Desk.com (discontinued) vs. Sprinklr Service

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
Sprinklr Service
Score 8.1 out of 10
N/A
Sprinklr Service is a cloud-native unified customer service platform powered by AI that enables seamless customer & agent experience across 30+ digital, social and voice channels, and delivers real-time actionable & scalable insights. Sprinklr Service – Enables customers to interact with a brand on their preferred channel for a consistent brand experience. Empowers agents with unified/360 customer view and…
$249
per month per seat
Pricing
Desk.com (discontinued)Sprinklr Service
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Desk.com (discontinued)Sprinklr Service
Free Trial
YesYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional Details
More Pricing Information
Community Pulse
Desk.com (discontinued)Sprinklr Service
Considered Both Products
Desk.com (discontinued)
Chose Desk.com (discontinued)
I would say it is a best product when you have to take up the customer calls as well as deep dive customer details while addressing their complaints and issues. It is one of the best tools out there in the market and so many multinational companies are taking benefit of the …
Sprinklr Service
Chose Sprinklr Service
• We use a tool called HelpSpot for email ticketing. They have a knowledge base for FAQs but no forum / community platform. Their technology not nearly as good • We looked at a number of tools that did either FAQ or feedback or community, but none except Sprinklr Modern Care …
Top Pros
Top Cons
Features
Desk.com (discontinued)Sprinklr Service
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Desk.com (discontinued)
-
Ratings
Sprinklr Service
8.7
1 Ratings
4% above category average
Agent dashboard00 Ratings8.01 Ratings
Validate callers00 Ratings8.01 Ratings
Outbound response00 Ratings8.01 Ratings
Call forwarding00 Ratings8.01 Ratings
Click-to-call (CTC)00 Ratings8.01 Ratings
Warm transfer00 Ratings9.01 Ratings
Predictive dialing00 Ratings9.01 Ratings
Interactive voice response00 Ratings10.01 Ratings
REST APIs00 Ratings9.01 Ratings
Call scripts00 Ratings9.01 Ratings
Call tracking00 Ratings9.01 Ratings
Multichannel integration00 Ratings9.01 Ratings
CRM software integration00 Ratings9.01 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Desk.com (discontinued)
-
Ratings
Sprinklr Service
9.9
1 Ratings
18% above category average
Inbound call routing00 Ratings10.01 Ratings
Omnichannel inbound routing00 Ratings10.01 Ratings
Recording00 Ratings10.01 Ratings
Quality management00 Ratings10.01 Ratings
Call analytics00 Ratings10.01 Ratings
Historical reporting00 Ratings10.01 Ratings
Live reporting00 Ratings10.01 Ratings
Customer surveys00 Ratings10.01 Ratings
Customer interaction analytics00 Ratings9.01 Ratings
Best Alternatives
Desk.com (discontinued)Sprinklr Service
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
CloudTalk
CloudTalk
Score 9.5 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 8.7 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Desk.com (discontinued)Sprinklr Service
Likelihood to Recommend
8.2
(38 ratings)
8.5
(25 ratings)
Likelihood to Renew
8.4
(14 ratings)
7.5
(7 ratings)
Usability
8.3
(19 ratings)
8.0
(3 ratings)
Availability
1.0
(2 ratings)
9.9
(3 ratings)
Performance
10.0
(1 ratings)
9.9
(3 ratings)
Support Rating
8.2
(21 ratings)
9.1
(10 ratings)
In-Person Training
-
(0 ratings)
10.0
(1 ratings)
Implementation Rating
10.0
(1 ratings)
9.0
(2 ratings)
User Testimonials
Desk.com (discontinued)Sprinklr Service
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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Sprinklr
Sprinklr Modern Care is great when paired with a chatbot or with larger, more complex teams that have varied skill sets or languages. It is also great for smaller, niche focus teams as it provides the majority of what all organizations will require from routing, to case assignment to governance and reporting
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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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Sprinklr
  • Merge topics: I work for a TV show website and TV fans often write in asking the same questions (ie: How do I watch a show? Has ____ been canceled? etc). The ability to merge duplicate questions to one master FAQ topic allows managers to keep our community organized, keep track of how many people have the same question, and save time that would otherwise be spent replying to each person individually.
  • Multiple management seats/levels: Sprinklr Modern Care allows managers to delegate community management tasks to interns and moderators by giving them access to certain features of our forum without giving them "full control" of our account.
  • Official responses: We're able to make sure our employee responses don't get lost in the shuffle of busy conversation on our forums by marking certain responses as "official." This adds a special badge to important replies and pins them to the top, so users can more easily access the most relevant/accurate response to the issue they're reporting or question they're asking.
  • Easy moderator sorting/view: The manager console allows community managers to customize the way they view the forum, and therefore more easily spot high-priority items. Sort by post date, number of replies on a topic, or filter posts to view topics that have not yet been addressed by an employee to make sure nothing slips through the cracks.
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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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Sprinklr
  • I find it difficult to dive into analytics for each social post. The reporting tool gives me an overview of the channels but I would love to look at a breakdown of each post performance.
  • You currently can't add closed caption subtitles to videos uploaded through Sprinklr so this results in having to revert to the native platform.
  • I would love to be able to set up a newsfeed that includes posts from a number of our partner accounts, so I can keep up to date with what they're posting.
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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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Sprinklr
The biggest reason we renewed, and kept up with Sprinklr Modern Care is because it is an active community and there is customer buy-in already. They continue to update and improve the product, but more importantly, the customers are using it. It's easy to switch products when it's not an active component in your daily structure, but switching and migrating the data or providing alternatives becomes difficult when customers have grown accustomed to a specific experience. As long as they continue to improve the available features and the community stays active, renewed use will continue.
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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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Sprinklr
I've spent year designing products so I'm a tough judge when it comes to other solutions. It's clear that Sprinklr Modern Care was designed for the average online consumer with a very user friendly interface. They have made improvements to the admin tools to make that area of the product easier to use as well.
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Reliability and Availability
Discontinued Products
We've never had a problem with Desk.com's availability.
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Sprinklr
No issues with system availability. They manage updates in off-peak hours and I usually don't notice the changes until I log into the system the next day.
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Performance
Discontinued Products
Fast, responsive, gorgeous, and fun. It's always run like a thoroughbred for me.
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Sprinklr
Performance is great and is not negatively effecting our processes. We have to make sure it doesn't effect out load times. Not currently seeing any issues with widgets affecting page load times.
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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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Sprinklr
I know the Sprinklr conference calls have been helpful, but sometimes submitting a ticket can be a little daunting. In the past, we've included information in screenshots that are then asked for by a member of the support staff. The turnaround time has been between 3 days, which isn't horrible.
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In-Person Training
Discontinued Products
No answers on this topic
Sprinklr
Our customer support team went through in-person training. I am not unable to rate.
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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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Sprinklr
Basic setup took me less than 30 minutes. This includes initial configuration, putting in the initial content, and getting the look-and-feel customized. The domain routing took the normal lag time any other website or blogging service. The really important thing was to get the user accounts setup and begin seeding the system with content before a public launch.
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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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Sprinklr
First, we had a social studio which was good in terms of functionalities but slow. After that, we had the chance to use Talkwalker & social bakers which were good tools yet not enough compares to Sprinklr
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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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Sprinklr
  • Improved self-support. Many customers are able to find answers to their questions without even posting to our community
  • Excellent peer support. Our customers excel at helping each other. We are lucky to have community members who are experts at our product and many of them are generous with their time and assist newcomers before our community managers are able to!
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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