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 Yammer is great when you have a company culture that encourages friendly collaboration and communication. It can be a great supplement (but certainly not a substitute) for bonding and sharing ideas and thoughts. Certain channels can be really successful, too, like a channel where people can post dog pictures or something fun like that!
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 Providing a platform for social news in the company where "bottom up" topics can percolate freely across department Social networking across the company where folks can divide their work into topics instead of teams Basic collaboration within a group including document sharing with ability to pin documents to a team 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 Although the social enterprise network works very well, there is room for some slight improvement - such as the ability to attract users. By being part of the Microsoft Office Suite, it is offered as an "add-on" and many overlook it and see it as unnecessary at first. It would be smart for Microsoft to sell it as its own product so it could gather more popularity as a "social network". Giving an option to filter results could be better as well as giving an option to turn off the "recent activity" bar on the home page. 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 Microsoft is dedicated to continual improvement on Yammer. They realize the value that Yammer brings to the table with their clients. In the short time that we have had Yammer implemented, we are just now beginning to see the strong impact it has on becoming more effective and efficient around collaboration.
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 Overall easy to use and intuitive, although limited in the possibility to personalize layout and look & feel of a site. Some functionalities are not easy to use, like document editing, but some others are quick and effective (posts and tagging above all). Performance and responsiveness of the Yammer site is typically acceptable, in my experience.
Read full review Reliability and Availability We've never had a problem with Desk.com's availability.
Read full review Very available
Read full review Performance Fast, responsive, gorgeous, and fun. It's always run like a thoroughbred for me.
Read full review It's a simple product but it does provide value.
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 We have never had to use the support for Yammer. The tool works well and we have not come across any bugs. User Interface is simple and easy to use, similar to other forum type products, thereby removing the need for any extensive training. Team members are invited in and immediately are able to start using the tool.
Read full review Online Training The training that Microsoft provides is very generic training for Yammer. I like the fact the training is short and easy to understand
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 We organically implemented the product
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 Our team briefly used Salesforce.com's Chatter product before switching over to Yammer in 2012. While Chatter is essentially the same product as Yammer, it left much to be desired. Chatter's design was (and remains) clunky and difficult to navigate. Yammer is a simple, easy-to-use product that offers similar functionality as Salesforce's Chatter.
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 My company is pleased with the positive impact Yammer has created departmentally and on an individual basis with work flow efficiency. Adversely, most old and new employees are more familiar with SharePoint, causing the company to pay for training for all current and incoming employees. As Yammer becomes more widely used, the need for training may diminish, which is where we will see our return on investment, as the product clearly provides a more effective form of file sharing and communication between employees and their department. Read full review ScreenShots Desk.com (discontinued) Screenshots