CloudFront is the content delivery network (CDN) from Amazon Web Services.
$0.02
Desk.com (discontinued)
Score 8.3 out of 10
N/A
Desk.com was a helpdesk, ticketing, and customer support product offered by Salesforce, and oriented towards the needs of small businesses. It is no longer sold and support has been discontinued. Salesforce recommends its modern Service Cloud as a replacement.
Amazon CloudFront is the perfect solution for any type of company. If a company is small or medium size, CloudFront offers 1 TB monthly free bandwidth which is more than for any small and medium size companies. If we compare the speed of CloudFront with other CDN, CloudFront is way ahead of their competitors and with 1 TB free bandwidth. If someone is ready to invest time in CloudFront documentation then he/she definitely go for it.
Once I had to search the logs to find cases and data on a particular keyword, but I was not able to do so as there was no search tool available, nor was there a sort or filter tool. I was totally frustrated as I had to skim through the data to complete my task manually.
if a website’s static data are based in New York City, people in Boston will get the content faster than people in San Francisco or Tokyo. The farther away customers are from a company’s data center, the slower the website or application loads. This problem can be fixed with a content delivery network like Amazon CloudFront
When a visitor requests a file from your website, Amazon CloudFront automatically sends the request to a copy of the file at the nearest edge location. This results in faster download times.
You may have great hosting but it doesn’t have the capacity or scalability offered by Google, Microsoft or Yahoo. The better CDNs like Amazon CloudFront offer higher availability, lower network latency and lower packet loss.
Amazon CloudFront provides 24/7 email and phone support
Amazon CloudFront Free Tier allows you to free up to 50 GB of data transfer and 2,000,000 HTTP and HTTPS requests / month for one year.
Desk.com automatically tracks analytics on all cases coming in and going out.
Desk.com helps prevent multiple people from working on the same case. However, it does allow us to assign the case to someone else if we feel that person is more qualified to address the case.
Desk.com has very few bugs or server issues that we've seen. This helps prevent any delays in communicating with our customers.
Internal knowledge tools are clunky and annoying to access, outside the regular workflow of everyday staff
Arbitrary and confusing limitations in business rules and custom fields
Arbitrary and confusing limitations in case handling - for example, if you begin a case as a phone call you CANNOT email the customer from the case. As though no one working at Desk has ever sent a follow-up email...?
Not very good for B2B, mid-to-large businesses. Difficult to set business rules based on company information (for example, service level/tier) and nearly impossible to track key stakeholders and get clear insight into the relationship at a high level
Reporting tools are clunky, slow, and just all-around pretty useless
We will be very likely to renew our contract with Desk.com. It is easy to use, and provides us with everything we need to keep our customers and employees happy. They have also been very helpful in catering the application to our specific and unique needs, including working across brands and adding specific content for our products
Desk.com and Salesforce Service Cloud's usability is seamless to get up and running, administer, and scale across the organization. It allows us to get up and running in days rather than weeks and has transformed our customer support teams globally into efficient, world-class teams. The best practices that the Salesforce and Desk.com teams provide are also very valuable, as we have the right case studies and tips to implement right away in our organization.
CloudFront is a good CDN solution. It can be a bit complicated to implement depending on your needs, but AWS tech support is great. You get to avoid a ton of upfront costs by going with CloudFront. It works best in conjunction with other AWS services in your infrastructure. Once you set it up, you won't need to do much to maintain it. It just works.
Their support leaves much to be desired. They do not respond quickly and do not follow up with feature requests. There is also a lack of on-demand or live training available for the teams to use as they learn a new tool. Because there is so much customization, a lot of questions do come up regularly.
As I stated earlier, implementation of Desk.com went more smoothly than most. The resources in the "Support Center" are fantastic, and I never ran into anything that left me stumped, angry, or disappointed.
Amazon has always been creative and leading, and I have been using its services for years. They are very reassuring and have fast and responsive support--you can call them from any time zone to respond quickly. High security on servers, open hands on changes, and increasing and decreasing server resources and features.
Overall, it performs a lot better than all three combined, with a lot fewer glitches and a lot more user-friendly and user experience efficiency. Any new link that needs to be done, takes a lot less time to execute on desk compared to the three others. Simply advanced when it comes to execution this platform is.
Better customer service and employee efficiency when dealing with cases
It's so universal, meaning that everyone can use it and it's easy to understand.
The only negative impact is that our IT department who is assigned tickets has responded to customers instead of to the local reps and we have to ensure they know to change the email if it's assigned to them.
