Item: Desk.com (discontinued)
Rating: 10
Author: Kendra Dortch

Overall Satisfaction with Desk.com

Use Cases and Deployment Scope

My organization uses Desk.com as a centralized, universal inbox for all customer interaction servicing 3 different customer bases via our multi-branding strategy. The majority of the organization has access to all communication sent to Desk.com sorted by filters and permission levels. Since we work with different customer bases offering 3 unique services, we needed to figure out a way to provide transparency across brands, ability to automate/manage workflow to increase productivity, individual accountability/goal setting with valuable metrics and ultimately a way to service our customers more quickly and efficiently.

Pros and Cons

Pros

Produce valuable metrics/analytics geared specifically towards your organizations business needs.
Provide immediate support and solutions to its clients
Customizable packages to help your organization transition smoothly to their CRM system

Cons

Improve native chat feature. Their current native chat feature did not support or meet our needs and we would like to see them bring this feature up-to-speed with other chat services/interfaces.
Offer more functionality for clients who manage multiple brands in one Desk.com account.
Multiple email signatures for agents who work under multiple brands working from a single Desk.com account.

Return on Investment

As a customer centric organization, we already thought we provided great customer service, however, Desk.com has elevated the level of customer service we deliver to exceptional because of the built-in tools and resources it provides
Increased employee efficiency
Improved resolution rate for customer inquiries

Likelihood to Renew

Both our customer care team and upper management are pleased with improvements in the quality of customer care we now provide since implementing Desk.com

Likelihood to Recommend

Desk.com may not be suited for an organization that operates using multiple brands with large customer bases as there are just some limitations with their current system/interface. However, if the goal is to automate and manage workflow providing resolutions to your customers in a centralized location (not to mention the many integrations available with Desk.com), Desk.com will no doubt meet your needs and exceed your expectations. It makes the lives of our customer care team much easier and provides a positive, memorable experience to our customers.

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Elevating customer care with Desk.com