Item: Desk.com (discontinued)
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

Desk.com is used on our website to provide a chat service for our customer support reps to be able to support users who visit our site, we had a few CSRs and Spanish language channels so that the customers who were visiting our site, typically pay a bill would be able to jump on quickly and get the assistance needed by breaking down the barrier of both having to call and language. This worked very well for us for many years.

Pros and Cons

Chat services with customers
Email filtering
Alerting customers that a user was available to chat or not
Email communication channel when live chat agents were not available

Their licensing was kind of hard to get a handle of if you needed to change you had to go through a salesperson.
Their filtering to get rid of emails that were not about the chats was something that had to be done at the admin level
The log in did not sync with AD but this may have changed.

Return on Investment

One CSR could handle 3-4 chat sessions at once
Many of our customers had very simple questions which could be answered easily by automated responses
Each chat session was one customer less in the phone queue and often a happier customer than one that was put on hold to wait.

Alternatives Considered

Salesforce Lightning Platform

We would have stayed on desk.com if Salesforce did not force us to move off the platform. To be honest it was a great platform at a reasonable price. I was the administrator and our agents were very happy with how things worked. I would go back to them in a heartbeat if I could however it is no longer my responsibility as we moved over to Salesforce lightning and its administration was bundled up in the Salesforce Group.

Key Insights

Do you think Desk.com (discontinued) delivers good value for the price?

Yes

Are you happy with Desk.com (discontinued)'s feature set?

Yes

Did Desk.com (discontinued) live up to sales and marketing promises?

Yes

Did implementation of Desk.com (discontinued) go as expected?

Yes

Would you buy Desk.com (discontinued) again?

Yes

Other Software Used

Microsoft 365, SentinelOne Vigilance, Atera

Likelihood to Recommend

If you have an email like ContactUs@YourDomain.com and you would like to get a handle on the 10 billion emails that you receive each day you can use this to get a handle on it by creating tickets for each email and making sure you are properly responding to the ones that matter. If you want to have a chat service on your website that will show an *AGENT AVAILABLE* link so that they can get help in a solid simple way. If you send emails from a BILLING@YourDomain.com and want to try to get a handle on fixing any email where you are getting bounce backs and want to be able to correct them by assigning each instance as a task to a customer rep (ex: @gmial.com vs @gmail.com)

Support Rating

Most of the support I did I had to go to the Knowledge Base Forums to figure out, unless there was a overly complex issue. It would have been perfect but the system had to go through one round of Submit your Question... Here is a PDF Answer... No it didnt work... then you would get a knowledgeable tech who would be able to fix what was going on.

Usability

It just worked, I am a firm believer in always doing what will work best for both the company and for the user, this software was a good example of how an inexpensive software could have a user friendly interface and produce successful outcomes. There are alot of problems that were just avoided by this software over others and additionally the ROI was practically immediate.

Desk.com Save Yourself a Headache and Just Sign Up

Overall Satisfaction with Desk.com