Desk.com Review

Desk.com OUR SCORE 84%
starting price $3
our score 84%
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?

Desk.com (previously known as Assistly) claims to offer a quick and easy method of delivering “heroic” customer service. It is geared towards small and medium enterprises, but it is also comprehensive and powerful even for large enterprises. Customer conversations are organized in just one channel where your sales team can discuss and collaborate to monitor, prioritize, manage, and personalize responses with top-notch performance to satisfy client concerns via email, chat, phone, and social media. Remove or add part-time agents when they are needed as well as monitor and engage client sentiments using fully integrated social media tools. Integration with Social Media. Half of the Internet users go to a social network on a daily basis, and many of them are looking for customer support in these networks. Desk.com can help you track the client experience on these social networks and address problems where your customers live and play. For example, you can give social support using Facebook Private Messaging. You can enjoy mobility using Android, BlackBerry Desk, and/or iOS apps or the mobile browser version. In our Desk.com reviews you’ll learn more about the software’s benefits, pricing, technical specs and more.

Product Quality Score

Features
9.0
Ease of use
8.5
Customer support
7.5
Value for money
8.5
8.4
TOTAL SCORE

Desk.com features

Main features of Desk.com are:

  • Twitter/Facebook
  • Phone
  • Email
  • Live chat window
  • Community discussions
  • Escalation and case tracking
  • Case filters as well as business rules to sort priorities and queues
  • Labels and notes for your sorting concerns
  • Custom branding
  • Content management for non-IT subscriber
  • Multi-brand support
  • Macros to do simultaneous actions
  • Reward system
  • Business rules for auto tasking
  • Bulk updating
  • Customer history all in one place
  • Salesforce integration
  • Agents performance reports
  • Preconfigured reports
  • Customizable reports
  • 36 languages including English, Chinese, Spanish, and Portuguese variations
  • Android
  • iOS
  • BlackBerry
  • Mobile browser

Desk.com Benefits

Respond to customer inquiries just in one spot

There will be no need for your sales team to switch windows and use other tools with the CRM solution’s Universal Inbox access to Twitter, email, Facebook, phone, chat, and discussion boards. It is as user-friendly as using one’s own email, only more encompassing and powerful.

Do not miss a case again

One of the benefits we consistently note in our Desk.com reviews is that it gathers all client interactions from various channels—email, social networks, phone, and chat—which your sales team agents can quickly handle and respond to. The CRM tool enables your team to skip reading each email by sorting them with Case Filters with the use of labels or custom fields. Tracking concern status and priority cases are made quicker as well.

Help clients help themselves

Create your own customized Support Center with the help of the Desk editor, selecting your color, contact forms or even completely fix the design with HTML and CSS to match the design and look of your website. The Content Manager will also allow you to update as well as customize the Support Center for various brands without the need for an information technology staff. In addition, you can add built-in community discussions to the website.

Be more productive

Create system rules to hasten customer support, such as auto task assignment, case status setting, role associations, as well as priority setting. You can use Macros to have a standard response or perform different actions. Pick all cases to modify status or owner with just one action. You can also use badges to reward performance and encourage employees to do better.

Customer profiles

You can organize customer history such as contact and company data, past or pending issues, in the cases so your sales agents can personalize their response. You can tap Sales Cloud within Desk to act on or view customer information in real time.

Get quick summary of key metrics

Desk has an efficient dashboard that provides month-over-month or week-over-week analytics and analyze outliers. You can measure immediately the agent performance for pending or resolved cases. You can customize customer reports so you can focus on your priorities.

Get multi-lingual customer support

Respond and even impress clients in their native language with the tool’s 36 languages and variations that are accessible using the intelligent content management tool. You can assign languages to sales agents based on their fluency for maximum outcome.

Mobile

You can bring Desk with you whenever or wherever you have Internet connection. The tool allows support for Android, iPad/iPhone, and Blackberry devices. Mobile features include Pocket Power, Reply by Email, Notifications, and Mobile Support Center.

Salesforce integration

Desk is synced well with Salesforce enabling sales and support teams to discuss and have the same holistic view of a client, resulting in fast and efficient service and deliverables.

Technical Specifications

Devices Supported

  • Web-based
  • iOS
  • Android

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:

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

Video

Customer Support

Phone
Online

Pricing Plans

Desk.com pricing is available in the following plans:

Free trial
Start Plan
$3 a month
Standard Plan
$35 monthly
Plus Plan
$65 monthly
Enterprise Plan
By quote
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