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Desk has been an incredibly helpful tool for managing our customers.
What do you like best about the product?
The contact notifications are extremely helpful in maintaining service levels. This ensures that customers do not fall through the cracks. Even if an agent is out, desk has the ability to have notifications that allow other agents to see any pending cases.
What do you dislike about the product?
My only dislike of desk is that there is sometimes a lack of flexibility in how the notifications can be structured for agents that are not always logged into desk. This is not an issue for active desk users.
What problems is the product solving and how is that benefiting you?
We are finding better ways to communicate with our customers.
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Quality out of the box product
What do you like best about the product?
Desk is easy to use and intuitive. It works well for a small customer support team that doesn't require a lot of customization.
What do you dislike about the product?
The labeling system for use with reporting can be challenging and the business insights can be unreliable at times.
Desk will also suffer long, unexpected outages that you wouldn't expect for a SalesForce company.
When customization is needed, the software can fall short. Especially when it comes to tracking and reporting detailed metrics related to support initiatives.
Desk will also suffer long, unexpected outages that you wouldn't expect for a SalesForce company.
When customization is needed, the software can fall short. Especially when it comes to tracking and reporting detailed metrics related to support initiatives.
What problems is the product solving and how is that benefiting you?
We use Desk to handle all of our customer service and help center needs.
We've realized how easy it is to train new agents on Desk.
We've realized how easy it is to train new agents on Desk.
Salesforce is one of the best CRM
What do you like best about the product?
This solution is delivered over the web, which means you will be able to access it anywhere as long as you are connected to the Internet. This will also let your company deliver customer information from any data source and allows multiple departments to engage with customers online and share with them applications built on on-demand platform.
What do you dislike about the product?
This web heavy solutions also means you will have limited off-line access to it.
What problems is the product solving and how is that benefiting you?
One of my clients was looking for an easy solution to house their sales database. After seeking a several options. We decided to deploy Salesforce Customer Portal solution.
With search and knowledge base capabilities, along with full online case management, we deploy this solution in less than a week. And they've been using it ever since. From sales management, collaboration customers data, my client has reinvigorated it's customer service and produced a solid core in their sales data workflow.
With search and knowledge base capabilities, along with full online case management, we deploy this solution in less than a week. And they've been using it ever since. From sales management, collaboration customers data, my client has reinvigorated it's customer service and produced a solid core in their sales data workflow.
Recommendations to others considering the product:
With customization as key component to Salesforce Customer Portal. It will help any business in any industry to have their own custom solution CRM. And don't forget Salesforce dedication to support. This platform will help any companies to grow and I would recommended in a heartbeat.
There are better ones out there
What do you like best about the product?
I loke that is tied to Salesforce. That is something very useful in the organization. The reporting can be great and it has very good integrations with APIs
What do you dislike about the product?
It is great for a big organization, not for small scale ones. It has a ticket only focus that makes the app limiting to some companies that need a more robust set of help desk software
What problems is the product solving and how is that benefiting you?
- Help desk
- Social Media CRM
- Social Media CRM
Recommendations to others considering the product:
I wouldnt recommend
Easy to use
What do you like best about the product?
I used Desk.com a few years ago and started using it again recently at a new job. The platform has improved a lot since I last used it. There are still some quirks that I wish were different/updated but overall I like it.
What do you dislike about the product?
The search function could be improved and the UI could be better.
What problems is the product solving and how is that benefiting you?
Desk helps a team manager customer requests in an organized and timely fashion. I like the internal notes you can leave and the integration with Salesforce.
A great product for help desk support at a great price point
What do you like best about the product?
I really love the ease of setting up Desk.com and my Agents love the simple to use user interface. It does all the things that we want and is great in help desk resolutions. Desk.com gives users the ability to set up self-service support with knowledge bases for multiple brands. The multilingual support is an additional great feature. The self-service support center features FAQ's and other documented resources to help our customers help themselves. This increases our efficiency. Aesthetically pleasing and easy to use. Plenty of pricing options. Integrating our Facebook and Twitter streams, setting up the support center with our custom design ethic has been done with ease.
What do you dislike about the product?
The app seems a bit too simple and not as highly integrated as we would like. I wish it had more administrative side features to allow us to support our customers better. The app sometimes double posts if you hit submit too many times, which a high annoyance.
What problems is the product solving and how is that benefiting you?
Trying to solve help desk issues and case management scaling to a reliable level. It has great increased the ease of customer management of issues. The mobile app is a great asset to have. Desk.com is well worth it if your service desk just needs to be able to raise and close tickets.
Recommendations to others considering the product:
At Desk.com the customer support team has helped tremendously with step by step issues even with a standard issue that was common they helped me get through. Thank You for being out there Desk.com and their highly effective customer support team.
How Removing the "Zen" Made me Enjoy Customer Support
What do you like best about the product?
The ability to customize is paramount for me. Most of the features are useful, but those I don't want I can just opt out of using. This is also part of the reason why I love the User Interface--keeps it from becoming cluttered. It's attractive and intiuitive, and I can modify it just as I want for optimum ease of use. I also like the achievements part.
What do you dislike about the product?
None, though all of the customization options and so forth were intimidating at first. Once I figured out which features I wanted (helped along by the setup process), it was just fine, though. There's probably some of this with every new SAAS implementation.
What problems is the product solving and how is that benefiting you?
I use it to help my e-commerce company handle customer support issues. We used ZenDesk in the past, and I came to hate its approach to ticketing. I find this software to be much more robust and delightful to use.
Recommendations to others considering the product:
Don't be overwhelmed by all the features at first. Once you identify just those tools that you need, you'll find that it's actually pretty streamlined and lightweight.
Easy to use comprehensive costumer support tool
What do you like best about the product?
Easy to use. Everything is in one place and organized. Filtering what is important. Mobile (android) version which is useful for simple tasks. Very useful in performance marketing.
What do you dislike about the product?
Some features are limited to admin. Interface looks nice but not always functional, especially for beginners, as it is case with some other products from SalesForce.
What problems is the product solving and how is that benefiting you?
Costumer care and technical support. We are able to prioritize particular cases, and give them more attention in solving problem.
Recommendations to others considering the product:
One place for all your costumer and technical support.
If Salesforce.com makes sense for you, so does Desk.com. Otherwise...
What do you like best about the product?
Desk.com is obviously a Salesforce.com product, and that is what makes it valuable. Because it integrates with our CRM and our social management platform, Desk.com can be powerful. It is also fairly intuitive to learn, so training new employees doesn't take long.
What do you dislike about the product?
It either doesn't have some of the features that we would like, or it required a Salesforce Admin to make it happen. Other products come with more out of the box and less work is required to customize something - it doesn't require special knowledge.
What problems is the product solving and how is that benefiting you?
Desk.com provides our call-center with a simple platform to manage cases whether they come in via social, chat, e-mail, phone, text, or app.
Recommendations to others considering the product:
If you are on the Salesforce Platform and use Marketing Cloud / Social Studio / Radian 6, Desk.com makes complete sense. Otherwise, I don't think it is as strong of a platform.
Does what it needs to, but hindered by a frustrating interface
What do you like best about the product?
Desk does exactly what it needs to - allows you to organize support tickets. There is enough flexibility to let you categorize and file tickets, which my team makes use of. You can easily see how long it's been since you replied to a ticket, leave notes on a ticket (that the customer does not see) and attach metadata to a ticket. You can define custom fields - for example, if you have some other way of identifying customers or accounts - which can be surfaced in the API.
The API, by the way, is nice to use.
The API, by the way, is nice to use.
What do you dislike about the product?
The reporting suite is only available to Desk Admins. The interface is confusing - if you are a Desk Agent, you might search for functionality in the help documentation and find that it is available, if you "log into the Desk Admin panel." However, it's not clear that this is an entirely different type of account - not just an admin panel.
Also, custom metadata is not available in the reporting suite. You'll have to fetch it through the API.
Integrations aren't necessarily the smoothest with other support tools (like Intercom).
Also, custom metadata is not available in the reporting suite. You'll have to fetch it through the API.
Integrations aren't necessarily the smoothest with other support tools (like Intercom).
What problems is the product solving and how is that benefiting you?
We can have timely support to customer issues through Desk. We can connect some data to Salesforce. We can keep track of issues and tag them, to do analysis later.
Recommendations to others considering the product:
There is some extra utility to integrating with SalesForce, so if you have data in SF you may enjoy being able to attribute support.
Definitely use the folders system, especially if you have several agents working in the same inbox. You can categorize issues based on type of followup, length of time, etc.
Definitely use the folders system, especially if you have several agents working in the same inbox. You can categorize issues based on type of followup, length of time, etc.
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