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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Join.me (discontinued)
Score9.8 out of 10
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Join.me, once acquired by LogMeIn in 2019, was an audio, video, and web conferencing tool targeted at SMBs. Its software can be used across various devices and includes features such as one-click scheduling, personal links, interactive whiteboards, and presenter swapping. It has since been discontinued.
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
I would neither recommend nor dissuade anyone from using Join.Me. When it first came on the scene, it was a game-changer as far as providing remote access to other authorized individuals and helped save a great deal of time trying to walk someone less proficient through all the detailed steps of computer repair. However, with the proliferation of Zoom and other conferencing products that also provide built-in remote access through its service, the need for a separate application is now limited and not as essential as its own product.
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
No need to download anything to get started. Once you sign up you can get started from within your browser. This is probably the single best feature, its a get up and go solution for video conferencing and you do not need any software for it to work.
The one click join a meeting URL is genius. Users who struggle with remembering passwords or invites can just click a link and immediately participate in a meeting which means one email and a couple of clicks and a meeting can start.
Good control features - As the main user, you have many control features including deciding who can speak, annotations, screen sharing easily.
Screen Recordings to the Cloud - This can save on time when you have had a long conference, you can save a recording to the cloud and download it later.
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
There should be a complete guide to understand its features before installation because if one feature will be missed then, we can’t get them working properly.
Furthermore, there should be high-quality internet for getting its function and it won’t work without good network coverage.
I think its interface is a little hard for beginners and is not that user friendly.
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
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
Join.me is one of the easiest programs I've ever used. It's so easy to get it set up and installed and even easier for someone to join a meeting. The controls are very intuitive and labeled appropriately. The UIX makes sense. It's been a reliable product in my app stack-I love it!
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
I honestly haven't reached out to their Support team. I get notifications of what they are working on which is good to see, but I haven't directly spoken with any of them. I think my main reason for this is that join.me gives me just what I need (not much more and not much less).
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.
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
If you're looking for something basic that handles a little bit of everything when it comes to meetings, screen shares and remote desktop control join.me is a great options. If you're a super user and really wanting a lot of detailed features and rich user interfaces and money is not an issue you may want to consider use specific options.
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
Customer support solution - join.me has made it so much easier to quickly get with a customer and see their trouble and show them a solution. This saves lots of back and forth time and gives the customer more power over owning their solution.
More efficient communication - without join.me we would waste time going back and forth on emails or slack trying to get our message across. Join.me lets us quickly show AND tell others what's going on. I honestly don't know how we ever functioned without it.
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
