Item: Desk.com (discontinued)
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

Desk.com is used for all support cases as well as Social Listening, via Tweets and Facebook page mentions. Cases are routed to appropriated departments based on the inbound channel or the email address that was submitted to. Agents are able to resolve cases and correspond directly with the client via the interface.

Pros and Cons

Handling social interactions and receiving alerts when positive or negative sentiment is expressed socially.
Routing of cases based on criteria
Ease of use and setup

Integration with Salesforce
Integration with other web api's

Return on Investment

Better Customer Service

Alternatives Considered

Salesforce Service Cloud

Desk.com is comparable, on a smaller scale. We went with Desk.com because it provided the functionality we needed and was more affordable.

Likelihood to Renew

The system simply has worked since it was implemented. Other departments have been able to create custom routing and workflows to handle other things, such as returns. The service is affordable and since it is working well, there is no compelling reason to stop using it or to try and switch to a competing service.

Likelihood to Recommend

This solution is best suited for smaller organizations that don't require a full-blown instance of the Salesforce Service Cloud. If you need basic case management with some Social Monitoring, Desk.com is the way to go. If you require deeper analytics, CTI integration, and more complex support scenarios, then the Service Cloud would be a better fit.

Desk.com gets the job done

Overall Satisfaction with Desk.com