Desk.com was surprisingly slick
November 07, 2013

Desk.com was surprisingly slick

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction

  • Ease of use is quite high.
  • Platform speed is satisfactory.
  • features and capabilities really focused on social service.
  • Integration with SFDC.
  • Really nice easy to setup and use rules engine.
  • I would have liked to integrate deeply with owned forum/community properties but this wasn't on the product roadmap
  • We didn't get to measure any ROI because the POC period was fairly short.
The product was good but narrowly focused on customer service, as you'd expect of course but in the grand scheme of enterprise social service, one needs a more "panoramic" approach to social. Additionally, the account managers at the time were not very engaged, did not follow up appropriately, and basically let the grapes die on the vine with this POC. I think they just lost interest. This was shortly after the Salesforce acquisition so maybe that's the reason.
Sure I'd recommend at least giving it a whirl as they probably evolved the platform by now - although I would make it clear that the features are very limited to customer service usage. For a small/medium size company it might be an interesting investment.