Desk.com (discontinued) vs. Simplify360

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Desk.com (discontinued)
Score 8.3 out of 10
N/A
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.N/A
Simplify360
Score 7.8 out of 10
N/A
Simplify360 is a Social Business Intelligence company headquartered in Carrollton, Texas with global clients & operations. Simplify360 is an integrated enterprise solutions provider; offering Social Marketing Suite for agencies, Social Contact Center for BPOs and Social Command Center for Enterprises. Simplify360 operates directly or through partners in the US, Malaysia, Korea, Brazil and the Netherlands to name a few. The company’s products and services are sold in over 100 countries.N/A
Pricing
Desk.com (discontinued)Simplify360
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Desk.com (discontinued)Simplify360
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Best Alternatives
Desk.com (discontinued)Simplify360
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Customer.io
Customer.io
Score 8.3 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.8 out of 10
Conversica
Conversica
Score 9.5 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Desk.com (discontinued)Simplify360
Likelihood to Recommend
8.2
(38 ratings)
8.9
(6 ratings)
Likelihood to Renew
8.4
(14 ratings)
8.8
(6 ratings)
Usability
8.3
(19 ratings)
-
(0 ratings)
Availability
1.0
(2 ratings)
-
(0 ratings)
Performance
10.0
(1 ratings)
-
(0 ratings)
Support Rating
8.2
(21 ratings)
9.1
(1 ratings)
Implementation Rating
10.0
(1 ratings)
-
(0 ratings)
User Testimonials
Desk.com (discontinued)Simplify360
Likelihood to Recommend
Discontinued Products
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.
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Simplify360
To talk directly to the Simplify 360 management and take a call post that. One of the key aspects of investing in any enterprise software is how easy the implementation is and how much support that a company can get in the early implementation process. We have had a quick ramp up learning the tool and had constant interactions with the team at Simplify to better understand and manage issues or get questions answered
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Pros
Discontinued Products
  • 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.
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Simplify360
  • BeFirst publishes to multiple social channels for clients. The publishing module makes publishing very easy and effective.
  • Workflow allows our team to handle customer service requests and brand management issues very quickly to maintain a company's reputation.
  • The ease of set up in the listening module, makes brand reputation very effective.
  • The platform does offer platform provide sentiment analysis, and it works great. The team has found that is very easy to keep up conversations and answer customer for clients or forward the infomation to said client.
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Cons
Discontinued Products
  • 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
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Simplify360
  • I will like to see some improvement in the intuitiveness of the system. There are some great features hidden behind the curtains.
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Likelihood to Renew
Discontinued Products
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
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Simplify360
We have a great relationship with the Simplify team and anyone in our team is able to reach out to them and get answers to questions is a wonderful benefit of working with them. Also we have collaborated with the team to enhance the product, which again is a very welcome gesture from a company that sells a product that helps enterprises listen in to people and support them.
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Usability
Discontinued Products
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.
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Simplify360
No answers on this topic
Reliability and Availability
Discontinued Products
We've never had a problem with Desk.com's availability.
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Simplify360
No answers on this topic
Performance
Discontinued Products
Fast, responsive, gorgeous, and fun. It's always run like a thoroughbred for me.
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Simplify360
No answers on this topic
Support Rating
Discontinued Products
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.
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Simplify360
No answers on this topic
Implementation Rating
Discontinued Products
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.
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Simplify360
No answers on this topic
Alternatives Considered
Discontinued Products
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.
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Simplify360
In side by side analysis, Simplify 360 was much easier to set up teams, work flow and the brand monitoring was quite a bit more accurate
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Return on Investment
Discontinued Products
  • 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.
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Simplify360
  • Reduction of weekly and monthly report building time by over 70%
  • Lead generation increased by over 30%.
  • Online brand negativity neutralized by over 80%.
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ScreenShots

Desk.com (discontinued) Screenshots

Screenshot of Desk.com ConsoleScreenshot of Desk.com Issue ScreenScreenshot of Desk.com Reporting and Analytics