Likelihood to Recommend Specific scenarios where Communifire would be well suited to an organisation, would be companies that are people focused and committed to frequent and open communication channels from both the top-down and bottom-up. It also would suit organizations that are committed to providing the staff opportunities to collaborate, share and actively contribute to company initiatives and planning. If these aren't elements of your organization's culture, the system would still work for you or those companies who just want to push information out and have an effective intranet. Communifire would cater to these scenarios just as well and is more than capable of providing that type of simple solution.
Read full review 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.
Read full review Pros Communifire allows people to connect easily through instant chat and messaging. It works similarly to other social media platforms like Facebook so its not hard to learn. Communifire makes it easy to share news and events with our community and the presentation of this information looks very professional. I found Communifire quite easy to configure to our individual needs. There were a lot of options to turn things on or off. This was important to us because in some areas of our community we wanted to allow our contractors many features and in other areas we wanted to really limit what was on offer. We had a big list of things we needed a platform to do. Communifire ticked all the boxes. Read full review 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. Read full review Cons Some UX issues that could be improved Some architecture decisions don't make complete sense to me (though that's just one man's opinion) Read full review 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 Read full review Likelihood to Renew Our business depends upon this software to provide information on all aspects of our business. The future of business is a marriage between web site and customer interaction. This software will allow us to move in that direction.
Read full review 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
Read full review Usability This rating has a caveat - there is always room for improvement, and this team gets it. You always learn from customers how to do things better and easier, so it is a constant learning of how people use the site. Although the search engine is exceptional, most people do not use it as their first line of research. Much of the usability has to do with layout - and is not just a software usability item, so the rating is severely dependent up on the layout/options you choose for your usage. And their team will do anything in their power to get the results and layout you want. The areas that need improvement - and acknowledged by the team - are the administrative tools. There are a ton of options, and it takes a little to learn some of those. For most people, however, this won't be an issue, because the support team will always help you. This is always the case with more power. If there were fewer options it would no doubt be easier, but they give you the keys to all of the cars in the lot; so a little more to learn.
Read full review 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.
Read full review Reliability and Availability Never any problems. Quite impressed
Read full review We've never had a problem with Desk.com's availability.
Read full review Performance Works in real time.
Read full review Fast, responsive, gorgeous, and fun. It's always run like a thoroughbred for me.
Read full review Support Rating I have always found Communifire support to be exceptional. We have had a personal account manager who has been very helpful.
Read full review 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.
Read full review Implementation Rating I found the system to be very flexible and the Communifire team very supportive in helping me identify solutions for my goals.
Read full review 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.
Read full review Alternatives Considered We selected Communifire for the excellent sales support, strong feature set and quick set up time. We were able to get started immediately and build out features as need required which led to faster execution and higher adoption rates among our team.
Read full review 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.
Read full review Return on Investment We are still building out features of the platform but with implemention of paid features by members, we will be able to cover our operating cost of the platform. Read full review 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. Read full review ScreenShots Desk.com (discontinued) Screenshots