Desk.com (discontinued) vs. eGain

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
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.N/A
eGain
Score 6.8 out of 10
N/A
eGain is a cloud-based customer engagement hub (CEH) used by contact centers to facilitate omnichannel sales and customer service. It includes call tracking, click to call, live chat and cobrowsing, social media customer service, email support ticket management, social offers, and a knowledgebase for agent enablement and/or customer self-service. It can be integrated with Cisco Unified Contact Center Enterprise to extend Cisco's voice capabilities with web self-service, chat, knowledgebase, and…N/A
Pricing
Desk.com (discontinued)eGain
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Desk.com (discontinued)eGain
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Desk.com (discontinued)eGain
Top Pros

No answers on this topic

Top Cons

No answers on this topic

Best Alternatives
Desk.com (discontinued)eGain
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Sogolytics
Sogolytics
Score 8.9 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
Enterprises
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.8 out of 10
Quadient Inspire
Quadient Inspire
Score 9.4 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Desk.com (discontinued)eGain
Likelihood to Recommend
8.2
(38 ratings)
7.0
(1 ratings)
Likelihood to Renew
8.4
(14 ratings)
-
(0 ratings)
Usability
8.3
(19 ratings)
-
(0 ratings)
Availability
1.0
(2 ratings)
-
(0 ratings)
Performance
10.0
(1 ratings)
-
(0 ratings)
Support Rating
8.2
(21 ratings)
-
(0 ratings)
Implementation Rating
10.0
(1 ratings)
-
(0 ratings)
User Testimonials
Desk.com (discontinued)eGain
Likelihood to Recommend
Discontinued Products
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
eGain Corporation
Search function Global Synonyms Guided Helps. Documentation does a great job of describing features but lacks the big picture of how things relate to one another. Strong consulting partnership and customer focus. There are areas where they need to improve - Improve compliance & risk management plus Improve customer relations/service.
Read full review
Pros
Discontinued Products
  • 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
eGain Corporation
  • Multiple options to choose channel of your convenience
  • The product capabilities are very good. Easy for integration and deployment
  • Strong consulting partnership
Read full review
Cons
Discontinued Products
  • 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
eGain Corporation
  • Service and support needs to be done better.
  • Compliance and risk management needs to be improved
Read full review
Likelihood to Renew
Discontinued Products
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
eGain Corporation
No answers on this topic
Usability
Discontinued 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.
Read full review
eGain Corporation
No answers on this topic
Reliability and Availability
Discontinued Products
We've never had a problem with Desk.com's availability.
Read full review
eGain Corporation
No answers on this topic
Performance
Discontinued Products
Fast, responsive, gorgeous, and fun. It's always run like a thoroughbred for me.
Read full review
eGain Corporation
No answers on this topic
Support Rating
Discontinued Products
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
eGain Corporation
No answers on this topic
Implementation Rating
Discontinued Products
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
eGain Corporation
No answers on this topic
Alternatives Considered
Discontinued Products
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
eGain Corporation
While searching for a Customer Experience software, eGain came first in the search and we were pretty satisfied with the product features it has. We liked the support and customer service which made sure all our queries were answered in a very short turnaround time.
Read full review
Return on Investment
Discontinued Products
  • 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
eGain Corporation
  • eGain helped in improvising our customer engagements
  • Customer retention was made possible as the tool helps us analyse the painpoints of the customer
  • Social Media Marketing helped to gain a lot of customers with minimal cost incurred.
Read full review
ScreenShots

Desk.com (discontinued) Screenshots

Screenshot of Desk.com ConsoleScreenshot of Desk.com Issue ScreenScreenshot of Desk.com Reporting and Analytics