Agentforce Service
Salesforce, Inc.External reviews
7,002 reviews
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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.
Desk beats Zendesk
What do you like best about the product?
They have a nice clean platform which is user friendly and better than Zendesk.
What do you dislike about the product?
They need to install some type of video chat into the platform.
What problems is the product solving and how is that benefiting you?
I can respond quickly and professionally to quote request or other user inquiries.
Recommendations to others considering the product:
Always check your account at least 2 times a day. Desk has some cool badges you can earn for doing things quickly.
Good value, comprehensive CRM
What do you like best about the product?
Relatively easy to set up and get going with Desk. There are powerful features but it's easy to get started with more basic functionality and add more as users gain confidence.
What do you dislike about the product?
The only negative is that the cost can escalate quickly when you have a growing team.
What problems is the product solving and how is that benefiting you?
Being able to see a comprehensive record of user interactions across multiple mediums.
Recommendations to others considering the product:
Take the trial and see how you go!
Great Everyday Experience
What do you like best about the product?
Desk.com is at the same time simple and complete at the same time, so it's very helpfull to manage all the request from our customer base.
What do you dislike about the product?
There are very few things that i dislike, but nothingh so relevant taht needs to be changed.
What problems is the product solving and how is that benefiting you?
I'm a Customer Service Supervisor and i use Desk.com to receive and answer to all our customers , it a perferct system for us to manage and archive everything.
Customer Service Godsend
What do you like best about the product?
I love that you can have multiple users accessing the same information from one location
What do you dislike about the product?
Not sure if this is a Desk.com feature or simply the process our customer service team uses, but I dislike the there is only an "update" and "Update & Resolve"
There should be varying levels of status' to better accommodate follow ups, etc.
There should be varying levels of status' to better accommodate follow ups, etc.
What problems is the product solving and how is that benefiting you?
We are able to better track the number of customer touches we encounter and it really gives a full view of our customer base and potential to expand.
With the one stop shop information, you can have more efficiencies in locating information.
With the one stop shop information, you can have more efficiencies in locating information.
Recommendations to others considering the product:
The customer service received from Desk is AMAZING! They are willing and able to help you with anything and everything, from macros, to changing the set up for the users.
Amazing Solution on a Tight Budget
What do you like best about the product?
You can be up and running very quickly and continue to increase the functionality at your own pace. Support is readily available to work out creative solutions to make the software work best for you and it's very easy to understand. It allows the administrator to feel like they are programming code for complex processes without needing to know any code at all. Everything is very intuitive up front and can be very powerful software when you dive in deeper.
What do you dislike about the product?
We wish there was more integration with email clients such as Microsoft Outlook so my agents could work outside of the online software a little more easily.
What problems is the product solving and how is that benefiting you?
We've greatly improved out ability to collaborate amongst our team regarding customer service issues. We've significantly improved our efficiency in solving and tracking problems.
Very Good!
What do you like best about the product?
The extensive reporting options are the best features. We have been able to compile reports for our entire support department and all of affiliates/white labels with this option.
What do you dislike about the product?
The Next Gen Admin Console. This console is much less practical to use then the regular cosole as certain options are not easily accessible.
What problems is the product solving and how is that benefiting you?
The main benefit is to have a clear cut overview of how many cases are open/pending and closed. as well as the reporting options which have aloud us to provide our partners with extensive reports on their users support needs
Great Product Salesforce Service Cloud
What do you like best about the product?
Easy, Simple and Friendly, Great Product! Prioritizing, handling cases, responding to cases, and closing cases.
What do you dislike about the product?
Only When it is down, which has been a lot in last year.
What problems is the product solving and how is that benefiting you?
help desk, HR.
Recommendations to others considering the product:
Start with the 3 user great price.
Essential Part of Our Day to Day
What do you like best about the product?
It is similar to an email based system so it is easy to use/navigate. The service does not overwhelm you with features. Changes are not constantly being made requiring you to update or learn new ways of the service. It is an effective way to utilize a help service within our company.
What do you dislike about the product?
I have no dislikes. The service completely accommodate our needs.
What problems is the product solving and how is that benefiting you?
We are a production based online service tool that allows users to customized audio ads for businesses. We are always responding to inquiries on the service, how to's, etc.
Learned it for a new position and am pleased with the ease of use and simplicity.
What do you like best about the product?
I like that you can get reports based off of your labels so you can see what types of cases are coming through.
What do you dislike about the product?
I don't like that I can't remove old cases that are years old and have been resolved. I just like things to be organized and cleaned up sometimes (personal thing).
What problems is the product solving and how is that benefiting you?
We are solving a lot of issues that are occurring that effect our user experience. We now have the ability to reach out and fix things with them immediately and make the user experience that much better. Also, we know what needs to be fixed because of their feedback.
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