Desk.com Review

Desk.com OUR SCORE 88%
starting price $20
our score 88%
free trial
  1. What is Desk.com
  2. Product Quality Score
  3. Main Features
  4. List of Benefits
  5. Technical Specifications
  6. Available Integrations
  7. Customer Support
  8. Pricing Plans
  9. Other Popular Software Reviews

What is Desk.com?

Desktop.com is a helpdesk application available for SMEs and large enterprises. It has been one of the leading applications in its niche for the past six years. But its vendor, Salesforce, is restructuring Desktop.com offerings and will be replacing it with another program. The platform will officially be retired on the 20th of March 2020. Desk, previously called Assistly, has been an easy and fast way to provide “heroic” customer service. It allows businesses to collate customer conversations in one channel where the authorized staff can collaborate to prioritize, handle, personalize, as well as manage responses with ease and efficiency. Hence, they can ensure that customer concerns are addressed via chat, phone, email, and social media. Moreover, users can also remove or add part-time agents when required as well as engage and track customer sentiments. Desk can also be integrated with social media and works well on mobile devices.

Product Quality Score

Features
8.9
Ease of use
9.0
Customer support
8.6
Value for money
8.7
8.8
TOTAL SCORE

Desk.com features

Main features of Desk.com are:

  • Reward system
  • Android app
  • Content management
  • Email
  • Agents performance reports
  • Customer history
  • Labels & notes for sorting
  • Business rules
  • Community discussions
  • Live chat window
  • Case filters &  business rules
  • Customizable reports
  • Bulk updating
  • Escalation & case tracking
  • Custom branding
  • Multi-brand support

Desk.com Benefits

Benefits

The main benefits of Desktop.com are its Universal Inbox that allows you to view and answer all the inquiries of the customers in one spot, seamless and effective monitoring of customer interactions, capabilities to create your Customer Support Center, an intuitive dashboard, multi-lingual customer support, and mobile responsiveness. Here are more details:

One Spot to Use in Dealing with Customers

Users of Desk can view and answer all the inquiries of their customers in one spot, which helps in boosting the team’s efficiency and productivity. Desk offers Universal Inbox access to chat, phone, email, Twitter, Facebook, as well as discussion boards so users do not have to deal with the hassles of switching tools and windows.

Seamless and Effective Monitoring

Desk collects each and every customer interaction from social networks, phone, email, and other channels, making it easier for agents to monitor and respond to all concerns. Agents do not need to read each email, as they can choose to categorize them with Desk’s Case Filters using custom fields or labels. The platform also makes tracking priority cases and status easier.

Capabilities to Create Your Custom Support System

Desk allows its users to create their own Support Center. It comes with Desk Editor that enables you to fully tweak the design of the contact center, change the color, or create contact forms that match your company’s website. You can also update the Support Center even without the help of an IT staff with the aid of the platform’s Content Manager. You can also speed up customer support by creating rules such as automatic task assignment, and role associations.

Intuitive Dashboard

The platform comes with an intuitive dashboard that provides monthly or weekly analytics, analyze outliers and all key metrics that help you measure an agent’s performance and customize customer reports.

Multi-lingual Customer Support

Desk is available in 36 languages. With this feature, you can impress your customers by responding to them in their native language. It is made possible by the platform’s intelligent content management tool.

Mobile-responsive

The platform supports Blackberry, Android, and iPad/iPhone devices. Mobile features include notifications, reply by email, mobile support center, and pocket power.

Technical Specifications

Devices Supported

  • Web-based
  • iOS
  • Android
  • Desktop

Customer types

  • Small business
  • Medium business
  • Enterprise

Customer Support Types

  • Phone
  • Online

Desk.com Integrations

The following Desk.com integrations are currently offered by the vendor:

  • REST APIs
  • Customer Thermometer
  • Salesforce
  • GTalk
  • Cirrus Insight
  • Cloud Work
  • Verbalize it
  • Content Rating
  • flowdock
  • Contact Form
  • HipMob
  • MailChimp
  • JIRA
  • Olark
  • Viral Heat
  • Nicereply
  • UserLike
  • Atlassian HipChat
  • Live Chat
  • Twilio
  • CampFire
  • Klaviyo
  • Right Signature
  • Zapier
  • TalkDesk
  • Web Hooks
  • PagerDuty
  • Snap Engage
  • Preact
  • Panorama 9
  • Lexity
  • Zenbox

Video

Customer Support

Phone
Online

Pricing Plans

Desk.com pricing is available in the following plans:

Free trial
STANDARD
$20/month
PRO
$60/month
BUSINESS
$100/month
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