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

Overall Satisfaction with Desk.com

Use Cases and Deployment Scope

We use Desk.com company-wide to communicate with our guests and make sure we're doing everything we can to satisfy them.

Pros and Cons

Pros

Desk.com allows for cases to be assigned to departments or specific people. This is very helpful when we receive feedback that may not pertain to my department, but I am able to immediately send it to the appropriate party.
Desk.com also allows for users to add a note to a case. This allows users to ask each other questions before responding to the guest to make sure we are giving the most accurate answer we can.

Cons

The mobile app could definitely use improvement. I find the app very slow, and it takes multiple clicks to even get a case started/assigned/labeled before I can even begin typing my response to the guest.

Return on Investment

Desk.com has helped us immensely in our mission to respond to guests within 24 hours.

Likelihood to Renew

My company has used Desk for years and we are very happy with how it is helping us respond to our guest feedback.

Likelihood to Recommend

Desk.com is very useful if you want to get back to your guests in a prompt manner. It makes it very easy to organize cases and respond as accurately as possible.

Comments

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Desk.com Review