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Paldesk has been praised by users for its effectiveness as an omni-channel solution for customer support. It serves as the first point of …
Starting at $9 per month
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Basic
$9
Cloud
per month
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Product Details
- About
- Tech Details
What is Paldesk?
Paldesk Features
- Supported: Activity Dashboard
- Supported: Alerts/Escalation
- Supported: Automated Routing
- Supported: Customer Database
- Supported: Customizable Branding
- Supported: Email Management
- Supported: Interaction Tracking
- Supported: Knowledge Base Management
- Supported: Macros/Templated Responses
- Supported: Multi-Channel Communication
- Supported: Prioritization
- Supported: Real-Time Chat
- Supported: Reporting/Analytics
- Supported: Social Media Integration
- Supported: Support Ticket Management
- Supported: Third Party Integrations
- Supported: Ticket Management
- Supported: Auto-Responders
- Supported: Customer History
- Supported: Customizable Templates
- Supported: Live Chat
- Supported: Queue Management
- Supported: Reporting & Statistics
- Supported: Surveys & Feedback
- Supported: Virtual Assistant
- Supported: CRM
- Supported: Canned Responses
- Supported: File Sharing
- Supported: Mobile Access
- Supported: Proactive Chat
- Supported: Real-time Consumer-facing Chat
- Supported: Transcripts/Chat History
- Supported: Transfers/Routing
- Supported: Website Visitor Tracking
Paldesk Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Web-Based, Mac, Windows, Android, iPhone, iPad |
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Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
- Pros
- Cons
Paldesk has been praised by users for its effectiveness as an omni-channel solution for customer support. It serves as the first point of contact for visitors with questions or needs not displayed on the site, providing a seamless and efficient experience. One key use case is the ability to respond to chats via email, which has greatly improved customer service and support. This feature allows users to handle conversations from one central location, ensuring that no conversations are forgotten or postponed. Additionally, users have found that Paldesk's ability to list all client wishes and requests in one spot has significantly improved customer care. This centralized approach makes it easier for users to review customer requests, regardless of the time or channel they were sent through. Overall, Paldesk has saved users time, increased efficiency, and enhanced their ability to react faster to customer requests.
Helpful Omni Channel Product: Users have found Paldesk's Omni Channel product to be very helpful, with multiple reviewers praising its features such as the chat widget, feedback widget, and popup builder. The ability to connect different channels to the service has provided a seamless experience across various communication channels, improving efficiency and customer satisfaction.
Customizable Widget Builder: Many users appreciate the customization options available in Paldesk's widget builder, allowing them to personalize the chat widget according to their specific needs. This flexibility enables businesses to create a unique and branded user experience, enhancing engagement and building trust with customers.
Streamlined Communication Integration: Reviewers highly value Paldesk's integration capabilities with different messaging apps, consolidating all communication channels into one platform. This centralized approach saves time for agents by managing customer support from a single dashboard while providing convenience and effectiveness for businesses offering support through Facebook Messenger, chat, email, and more.
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Email channel issues: Several users have expressed dissatisfaction with the email channel in Paldesk, stating that it does not work effectively as their primary contact channel for serious issues. They mention that emails to Paldesk's support team are often left unanswered, even after trying to reach out through alternative channels like Facebook.
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Implementation difficulties: Some users have encountered challenges during the implementation process of Paldesk. They highlight a confusing administrators' panel, caching issues, and a lack of backups for settings. Additionally, they mention experiencing unresponsiveness when assigning a chat, leading to communication problems.
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Limited chatbot functionality: A few users feel that the chatbot functionality in Paldesk is limited compared to other features prioritized by the software. While integrations have been emphasized, these users believe that enhancing the capabilities of the chatbot would greatly benefit their customer service operations.