Name: Paldesk
Price: 9 USD
Author: Paldesk

Help Desk

Web and Video Conferencing

Customer Support

Chatbot

Development

Career Center

Classroom Management

Education

Barcode

Business Intelligence (BI)

Collaboration

Data Extraction

Integrated Workplace Management (IWMS)

Enterprise

Accounting

Digital Banking

Finance and Accounting

Applicant Tracking

Background Check

Corporate Learning Management

HR Management

Leadership Development

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

3D Printing

Application Virtualization

Authentication

Authorization

Blade Servers

Cloud Data Warehouse

Cloud Storage

Data Science

Disk Cloning

Fraud Detection

Integration Platform as a Service (iPaaS)

Intranet

IoT Security

License Management

Message Queue

Modular Storage Area Network (SAN)

Network Performance Monitoring

Network Security

OpenStack Cloud

Operating Systems

Secret Managers

Server Virtualization

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Call Tracking

Content Management

Customer Success

Demand-Side

Email Marketing

Marketing Automation

Product Management

Product Sampling

Referral Marketing

Social Media Management

Social Media Monitoring

Survey & Forms Building

Video

Web Analytics

Marketing

Meeting Room Booking

Project Management

Professional Services

Construction CRM

Customer Relationship Management (CRM)

Trade Promotion Management

Sales

Cloud-Native Application Protection Platforms

Security

Catering

Construction Takeoff and Estimating

Debt Collection

Nonprofit Advocacy

Online Fax

Retail Execution

Retail Management

Vertical-Specific

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Paldesk has been praised by users for its effectiveness as an omni-channel solution for customer support. It serves as the first point of contact for visitors with questions or needs not displayed on the site, providing a seamless and efficient experience. One key use case is the ability to respond to chats via email, which has greatly improved customer service and support. This feature allows users to handle conversations from one central location, ensuring that no conversations are forgotten or postponed. Additionally, users have found that Paldesk's ability to list all client wishes and requests in one spot has significantly improved customer care. This centralized approach makes it easier for users to review customer requests, regardless of the time or channel they were sent through. Overall, Paldesk has saved users time, increased efficiency, and enhanced their ability to react faster to customer requests.

Helpful Omni Channel Product: Users have found Paldesk's Omni Channel product to be very helpful, with multiple reviewers praising its features such as the chat widget, feedback widget, and popup builder. The ability to connect different channels to the service has provided a seamless experience across various communication channels, improving efficiency and customer satisfaction.

Customizable Widget Builder: Many users appreciate the customization options available in Paldesk's widget builder, allowing them to personalize the chat widget according to their specific needs. This flexibility enables businesses to create a unique and branded user experience, enhancing engagement and building trust with customers.

Streamlined Communication Integration: Reviewers highly value Paldesk's integration capabilities with different messaging apps, consolidating all communication channels into one platform. This centralized approach saves time for agents by managing customer support from a single dashboard while providing convenience and effectiveness for businesses offering support through Facebook Messenger, chat, email, and more.

1. Email channel issues: Several users have expressed dissatisfaction with the email channel in Paldesk, stating that it does not work effectively as their primary contact channel for serious issues. They mention that emails to Paldesk's support team are often left unanswered, even after trying to reach out through alternative channels like Facebook.

2. Implementation difficulties: Some users have encountered challenges during the implementation process of Paldesk. They highlight a confusing administrators' panel, caching issues, and a lack of backups for settings. Additionally, they mention experiencing unresponsiveness when assigning a chat, leading to communication problems.

3. Limited chatbot functionality: A few users feel that the chatbot functionality in Paldesk is limited compared to other features prioritized by the software. While integrations have been emphasized, these users believe that enhancing the capabilities of the chatbot would greatly benefit their customer service operations.

Basic

Downloadable licence

Medium

Small

Large

Free

Gist is a unified marketing, sales, and support platform. It includes live chat, a help desk, knowledge base, email marketing, marketing automation, opt-in forms, and more.

Professional

Premium

Paldesk

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.

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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