitive platform. There are tons of features and capabilities that can make it difficult to navigate or optimize.
What problems is the product solving and how is that benefiting you?
We are solving sales and product tracking. Reporting, finance issues and collections.
Recommendations to others considering the product:
Please keep in mind the cost. As your business grows your platform will likely need to grow with it and the additional functions can quickly mount in price.
Providing excellent service with Sales Cloud
What do you like best about the product?
Sharing all information (cases, leads, chatter groups, files, and documentation) with other members of my team, effectively reducing the need for conversing through email. Having everything documented also ensures there is no drop off of any kind.
What do you dislike about the product?
Sometimes the permissions can cause hold up or loss of visibility of a case when you are no longer the owner. This is based on your salesforce settings of course but the cumbersome nature of correcting it takes time and a larger conversation about access.
What problems is the product solving and how is that benefiting you?
Customer support requests are now directly handled in salesforce. For the user, and easy process of sending an email is all they see. On the back end we are able to pull documentations, other employees, or crafted responses quickly to deliver support faster and accurately.
Recommendations to others considering the product:
You have options to use either service cloud or a console view. Both have pros and cons, just make sure you weigh each to determine what view is best for you.
Excellent tool
What do you like best about the product?
I like the way this integrated with all the other products I use for customer tracking and tickets
What do you dislike about the product?
I don't like how hard it is to navigate in the system. Search or better UI/menu options could go a long way
What problems is the product solving and how is that benefiting you?
We have connected our sales team, customer service team and support with all our related products
Fine solution for streamlining mass applications
What do you like best about the product?
All of our application materials to our advanced degree programs can come to one place. There is much less paper, and all people involved can see the applications
What do you dislike about the product?
It has never been an issue, but some people are uncomfortable with the idea of uploading a letter of recommendation to the site as they feel it is unsecured. I also loathe the insistence of changing my password every month.
What problems is the product solving and how is that benefiting you?
Our institution (Land grant 4 year college) bought salesforce to streamline the admissions process. It has allowed multiple people access to records without countless pieces of paper. We have consolidated our program application from 2 separate ones to one.
Salesforce Is Powerful
What do you like best about the product?
Salesforce seems like it can basically do it all. It is easy to administer and navigate through once you've practiced and learned. However, when implementing it large scale that can be a bad thing.
What do you dislike about the product?
Salesforce is a spider web that is easy to get tangled up in. Not only are there alot of different objects and functionalities, but there are many different solutions to any business need. Over time your organization may find itself in quite a tangle.
What problems is the product solving and how is that benefiting you?
CRM, Marketing Cloud, Web Chat, Sales Processes, Employee Management
Recommendations to others considering the product:
Take your time to implement and build out a good long-term solution for your business.
It can be desky
What do you like best about the product?
I like the next gen interface
i like being able to set rules and macros
i like how easy it is to add another agent
i like being able to set rules and macros
i like how easy it is to add another agent
What do you dislike about the product?
for the amount we pay i would hope to not have a limit on the amount of rules we have
desk also seems to go down a lot
when updating the help articles we have seen that sometimes the images do not always like to insert. We have found sometimes we have written a whole help article and desk decided to log us out or something happens that the help article did not
desk also seems to go down a lot
when updating the help articles we have seen that sometimes the images do not always like to insert. We have found sometimes we have written a whole help article and desk decided to log us out or something happens that the help article did not
What problems is the product solving and how is that benefiting you?
Customer support
we are able to see who is closing the most tickets which is helpful
we are able to see who is closing the most tickets which is helpful
Recommendations to others considering the product:
Do your homework. Desk can do a lot of stuff make sure that software meets your needs.
Good product overall
What do you like best about the product?
It's simple and easy to use. Provides a good platform for support help desk.
What do you dislike about the product?
Lot's of downtime. Need to improve rules based engine.
What problems is the product solving and how is that benefiting you?
We are solving all of our support related problem.
Customer Service Tickets
What do you like best about the product?
I have been using Desk.com as a support team member at SignUpGenius for over 4 years. The system is easy to use. Macros and labels allow us to work quickly and keep track of issues. The customer service team for Desk is always really quick to answer any questions or concerns. When there have been Desk site issues, Desk communicates the problems well and works diligently to fix the issues. In four years we have had very few interruptions.
What do you dislike about the product?
Setting up filters can be a little cumbersome.
What problems is the product solving and how is that benefiting you?
With Desk we are providing excellent customer support to our users via email and chat. With reporting we can keep stats that allow us to make business decisions based on numbers and this is very effective.
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