Desk.com Save Yourself a Headache and Just Sign Up
July 02, 2022
Desk.com Save Yourself a Headache and Just Sign Up
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Desk.com
Desk.com is used on our website to provide a chat service for our customer support reps to be able to support users who visit our site, we had a few CSRs and Spanish language channels so that the customers who were visiting our site, typically pay a bill would be able to jump on quickly and get the assistance needed by breaking down the barrier of both having to call and language. This worked very well for us for many years.
- Chat services with customers
- Email filtering
- Alerting customers that a user was available to chat or not
- Email communication channel when live chat agents were not available
- Their licensing was kind of hard to get a handle of if you needed to change you had to go through a salesperson.
- Their filtering to get rid of emails that were not about the chats was something that had to be done at the admin level
- The log in did not sync with AD but this may have changed.
- One CSR could handle 3-4 chat sessions at once
- Many of our customers had very simple questions which could be answered easily by automated responses
- Each chat session was one customer less in the phone queue and often a happier customer than one that was put on hold to wait.
We would have stayed on desk.com if Salesforce did not force us to move off the platform. To be honest it was a great platform at a reasonable price. I was the administrator and our agents were very happy with how things worked. I would go back to them in a heartbeat if I could however it is no longer my responsibility as we moved over to Salesforce lightning and its administration was bundled up in the Salesforce Group.
Do you think Desk.com (discontinued) delivers good value for the price?
Yes
Are you happy with Desk.com (discontinued)'s feature set?
Yes
Did Desk.com (discontinued) live up to sales and marketing promises?
Yes
Did implementation of Desk.com (discontinued) go as expected?
Yes
Would you buy Desk.com (discontinued) again?
Yes