Likelihood to Recommend 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 If you need a good way for players to send in support tickets that propagates in real-time, Helpshift would be a service I'd recommend.
Read full review Pros 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 Their customer support is very responsive. If they have any problems, they fix them quickly. They are constantly trying to improve and expand their offering, which is beneficial to our growing company. It is very user-friendly and easy to manage. The analytics are pretty good as well. Read full review Cons 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 While I am not an engineer; it is known that Helpshift can be a bit of a pain to get it implemented into our applications. There are some issues with the badge when it comes to the notifications of messages that let the user know they have a reply from customer service. The website dashboard that is used to respond to customers has trouble sometimes and is very slow. Read full review Likelihood to Renew 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 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 Helpshift is really easy to use and set up. We enjoy the automation to automatically route certain issues to different smart folders. There's just a lot of flexibility in the functionality to make things work for our team in the best way. I didn't give it a 10/10 just because we need SMS/Apple Business Chat and Helpshift doesn't yet offer that. They also don't currently support social media channels but they are working on releasing that soon.
Read full review Reliability and Availability We've never had a problem with Desk.com's availability.
Read full review Performance Fast, responsive, gorgeous, and fun. It's always run like a thoroughbred for me.
Read full review Support Rating 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 The few times we've had to contact them, they were courteous and gave us the information we needed swiftly.
Read full review Implementation Rating 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 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 Zendesk is used for customer communication via email and Helpshift is used for chat, they are for the same purpose but with different response times.
Read full review Return on Investment 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 The ability to properly organize and delegate work to customer service representatives has been a very positive ROI after using Helpshift. The customer service reps are much happier with this system over the previous system of a general company email address and other CS software tools. Read full review ScreenShots Desk.com (discontinued) Screenshots