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.
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Google Analytics
Score8.3 out of 10
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Google Analytics is perhaps the best-known web analytics product and, as a free product, it has massive adoption. Although it lacks some enterprise-level features compared to its competitors in the space, the launch of the paid Google Analytics Premium edition seems likely to close the gap.
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
Google Analytics is particularly well suited for tracking and analyzing customer behavior on a grocery e-commerce platform. It provides a wealth of information about customer behavior, including what products are most popular, what pages are visited the most, and where customers are coming from. This information can help the platform optimize its website for better customer engagement and conversion rates. However, Google Analytics may not be the best tool for more advanced, granular analysis of customer behavior, such as tracking individual customer journeys or understanding customer motivations. In these cases, it may be more appropriate to use additional tools or solutions that provide deeper insights into customer behavior.
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
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
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
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
We will continue to use Google Analytics for several reasons. It is free, which is a huge selling point. It houses all of our ecommerce stores' data, and though it can't account for refunds or fraud orders, gives us and our clients directional, real time information on individual and group store performance.
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
Google Analytics provides a wealth of data, down to minute levels. That is it's greatest detriment: find the right information when you need it can be a cumbersome task. You are able to create shortcuts, however, so it can mitigate some of this problem. Google is continually refining Analytics, so I do not doubt there will be improvements
We all know Google is at top when it comes to availability. We have never faced any such instances where I can suggest otherwise. All you need is a Google account, a device and internet connection to use this super powerful tool for reporting and visualising your site data, traffic, events, etc. that too in real time.
This has been a catalyst for improving our site's traffic handling capabilities. We were able to identify exit% from our sites through it and we used recommendations to handle and implement the same in our sites. We have been increasing the usage of Google Analytics in our sites and never had any performance related issues if we used Analytics
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
The Google reps respond very quickly. However, sometimes they can overly call you to set up an apportionment. I'm very proficient and sometimes when I talk to reps, they give beginner tutorials and insights that are a waste of time. I wish Google would understand my level of expertise and assign me to a rep (long-term) that doesn't have to walk me through the basics.
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
love the product and training they provide for businesses of all sizes. The following list of links will help you get started with Google Analytics from setup to understanding what data is being presented by Google Analytics.
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.
I think my biggest take away from the Google Analytics implementation was that there needs to be a clear understanding of what you want to achieve and how you want to achieve it before you start. Originally the analytics were added to track visitors, but as we became more savvy with the product, we began adding more and more functionality, and defining guidelines as we went along. While not detrimental to our success, this lack of an overarching goal resulted in some minor setbacks in implementation and the collection of some messy data that is unusable.
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
I have not used Adobe Analytics as much, but I know they offer something called customer journey analytics, which we are evaluating now. I have used Semrush, and I find them much better than Google Analytics. I feel a fairly nontechnical person could learn Semrush in about a month. They also offer features like competitive analysis (on content, keywords, traffic, etc.), which is very useful. If you have to choose one among Semrush and Google Analytics, I would say go for Semrush.
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
Google Analytics is currently handling the reporting and tracking of near about 80 sites in our project. And I am not talking about the sites from different projects. They may have way more accounts than that. Never ever felt a performance issue from Google's end while generating or customising reports or tracking custom events or creating custom dimensions
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
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
