What users are saying about
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
91 Ratings
54 Ratings

Desk.com

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91 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.2 out of 100
54 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.3 out of 100

Feature Set Ratings

    Incident and problem management

    Desk.com

    Feature Set Not Supported
    N/A
    8.7

    Kustomer

    87%
    Kustomer ranks higher in 6/6 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    8.6
    86%
    15 Ratings

    Expert directory

    N/A
    0 Ratings
    8.3
    83%
    14 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    8.5
    85%
    13 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    8.0
    80%
    13 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    9.4
    94%
    16 Ratings

    Ticket response

    N/A
    0 Ratings
    9.5
    95%
    16 Ratings

    Self Help Community

    Desk.com

    Feature Set Not Supported
    N/A
    7.7

    Kustomer

    77%
    Kustomer ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    7.5
    75%
    12 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    7.8
    78%
    12 Ratings

    Multi-Channel Help

    Desk.com

    Feature Set Not Supported
    N/A
    9.0

    Kustomer

    90%
    Kustomer ranks higher in 5/5 features

    Customer portal

    N/A
    0 Ratings
    8.6
    86%
    11 Ratings

    IVR

    N/A
    0 Ratings
    8.3
    83%
    10 Ratings

    Social integration

    N/A
    0 Ratings
    9.2
    92%
    13 Ratings

    Email support

    N/A
    0 Ratings
    9.5
    95%
    16 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    9.6
    96%
    11 Ratings

    Attribute Ratings

    • Desk.com is rated higher in 3 areas: Likelihood to Renew, Performance, Implementation Rating
    • Kustomer is rated higher in 4 areas: Likelihood to Recommend, Usability, Availability, Support Rating

    Likelihood to Recommend

    8.2

    Desk.com

    82%
    45 Ratings
    9.0

    Kustomer

    90%
    37 Ratings

    Likelihood to Renew

    8.4

    Desk.com

    84%
    14 Ratings
    7.9

    Kustomer

    79%
    2 Ratings

    Usability

    8.2

    Desk.com

    82%
    26 Ratings
    9.8

    Kustomer

    98%
    3 Ratings

    Availability

    1.0

    Desk.com

    10%
    4 Ratings
    9.1

    Kustomer

    91%
    2 Ratings

    Performance

    10.0

    Desk.com

    100%
    2 Ratings
    6.4

    Kustomer

    64%
    2 Ratings

    Support Rating

    8.1

    Desk.com

    81%
    31 Ratings
    10.0

    Kustomer

    100%
    11 Ratings

    In-Person Training

    Desk.com

    N/A
    0 Ratings
    7.5

    Kustomer

    75%
    2 Ratings

    Online Training

    Desk.com

    N/A
    0 Ratings
    8.3

    Kustomer

    83%
    2 Ratings

    Implementation Rating

    10.0

    Desk.com

    100%
    2 Ratings
    7.9

    Kustomer

    79%
    2 Ratings

    Configurability

    Desk.com

    N/A
    0 Ratings
    7.9

    Kustomer

    79%
    4 Ratings

    Ease of integration

    Desk.com

    N/A
    0 Ratings
    7.2

    Kustomer

    72%
    4 Ratings

    Product Scalability

    Desk.com

    N/A
    0 Ratings
    9.1

    Kustomer

    91%
    1 Rating

    Vendor post-sale

    Desk.com

    N/A
    0 Ratings
    8.7

    Kustomer

    87%
    4 Ratings

    Vendor pre-sale

    Desk.com

    N/A
    0 Ratings
    9.1

    Kustomer

    91%
    4 Ratings

    Likelihood to Recommend

    Salesforce

    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

    Meta Platforms Inc

    It works really well for you to ask a teammate to review a case/email/message and provide some input since you can all review the same conversations and client accounts. They can also cover your inbox using your email handle in case you are out of the office suing some well deserved PTO.
    Read full review

    Pros

    Salesforce

    • 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

    Meta Platforms Inc

    • All customer data (past orders, communication with customer service, rewards account data) is in one place. This helps agents avoid confusion and reduces the number of tabs they need to open.
    • The Knowledge Base (or K Base) is very helpful. Any time we roll out a new policy or have a limited-time promotion, we can add all the relevant information and worksheets there for the convenience of the agents. That way they can stay in a chat while looking up the answer to a question.
    • We can seamlessly move from chat into email if the customer leaves or the queue times are too long. All the interactions will stay on the customer profile page, so they are kept up to date.
    Read full review

    Cons

    Salesforce

    • 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

    Meta Platforms Inc

    • Small chat window--maybe the ability to chat in real-time with the person who received your ticket would help.
    • Different teams could have differently colored notes.
    • The notification bell could be a bit bigger. It's hard to keep track sometimes, when a lot of notes pile on.
    Read full review

    Pricing Details

    Desk.com

    Starting Price

    Editions & Modules

    Desk.com editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Kustomer

      Starting Price

      $89 per month per user

      Editions & Modules

      Kustomer editions and modules pricing
      EditionModules
      Enterprise$891
      Ultimate$1392

      Footnotes

      1. per month, per user
      2. per month, per user

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      All plans require an annual subscription and 8 users minimum.

      Likelihood to Renew

      Salesforce

      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

      Meta Platforms Inc

      I believe at this time, Kustomer is doing a good job. I really love its functionality at the moment.
      Read full review

      Usability

      Salesforce

      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

      Meta Platforms Inc

      I give this rating based on my experience daily using this CRM, handling multiple communications at my current job, using its features, and learning how Kustomer can make my job easier every day.
      Read full review

      Reliability and Availability

      Salesforce

      We've never had a problem with Desk.com's availability.
      Read full review

      Meta Platforms Inc

      I gave it a 10 rating because it is very helpful and the availability is there when needed. I have never had issues with application errors or unplanned outages so far.
      Read full review

      Performance

      Salesforce

      Fast, responsive, gorgeous, and fun. It's always run like a thoroughbred for me.
      Read full review

      Meta Platforms Inc

      Kustomer Performances need improvement. The pages do load very slowly but that might be because of the information they carry. If Kustomer integrates with other software or systems it does slow the performance. They need to find a solution to this.
      Read full review

      Support Rating

      Salesforce

      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

      Meta Platforms Inc

      I think that it has been good. I am not the primary one in contact with Kustomer support. I know that we have experienced technical issues at different points, which has been frustrating, but in my experience, each problem has been quickly resolved. Working in a fast-paced environment, even fairly minor outages have a big impact, and this has happened to us a few times since using Kustomer.
      Read full review

      In-Person Training

      Salesforce

      No answers on this topic

      Meta Platforms Inc

      Because they are very hands-on in training us and very approachable
      Read full review

      Online Training

      Salesforce

      No answers on this topic

      Meta Platforms Inc

      The best training I did was online. Videos teach as well as explain how everything works and what Kustomer's functions are.
      Read full review

      Implementation Rating

      Salesforce

      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

      Meta Platforms Inc

      Nothing really because it is easy to use. After an hour of using it, we're already getting the hang of it.
      Read full review

      Alternatives Considered

      Salesforce

      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

      Meta Platforms Inc

      Apps like Intercom, Zendesk, and Gorgios all treat customer inquiries as tickets, just tracking that one issue or interaction with a customer. Kustomer treats each customer as an individual, which allows us to provide top-notch customer service. Customers love that we're able to be more conversational and informal, while still solving their issues quickly. It also helps us build relationships with customers and increases repeat orders.
      Read full review

      Scalability

      Salesforce

      No answers on this topic

      Meta Platforms Inc

      Because customer is flexible and scalable
      Read full review

      Return on Investment

      Salesforce

      • 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

      Meta Platforms Inc

      • We’re getting so much positive feedback — which is not something you traditionally associate with a customer care team — because we’re making it effortless for customers to deliver both positive and negative feedback, and we can now resolve the bad feedback really really quickly.
      • Primarily from our increased efficiency with Kustomer, we’ve seen a significant reduction of $3 to $4 for every cost per contact.
      Read full review

      Screenshots

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