Name: NestDesk
Author: NestScale

Help Desk

Web and Video Conferencing

Customer Support

Batch Management Software

Development

Board Management

Business Intelligence (BI)

Collaboration

Facility Management

Operational Analytics

Privacy Policy Generators

Enterprise

Accounting

Nonprofit Accounting

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employee Recognition

Employee Scheduling

HR Management

Payroll

Stock Option Plan Administration

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

AI Governance

Archiving

Build Automation

Cloud Cost Management

Cloud Storage

Data Collaboration

Data Mapping

Density-Optimized Servers

Email Encryption

Fraud Detection

IT Service Providers

Integration Platform as a Service (iPaaS)

Internet Performance Monitoring

Mainframe Monitoring

Managed DNS

Network Performance Monitoring

Network Simulation

Platform-as-a-Service (PaaS)

Robotic Process Automation (RPA)

Telecom Expense Management (TEM)

Web Scraping

Workload Automation

Zero Trust Security Solutions

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Blogging

Content Management

Email Marketing

Employee Advocacy

Local Marketing

Marketing Automation

Mobile Analytics

Screen and Video Capture

Search Engine Marketing (SEM)

Social Media Management

Survey & Forms Building

Web Analytics

Website Builder

Marketing

Job Site Management

Project Management

Professional Services

Customer Relationship Management (CRM)

Revenue Operations

Sales Engagement

Social Commerce

Sales

File Integrity Monitoring

Security

Camp Management

Chargeback Management

Dental

ID Card

Laboratory Information Management

Nonprofit CRM

Vertical-Specific

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NestDesk, developed by NestScale, is an integrated software ecosystem designed to enhance customer service and sales for businesses of various sizes. According to the vendor, this platform centralizes customer messages, delivers personalized responses, and offers sales generation capabilities within a single inbox. It is marketed as a solution suitable for small to large-sized businesses, including e-commerce businesses, customer service teams, sales and marketing teams, online retailers, and service-based businesses.

## Key Features

**Centralize Customer Messages**: According to the vendor, NestDesk allows businesses to streamline customer communication by centralizing all messages within one inbox. This is intended to simplify the management and response process, potentially leading to efficient and effective customer service.

**Deliver Personal Responses**: The vendor claims that NestDesk enables businesses to provide personalized responses to customer messages, aiming to create a more tailored and engaging customer experience. This personalization is expected to contribute to stronger customer relationships and enhanced brand loyalty.

**Generate Sales within One Inbox**: NestDesk is marketed as a platform that goes beyond customer service, transforming the messaging platform into a potential sales channel. The vendor suggests that businesses can seamlessly generate sales directly within the inbox, maximizing revenue opportunities and driving business growth.

**Multichannel Helpdesk**: NestDesk offers a multichannel helpdesk solution, allowing businesses to manage customer messages from various communication channels in one centralized platform. According to the vendor, this feature ensures consistent and efficient customer support across all channels.

**Quick Response Shortcuts**: NestDesk provides saved response shortcuts, claimed by the vendor to help businesses respond to customer inquiries more efficiently. These pre-defined responses can be easily accessed and customized, potentially saving time and ensuring consistent messaging.

**Private Notes and Ticket Assignment**: According to the vendor, NestDesk allows users to summarize lengthy conversations and share internal information through private notes. It also enables ticket assignment, aiming to ensure that customer inquiries are directed to the appropriate agent at the right time.

**Automated Responses**: NestDesk offers automation features that allow businesses to automate common responses. The vendor suggests that this time-saving feature ensures prompt and consistent messaging, potentially enhancing overall customer satisfaction.

**Smart Filter for Performance Tracking**: According to the vendor, NestDesk provides a smart filter that allows businesses to track the performance of each store, agent, and communication channel over different time periods. This feature is claimed to provide valuable insight to optimize customer service strategies and improve overall efficiency.

**360° Customer View**: NestDesk provides a holistic view of customer profiles and their interactions with the brand. The vendor claims that this comprehensive customer view allows businesses to better understand their customers, personalize interactions, and provide more targeted and effective customer support.

Efficient Order Creation: Several users have found NestDesk to be particularly helpful in creating and drafting orders within the conversation. This feature has streamlined their order management process, making it more efficient and saving them time.

Organized Communication: Many reviewers appreciate the ease of tagging products within the conversation on NestDesk. This functionality allows for clear and organized communication regarding specific items, enhancing collaboration between team members and clients.

Centralized Customer Interactions: The ability of NestDesk to integrate multiple social media platforms into one inbox has been highly valued by customers. This feature enhances productivity by centralizing all customer interactions, making it easier for users to manage and respond to messages from different channels in one place.

1. Limited visibility of shopping cart: Some users have expressed frustration with the inability to see what products are added to the customer's shopping cart during conversations. This lack of visibility can make it challenging for agents to provide accurate and personalized assistance.

2. Issues with notifications and pre-chat survey: A few users have encountered problems with notifications and the pre-chat survey feature. These issues may disrupt the smooth flow of conversations and hinder efficient customer support. However, reviewers acknowledged that the support team promptly addressed these concerns, ensuring that the app meets their expectations.

3. Initial difficulties with features: Several users have reported initial challenges when using NestDesk, finding that not all features worked on their first attempt. Despite this setback, they appreciated the helpfulness of the support team in resolving any issues and their commitment to continuously improving the software's functionality.

NestDesk has proven to be a highly regarded app among users, who have found it incredibly easy to set up and use. With its intuitive interface, customers have been able to quickly navigate the app and start utilizing its features without any hassle. The ability to effortlessly create and send messages via NestDesk has greatly enhanced communication efficiency for customers, ensuring that messages are delivered promptly. This seamless messaging experience has made it easier for users to stay connected and engaged with their contacts.

One of the standout features of NestDesk is its capability to create orders and draft orders within the conversation itself. This functionality has been particularly helpful for users, allowing them to seamlessly initiate and manage orders without the need for multiple platforms or back-and-forth exchanges. By streamlining the order process, NestDesk has provided a convenient solution for businesses and individuals alike.

Reviewers have commended the support team behind NestDesk for their exceptional assistance and quick response times in resolving any issues that may arise. Customers have expressed their satisfaction with the level of support received, emphasizing the team's helpfulness in addressing concerns and providing solutions promptly. This reliable support network further enhances the overall user experience with NestDesk, ensuring that any hurdles encountered can be swiftly overcome.

The positive experiences with NestDesk have left customers excited about trying other apps from the same team. This anticipation indicates a high level of satisfaction with the current product, as users express their confidence in the capabilities of the NestDesk team. The trust built through this positive experience encourages customers to explore other offerings by NestDesk, further showcasing the value and reliability of their products.

Overall, users have found NestDesk to be an excellent application that not only simplifies communication but also streamlines order management. With its user-friendly interface and efficient messaging system, NestDesk has become a go-to tool for staying connected and facilitating transactions. The reliable support provided by the team ensures a smooth experience for users, leaving them eager to explore more of what the NestDesk team has to offer in the future.

TEAM

BUSINESS

ENTERPRISE

ProProfs Help Desk

Free

Team

Corporate

Flex

Userlike

NestDesk

Software to manage the customer support function which involves responding to user's technical questions. Software prioritizes and routes tickets, tracks status, and provides ticket reporting metrics. Questions and answers can be delivered by telephone, e-mail, phone or, increasingly, social channels. Help desk software also makes it easier for the people running the help desk to quickly find answers to common questions.

NestScale

Incident and problem management

Streamlining ticketing and service restoration processes

Organize and prioritize service tickets

Prioritize tickets to ensure most urgent are tackled first

Expert directory

Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

Subscription-based notifications

Users subscribe to notifications for ticket updates

ITSM collaboration and documentation

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

Ticket creation and submission

Users and agents can easily enter new support requests.

Ticket response

Agents can easily follow up with customers.

Automated responses

Common requests can automatically trigger a standard response.

Attachments/Screencasts

Agents can send attachments and/or set up screencasts to assist with support issues.

SLA management

Service level agreement management allows agents to view and adhere to the terms of a customer's support package.

Self Help Community

Features that allow customers to self-service for support issues.

Forums

Allows customers to engage in discussion threads about support issues with other customers and/or agents.

External knowledge base

Customers can self-service by searching through help articles.

Internal knowledge base

Internal knowledge base helps agents answer customers' support questions.

Q and A

Q&A allows customers to ask the support team questions online; conversations are posted publicly for the benefit of other customers.

Surveys/polls

Surveys/polls allow customers to submit ideas and leave feedback about the product or quality of support.

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

Customer portal

Customer portal allows customers to submit tickets themselves and/or access self help resources.

Live help chat

Live chat allows customers to get help via instant messaging within a software product or on a company website.

Phone support

Customers can get support from agents over the phone.

Includes an interactive voice response system for routing callers to the correct agent or information.

Call scripting

Provides a script or system for guiding agents through callers' support issues.

Social integration

Agents can communicate with customers via social networks like Facebook and Twitter; may also include brand activity monitoring/reporting capabilities.

Email support

Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.

Help Desk CRM integration

Integrates with CRM so that tickets and support communications are coordinated with customers' records.

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