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Desk360 is a versatile customer support tool that has proven to be invaluable for users in various use cases. With its ability to handle …
Overview
What is Desk360?
Desk360 is a customer support and helpdesk software designed to streamline customer inquiries and enhance support services for businesses. According to the vendor, it caters to companies of all sizes, from small startups to large enterprises. Professionals in various industries, including customer support...
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Product Details
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- Tech Details
What is Desk360?
Desk360 is a customer support and helpdesk software designed to streamline customer inquiries and enhance support services for businesses. According to the vendor, it caters to companies of all sizes, from small startups to large enterprises. Professionals in various industries, including customer support representatives, helpdesk managers, IT support teams, e-commerce companies, sales teams, marketing teams, and SaaS companies, can potentially benefit from Desk360's features and functionalities.
Key Features
Shared Inbox: According to the vendor, Desk360 offers a shared inbox where customer support teams can manage customer messages from multiple channels, aiming to ensure efficient communication and potentially reduce response time.
Ticket Management Between Teams: Desk360 enables businesses to create and manage multiple teams within the platform, potentially facilitating collaboration and effective communication between different departments or support teams.
Auto-response to tickets: According to the vendor, Desk360 provides an auto-response feature that allows businesses to send pre-defined quick answers to customer tickets, potentially saving time and providing immediate responses to common inquiries.
Secure Helpdesk: The vendor claims that Desk360 prioritizes the security of customer data and provides a secure helpdesk environment, complying with information security management standards.
SLA Management: According to the vendor, Desk360 offers SLA (Service Level Agreement) management features, allowing businesses to set and track response and resolution times for customer tickets, potentially ensuring high service standards.
Support Channels: Desk360 supports various communication channels, including email, web contact forms, live chat, WhatsApp, and social media channels, aiming to provide a centralized platform for customer communication.
Helpdesk Integrations: According to the vendor, Desk360 integrates with popular third-party tools and platforms such as Jira, Slack, Trello, Twitter, Facebook, Instagram, and Shopify, potentially streamlining workflow and centralizing customer communication.
Analysis & Reporting: Desk360 provides detailed analysis and reporting features, according to the vendor, allowing businesses to track and analyze ticket volumes, performance metrics, and customer satisfaction levels for data-driven decision-making.
Self-service Helpdesk: The vendor states that Desk360 offers a self-service helpdesk feature, enabling businesses to create a knowledge base or FAQ section for customers to find answers to common questions, potentially reducing the workload on support teams.
Chatbot Integration: According to the vendor, Desk360 integrates with chatbot platforms, potentially automating customer interactions and providing instant responses, aiming to improve response times and enhance the overall customer experience.
Desk360 Features
- Supported: Multi-Channel Communication
- Supported: Knowledge Base Management
- Supported: Reporting/Analytics
- Supported: Ticket Management
- Supported: Alerts/Escalation
- Supported: Customer Database
- Supported: Customizable Branding
- Supported: Email Management
- Supported: Interaction Tracking
- Supported: Macros/Templated Responses
- Supported: Real-Time Chat
- Supported: Self Service Portal
- Supported: Service Level Agreement (SLA) Management
- Supported: Social Media Integration
- Supported: Workflow Configuration
- Supported: Canned Responses
- Supported: Case Management
- Supported: Customer Complaint Tracking
- Supported: Feedback Management
- Supported: Forms Management
- Supported: Issue Tracking
- Supported: Quality Assurance
- Supported: Routing
- Supported: Social Media Monitoring
- Supported: Survey/Poll Management
- Supported: Batch Communications
- Supported: Chat/Messaging
- Supported: Content Management
- Supported: On-Demand Communications
- Supported: Personalization
- Supported: Template Management
- Supported: Video Support
- Supported: Workflow Management
- Supported: Customer Segmentation
- Supported: Dashboard
- Supported: Knowledge Management
- Supported: Multi-Channel Data Collection
- Supported: Negative Feedback Management
- Supported: Text Analysis
- Supported: Complaint Monitoring
- Supported: Auto-Responders
- Supported: Live Chat
- Supported: Performance Metrics
- Supported: Queue Management
- Supported: Surveys & Feedback
- Supported: Offline Form
- Supported: Proactive Chat
- Supported: Transfers/Routing
Desk360 Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Web-Based |
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Desk360 is a versatile customer support tool that has proven to be invaluable for users in various use cases. With its ability to handle multiple communication channels, users have found that Desk360 allows them to reach new leads quickly and communicate with businesses faster. The feature of channel-by-channel communication makes it easy for users to follow requests from every channel and stay organized. Additionally, the regular filtering of requests from multiple channels ensures that users can efficiently manage their workload.
One of the standout features of Desk360 is its ability to tag customer claims and generate reports on a daily, weekly, and monthly basis. Users appreciate this functionality as it enables them to track their performance, identify trends, and make data-driven decisions. Another use case where Desk360 excels is in simplifying customer support by collecting all channels in one place. This not only streamlines the process but also eliminates the need to respond to requests sent through different channels repeatedly.
Desk360's efficiency in responding back to customers has been praised by users, allowing them to provide quick and effective support. It also handles a high volume of customer inquiries within a limited amount of time, relieving the workload on support teams. Users value being able to view all data in one place and solve partner's problems without wasting time navigating between different platforms.
Desk360 extends its support beyond traditional channels by providing customer support for mobile applications. This feature allows users to manage all evaluations from a single screen, enabling seamless communication with app users. Moreover, Desk360 makes it easy for users to connect channels and manage user reviews while providing automated report sources. This optimizes problem-solving time and provides critical data to the product team about user pain points.
In summary, Desk360's key use cases include efficient lead generation, streamlined communication across multiple channels, improved reporting and data analysis, simplified customer support management, quick response times, scalability for high inquiry volumes, convenient mobile app support, seamless integration with various channels, and valuable insights into user pain points. Users appreciate the simplicity, functionality, and time-saving capabilities of Desk360, making it an efficient tool for providing customer support.
User-Friendly Interface: Many reviewers have praised Desk360 for its user-friendly interface and easy navigation. Users mention that it is simple to log in and adapt to using the software, making it a hassle-free experience.
Excellent Customer Support: Several users have expressed their appreciation for Desk360's quick response and amazing customer support. They highlight the helpfulness of the customer support team, who go above and beyond to assist them with any issues or questions they may have.
Seamless Data Reporting: Reviewers recommend Desk360 because of its ability to provide an overall perspective on support and customer satisfaction. They find it useful for contacting end-users and appreciate the seamless data reporting feature, which allows them to gather insights easily from one central location.
Mobile Application Development: Some users have expressed their dissatisfaction with the mobile application for Desk360, stating that it could be developed in a better way.
Job-Sharing Functionality Issues: Several reviewers have encountered problems with job-sharing arrangements not functioning properly within Desk360.
Delayed Ticket Creation: A common concern among users is the delay in ticket creation. They mention that it takes around 5-10 minutes to receive a ticket after the actual mail arrives in their email inbox.
Users have made several recommendations based on their experience with the product. Firstly, they believe that new features should be added in the future to enhance the tool's usability. Secondly, users highly recommend using the tool to manage all support requests in one place. Lastly, they suggest trying out the free plans as they believe there is nothing to lose. These recommendations provide valuable insights for potential users and contribute to the overall understanding of the product's strengths.