CleverTap is a mobile marketing solution that helps marketers create differentiated customer engagement strategies that are designed to drive growth. The vendor’s value proposition is that thousands of brands continue to build valuable relationships with their customers using CleverTap’s Intelligent Mobile Marketing Platform, which provides actionable, real-time insights for building amazing customer experiences. According to the vendor, key features and…
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Desk.com (discontinued)
Score8.3 out of 10
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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.
It is quite suited for all the SMS, emails, and other in-game campaigns, but wherein the delivery rate I personally feel it is less, and it has [a] limitation on 5 pins for the day for 1 user, it should be unlimited.
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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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
User communication: it provides a single dashboard to help us reach out to our users via email, push, web push, SMS, in-app and now even WhatsApp. Not just that, we can set up various types of targeting, such as one-time, recurring, date/time based, etc.
Analytics: it offers various views and cuts to analyze the user data, be it in the form of trends, funnels, recency-frequency, user cohorts and segments, etc.
Tracking: it helps us track the impact of various paid and organic marketing channels, through which we can adjust spends and focus on the channels that make an impact.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Customer service isn't that great [from my experience], most of the time the team is puzzled or will leave the client puzzled.
Price is very high with respect to the features available. MAU based pricing with a flawed sense of MAU calculation.
The way they calculate MAU is morally wrong. If a customer opens my email that I am sending via AWS, and they don't even come on my app, how can you consider them as active user?
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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
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
Edit: Clevertap added attribution tools to its features, making it possible to track your user acquisition sources. CleverTap is as complete as Localytics. It provides us good segmentation, analysis and engagement tools for a good competitive price. T̶h̶e̶ ̶o̶n̶l̶y̶ ̶d̶o̶w̶n̶s̶i̶d̶e̶ ̶i̶s̶ ̶t̶h̶a̶t̶ ̶C̶l̶e̶v̶e̶r̶t̶a̶p̶ ̶d̶o̶e̶s̶ ̶n̶o̶t̶ ̶h̶a̶v̶e̶ ̶a̶t̶t̶r̶i̶b̶u̶t̶i̶o̶n̶ ̶t̶o̶o̶l̶s̶,̶ ̶w̶h̶i̶l̶e̶ ̶L̶o̶c̶a̶l̶y̶t̶i̶c̶s̶ ̶d̶o̶e̶s̶. One other major advantage of Clevertap is its customer service. They are always standing by to promptly respond to any question you might have regarding its usability or its development. This kind of careful attention is really appreciated.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Our additional revenues from additional in-site promotions during a festive sales jumped 40% after using Clevertap pop-ups that targeted people at the product & category level.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
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.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
