Salesforce Service Cloud
Salesforce, Inc.External reviews
6,948 reviews
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Simple, intuitive, and easy to set up
What do you like best about the product?
Desk's user interface is very intuitive and easy on the eyes. It may not have as many bells and whistles as SFDC Service Cloud, but it gets the job done and what they can do, they do very well.
They also have many rule options that you can utilize to automate a lot of your support agents' work.
And as a helpdesk software, their support team is also awesome!
They also have many rule options that you can utilize to automate a lot of your support agents' work.
And as a helpdesk software, their support team is also awesome!
What do you dislike about the product?
From what my engineers have mentioned, their API isn't the easiest to work with, but still works fine.
Their SLA feature isn't very useful.
Their SLA feature isn't very useful.
What problems is the product solving and how is that benefiting you?
We use desk.com to for multiple channels of user support, including email, chat, and social.
An application which truly lets you capture the voice of the client
What do you like best about the product?
I enjoy the labels feature. With a combination of rules and labels, we are able to support multiple brands and products. Lulu Software (my company) has complex needs. It's incredible the flexibility of filtration available for both the agents answering as well as the reporting tool!
What do you dislike about the product?
We have found a few ways we can "Break" Desk.com. We were unable to mass delete 12000 copies of the same duplicate email with the bulk tool. There are limits to Desk, but they aren't unreasonable. We admit we have complex needs.
What problems is the product solving and how is that benefiting you?
We have cut our cost per response sent to a client via email to 25% of the value it used to be.
Desk.com allows agents to view a single ticket bin regardless of our complex needs. This includes FB (from 4 separate pages) as well as Twitter. A dope experience all around.
Desk.com allows agents to view a single ticket bin regardless of our complex needs. This includes FB (from 4 separate pages) as well as Twitter. A dope experience all around.
Recommendations to others considering the product:
Make sure you set it up right based on a plan that outlines your needs. Desk.com can do anything, but if you try and jury rig your way through, you may end up in a position where unnecessary errors waste valuable manhours to clean up your mess. Rarely has this been as a result of the tool, there is often something related to how I configured the rules.
Desk is Easy
What do you like best about the product?
It is very intuitive and easy to use. As an agent, it is easy to communicate to customers.
What do you dislike about the product?
I don't think the Business Insights section is as easy to use. It's a bit overwhelming.
Also it took a long time for Classic features to transition over to New Agent.
Also it took a long time for Classic features to transition over to New Agent.
What problems is the product solving and how is that benefiting you?
I like that we can use third party vendors with Desk. We use Desk and Talkdesk to accept and log calls.
Works well, valuable tool
What do you like best about the product?
I like the ability to integrate with other applications. The support has been good when we needed help. The flexibility of custom setup is a big plus.
What do you dislike about the product?
The next gen agent and business insights are more resource intensive than the classic. I run a lot of stuff at one time so I need as minimal interface as possible.
What problems is the product solving and how is that benefiting you?
Our customer complaints have gone WAY down, ticket tracking through resolution is greatly appreciated by our customers. They feel that "the light is on" for them when they need help.
Recommendations to others considering the product:
It works well, as advertised. Try it
A quality tool for storing customer interactions in an accessible way.
What do you like best about the product?
Email integration and fast searchability.
What do you dislike about the product?
File attachment management and integration could be better.
What problems is the product solving and how is that benefiting you?
Tracking customer interactions.
Recommendations to others considering the product:
It's a good solution to the problem of tracking customer interactions and logging customer data in a visible way.
Desk.com is a great customer service tool that is only going to get better!
What do you like best about the product?
Desk.com feels like it was made for support agents. The small features added like the ability to quickly undo a send if you suddenly realize an error or something left out or when other agents are in read only mode to prevent multiple answers - small things like that are a great touch to the product along with the bigger normal things all these tools do. The reporting section hasn't disappointed either and we love the Flex Agents availability for people that sometimes need to get in, but not enough where the monthly subscription fee for a full time agent makes sense.
What do you dislike about the product?
It is a young product, so we are running into a number of bugs and site outages. However, I know they are actively developing and fixing so we're excited for the future!
What problems is the product solving and how is that benefiting you?
All customer service tickets point into desk. We have been able to reduce initial response time for tickets allowing us to connect longer.
Recommendations to others considering the product:
Keep in mind it is a young software, utilize their support - they are awesome! Their help center has great articles too - super helpful with everything.
cool
What do you like best about the product?
Intergations are pretty good and general ticketing
What do you dislike about the product?
missing features in next gen interface.
What problems is the product solving and how is that benefiting you?
care team
Results in efficient, prompt and thorough service.
What do you like best about the product?
We are able to serve a large number of customers in an efficient manner due to the functionality of Desk and all of the features it provides.
What do you dislike about the product?
When service is down, it can sometimes take a bit longer to be fixed, or there will be a temporary solution put into place but a continuation of issues for several days after.
What problems is the product solving and how is that benefiting you?
We use desk for monitoring of social media and review channels. It has streamlined our process and made it that much more efficient, thorough, and enhanced what we are able to offer our clients.
Recommendations to others considering the product:
Give it a try! You can do a lot with it.
Desk.com has provided an easy process for managing support requests.
What do you like best about the product?
All relevant information to the client, account and the issue are accessible from the main issue screen.
What do you dislike about the product?
You can't fully customize the dashboard, and the settings can be difficult to work through when setting up the system or making changes.
What problems is the product solving and how is that benefiting you?
Better tracking support requests and response time.
Recommendations to others considering the product:
Ability to get notifications based on updates to integrated systems. For example, a notification when a link jira card is marked closed.
:)
What do you like best about the product?
Easy to use, straightforward UI design, great access to data for analysis.
What do you dislike about the product?
Can be slow at times and sometimes downtime will go unnanouced.
What problems is the product solving and how is that benefiting you?
Agent quality and improvement over time. Great way to monitor daily/weekly resolves & see quality and correct use of labels and macros.
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