Item: Desk.com (discontinued)
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

I was handling a call center team back in 2018 and at that time our company was looking for an easy solution which can make life easier and work effective enough in terms of handling the customer data. At that time we were looking for a solution and introduced by a team member this software and I must say it really made the lives of our emnploy much easier

Pros and Cons

handling customer enquiries
customer data
user interface

user interface is good but sometimes it slow down
integration should be an easy process rather than so many steps

Return on Investment

It has made the lives of our agents easy
easy steps to understand the customer data
user interface is super awesome

Alternatives Considered

Sprinklr Modern Care

I would say it is a best product when you have to take up the customer calls as well as deep dive customer details while addressing their complaints and issues. It is one of the best tools out there in the market and so many multinational companies are taking benefit of the solution. I would recommend it to SME as well as they also need the same thing nowadays as customer satisfaction and data is the key to success in most companies nowadays

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

Sprinklr Modern Care, Sprinklr Modern Marketing & Advertising, Skype for Business, now part of Microsoft Teams

Likelihood to Recommend

When it is set up, the rest of the process of using it is easy for employees. The only drawback that I must mention is the support system from the desk.com team. they don't resolve our queries regarding the tool quickly. On the other hand there are same solutions which can be integrated the same way and the support system is super cool

Support Rating

In terms of requesting for help regarding tool especially when you are new to the tool is not up to the mark. I personally believe that the customer support reflects how good you are and that is where Salesforce is lacking and need improvement. I believe that they make improvements in future

Usability

It is because of the salesforce solution which is a big name in the market and I am satisfied with all of their products. Also it is a very user friendly tool. Employee onboarding on the tool is easy and fast. Low stress and better understanding of tools makes your work better and desk.com is able to provide it to my team

Very good tool for Customer support agents - A must have solution to grow your business

Overall Satisfaction with Desk.com