Agentforce Service
Salesforce, Inc.Reviews from AWS customer
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Great software!
What do you like best about the product?
The simplicity and ease of using it on calls.
What do you dislike about the product?
That I can't use it for other companies that I do business with.
What problems is the product solving and how is that benefiting you?
Researching customers accounts
Great, high quality option
What do you like best about the product?
All of the features one could ask for are taken care of in desk - literally everything we ever wanted, it had. The ticket creation, user attribute editing, and all similar features were easy to use, and all of the things that one could want to do were easy to figure out as well. Even the more niche features like what had happened on the case, who had closed it, and things like that were all able to be easily found.
Honestly, everything about desk was perfect, except for the price increase as the number of users in the system increased.
Honestly, everything about desk was perfect, except for the price increase as the number of users in the system increased.
What do you dislike about the product?
The cost unfortunately made it difficult as we expanded our team. It was affordable when we only had 5 or 6 regular users of desk, and a couple of hourly use people, but as our team grew to double that, the cost of the product grew as well, and that was not worth it compared to cheaper options.
What problems is the product solving and how is that benefiting you?
It solved a wide number of issues, and provided an easy way to pass queries between team members.
Recommendations to others considering the product:
This is the best product we've experienced for a small team, and really is great for all levels. However, the cost of it can be difficult for a company to swallow, as the cost of the product increases so much as users increase. So basically, if what you want is to have the best product, then this is the choice you should make. If cost is of concern, there may be a better option.
Great product!
What do you like best about the product?
We use Desk.com every single day and it helps us stay organized and in contact with all of our customers. Desk.com has been key in keeping us as efficient as possible.
What do you dislike about the product?
The only negative thing we can say about Desk.com is we will sometimes get an error message and have trouble connecting.
What problems is the product solving and how is that benefiting you?
We use this as a customer database to store notes and all customer information in one place. The color-coded labels and macros available with Desk.com are great for staying organized and sorting customers into different categories.
Recommendations to others considering the product:
Desk.com is the best customer support software available. The ability to customize the software to your business' needs is incredible.
Happy Desk.com customer for ~3 years
What do you like best about the product?
As the director of the support team, Desk makes it easy for my team to see what their immediate action items are. We created a filter that shows each agent which cases are assigned to them and in the Open status. I have also created other filters (think of them as separate queues) for the highest priority tickets. Our company uses Salesforce on the sales side, so we created rules in Desk to raise the priority of new cases based on the company that submitted the case. We've also created extensive labels and categories for each case which makes it easy to do our own reports and analysis.
What do you dislike about the product?
• Sorry Desk, but we like the classic interface better than your Next Gen Agent
• We're starting to run into trouble when fully customizing the data sharing between Desk and Salesforce
• Customer forums are not very good. They don't actually call them forums (probably for that reason) but still...
• We're starting to run into trouble when fully customizing the data sharing between Desk and Salesforce
• Customer forums are not very good. They don't actually call them forums (probably for that reason) but still...
What problems is the product solving and how is that benefiting you?
How do you have multiple team members share a single inbox of e-mails? Desk makes this really easy.
How do you associate individual cases with one customer in a way that you can look up their entire support history? This is also easy in Desk.
And what about workflow rules and automated actions? Desk makes this easy too.
How do you associate individual cases with one customer in a way that you can look up their entire support history? This is also easy in Desk.
And what about workflow rules and automated actions? Desk makes this easy too.
Recommendations to others considering the product:
• Desk has really informative webinars and training videos.
• The rules are really easy to create. We've put most of ours on the Inbound Interactions action.
• Desk connects to our company Gmail, so it's really easy to use support+customName@ to initiate custom processes like internal escalations or case routing.
• The rules are really easy to create. We've put most of ours on the Inbound Interactions action.
• Desk connects to our company Gmail, so it's really easy to use support+customName@ to initiate custom processes like internal escalations or case routing.
A really Good Support Solution
What do you like best about the product?
The combined inbox has been very helpful in managing our support cases. Macros have helped to streamline our support process.
What do you dislike about the product?
The Live Chat system lacks features found in a variety of competitors. The reporting is slow and sometimes will error out. It would be nice to run reports on a specific schedule and have them sent to me.
What problems is the product solving and how is that benefiting you?
The biggest benefits have been improved efficiency for our support team and improved insight for management.
Recommendations to others considering the product:
This is a great software for a small to medium support team.
Collect All Customer Communications In One Spot
What do you like best about the product?
We used to have to log into multiple sites to view and respond to e-mails, but now we can do it all in one spot. It was also difficult for everyone in the office to know who was working with which site and how various issues. We have the ability to see everything in one spot.
What do you dislike about the product?
Some e-mails have been getting "dropped" recently.
What problems is the product solving and how is that benefiting you?
We handle a lot of customer issues (returns, problems with orders, etc). We can track where in the process we are with each issue and ensure that the customer is receiving a follow-up. We also can check which customers are asking for certain products just by clicking a button and respond to them whenever something is available.
Recommendations to others considering the product:
This is easily customizable, so it works for many different areas of business. Track communications from start to finish. Everyone can have their own inbox and then there is a shared inbox. I think fluid is the best word for how this works.
Desk.com is a valuable asset for our company.
What do you like best about the product?
The ease of tracking and moving tickets among our staff.
What do you dislike about the product?
Frustrated sometimes trying to search for old tickets.
What problems is the product solving and how is that benefiting you?
Customer support via historical responses.
It takes us less and less time to respond to customer issues/questions by utilizing previous history.
It takes us less and less time to respond to customer issues/questions by utilizing previous history.
Desk.com Has Been a Great Partner for Our Growing Company
What do you like best about the product?
Helpfulness! Desk is always quick to respond and willing to assist as needed.
What do you dislike about the product?
It's a lot of hands on work in the background. Our company does not have an IT department and I'm certainly not a tech or software person. I'm here to do my job. My one issue would be to have an option to buy-in for Desk.com IT support.
What problems is the product solving and how is that benefiting you?
Teaching our consumer to self-educate themselves. Desk offers this resolution in many of its various tools.
Great experience
What do you like best about the product?
For the most part it is very straight forward and easy to use. For the things I need help with, customer support is very helpful.
What do you dislike about the product?
Sometimes it can take a bit of digging to find information on how to do something.
What problems is the product solving and how is that benefiting you?
Tracking my customer service emails and calls. Benefits to being able to go back and reference old cases.
Saves Time, Money, and Manpower
What do you like best about the product?
Desk.com's level of automation has allowed us to free up resources and spend our time with customers instead of filling out paper work.
What do you dislike about the product?
There really isn't much to dislike here. We happen to be using it for customer surveys, which Desk.com is not actually designed to do. Even so, it works very well.
What problems is the product solving and how is that benefiting you?
Customer satisfaction surveys were being done at each office location and maintained on local servers. Now we have one centralized storage location and one person who conducts surveys. Massive time/resource saver.
Recommendations to others considering the product:
Talk with your Salesforce rep. They will get you in contact with the right people so you can get a more thorough demo than what's shared online.
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