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

Overall Satisfaction with Desk.com

Use Cases and Deployment Scope

Desk.com is used by our company for our customer service department. Customer emails are imported automatically to desk.com, and all customer phone calls and questions from customers via our live chat function are logged into desk.com. The customer service representatives will open or create a case in desk.com for every single instance of a customer contacting us.

Pros and Cons

Pros

Being able to assign a case in desk.com to anyone in the company who has a login for the program is a great plus. You can sort employees by department within the system, and you can also have a separate section for just managers/supervisors.
The priority system in desk.com is great. With numbers from 1-10 to choose from, we can set a date to each number. 10 in our company is urgent, needs to be resolved that day. 9 would be the following business day, and so on. This way, when a representative from our customer service department logs into desk.com, they can see all cases that have been assigned to them, and they can see which ones are the most important.
The ability to create custom fields in desk.com has helped us greatly. We added a field on ours to include a customer's order number, so we don't forget to ask for that, and so any person looking at the case can tell what order the case applies to.

Cons

I wish the macros tab at the bottom was larger. Our employees often forget it is there, and therefore forget to use all the prewritten responses we have created.
I wish that we could switch back and forth from agent to administrator without opening up a whole new tab. It would be great if we could have a choice of opening it in a new tab or switching from one to the other completely.

Return on Investment

Desk.com has helped our customer service department greatly over the last two years since we implemented it. I was the one who was in charge of figuring out how the program worked and teaching everyone else, and creating a user manual for our company for new employees. We are now able to answer customer questions much more efficiently, and our customer service department has grown along with our company over these past few years.

Likelihood to Renew

If the decision was up to me, I would absolutely renew our use of desk.com. This program is very user-friendly, and has helped our customer service department greatly. It is fairly easy to learn, so new employees are not faced with learning a bunch of really complicated systems when they first start here.

Likelihood to Recommend

I would highly recommend it for any organization that has a customer service department. This would be especially useful for organizations with a large number of employees in their customer service department, as it is very easy to organize things and see what each specific person has assigned to them. I'm not sure if this would be useful if the organization does not have a customer service department, as I haven't seen it used for any other function.

Comments

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Desk.com is the key to better customer service