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Desk.com

Online customer service software
18 reviews

Who is Desk.com For?

Desk.com serves thousands of small business owners. The customer support software was built with the mission to give small and mid-size companies access to the same quality of customer support tools as their larger competitors.

The software also encourages your customers themselves to take on some of the work by designing the self-service support centers in a way that encourages customers to discover solutions to their queries without the need to contact an agent. The self-service support center features FAQ's and other documented resources to help your customers help themselves. These centers can also be customized to fit your brand by using CSS and HTML.

Read the full GetApp Analysis

Key Features

  • Universal inbox that aggregates cases from multiple channels
  • Case management with advanced routing tools and filters
  • Productivity tools, including custom macros & bulk updating
  • Mobile-optimized and custom branded self-service centers
  • Real-time business insights with team and channel performanc
  • Collaborate & respond to cases on-the-go with the mobile app
  • Multilingual support with 5 languages
  • Integrate with Salesforce, JIRA, LiveChat, MailChimp, Zapier
  • Flex pricing to support whole company
  • Scale to Service Cloud as your need for customization grows

Overview

Companies that need an out-of-the-box support app to help them manage customer requests from existing support channel(s). Fast-growing companies including HotelTonight, One Kings Lane, and SoundCloud use Desk.com to deliver amazing customer service that accelerates company growth. Regardless of the industry or size, companies that use Desk can deliver better and faster customer service to outpace their competition.

The customer support app is designed for speed, ease of use, and scalability with all the support needs for companies to provide customer service on every channel including agent productivity tools, easy to manage knowledge base, cutting-edge mobile app and intuitive reports and dashboards.

The software also allow companies to easily build a branded self-service support center so that customers can find their own answers without the need to contact an agent. The self-service support center features FAQ's and other documented resources to help your customers help themselves. Companies can easily get a custom support center up and running on their website in minutes with responsively designed templates - all done without IT or a web producer.

As part of the Salesforce family and the leader in cloud computing, Desk has the scalability and security that is unmatched in the industry.

  www.desk.com

Specifications

Intended Users
Freelancers, Large Enterprises, Mid Size Business, Small Business
Devices Supported
Android, iPhone-iPad, Mac, Mobile Web App, RIM-BlackBerry, Web-based, Windows
Supported Countries
Asia, Australia, Canada, China, Europe, India, Latin America, Middle-East and Africa, United Kingdom, United States
Supported Languages
Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Taiwanese, Thai, Turkish
Supported Platforms
Google Apps, Open API, Salesforce
Support Options
FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials
Certifications
TRUSTe

Pricing

Starting from: $3.00/month
Pricing model: Subscription
Free Trial: Available (No Credit Card required)

Starting from: $3.00/month
Pricing model: Subscription
Free Trial: Available (No Credit Card required)

Starter Plan
$3/month per agent billed annually

Standard Plan
$30/month per agent billed annually
$35/month per agent month-to-month

*Pro Plan
$60/month per agent billed annually
$70/month per agent month-to-month

Business Plan
$95/month per agent billed annually
$110/month per agent month-to-month

*most popular

Benefits

* intelligent agent console
* faster case resolution
* mobile-optimized self-service support
* intuitive reporting
* easy integration with other systems
* whole company support

User Reviews

save your team time and give agents the context they need

Anica24th of February, 2014 17:24

If you want to blow your customer away, make sure that reps can easily access a customer’s entire lifecycle. Desk.com shows users complete profiles for customers that includes their contact info, history, and the identities of everyone who’s helped them in the past. On-hand histories save your team time and give agents the context they need to know if the customer’s complaint is a repeat issue, and how it was handled in the past

best I have ever used

Vern Barlow9th of October, 2013 19:29

The Help Software is the best I have ever used. At Desk.com the customer support team helped me step by step even with a standard issue that was common they helped me get through. Thank You for being out there Desk.com

Boost Your Customer Satisfaction

John15th of March, 2013 11:51

Customer satisfaction first and foremost does the customer feel like they were heard. Did their voice matter? And this is the why Desk.com is so important that we are able to provide that level of service very quickly. The mobile application really allows us to be going all the time. It’s one of the most straightforward apps I’ve ever seen. And that’s how it should be. One of the things that we’re most excited about is taking the ability to have dialogue with our guests from a few to many. And what Desk.com really allows the company to do with confidence that it’s actually going to follow through with is, pass the ability to respond to guests to all of our general managers and all of our different restaurants. And, have a tracking mechanism to make sure that the guests are actually being taken care of. We could never have imagined doing that before.

Easy to reach and quick to respond

Todd15th of March, 2013 11:45

Using Desk.com has removed the limitations that used to keep us from doing what we wanted to do. We always wanted to provide service in a really special way and some of the things we wanted to do were really too difficult to do in older software. Desk.com enables us to interact with them to the fullest. When we first started working with Desk.com, one of the things we were most impressed with was the responsiveness and depth of interaction they had with us. Desk.com was always easy to reach and quick to respond with really great information. Desk.com gives us the reporting capabilities to really manage our reply statistics, so we can make sure we’re getting back to people in a really timely manner.

A delightful experience

Michael15th of March, 2013 11:41

Desk is by far one of the best tools I’ve worked with for multi-channel funneling all this chatter into one central repository; and managing a work load day to day. It’s excellent. You don’t drop a ball with Desk.com. We really needed something to launch cost effectively, fast, and easy. And, Desk absolutely fit the bill. We were able to get up and running within 48 hours. Easy experience. A delightful experience. It’s been a God-send.

A real game changer

Andy15th of March, 2013 11:39

Desk.com has been a game changer for us. Great customer experience is about people and it’s about systems. And we didn’t really have a great way to scale that customer experience until we started working with Desk.com.

A long ways to go

User019th of February, 2013 21:26

Desk does some things great, and some things really badly. Having come from managed services, I am used to more granular reporting and report customization. With desk, report formulas don't always make sense, and there are no custom reporting options other than api. So simple reports like, "Tickets per Company" require me to export and run. The desk interface is pretty locked down; I can't change the case status from anything other than new, open, pending, resolved.

This app has helped us understand our business.

Jake4th of November, 2012 16:26

Desk has enabled us to significantly cut down our customer service time. I'm not able to provide a delta because until we started using desk, we had no way to actually track our customer service data. Now we can see exactly how much time we're spending on customer service and look for opportunities to improve. Being able to quickly modify the knowledge base for FAQ's has also been a major time saver. The only thing that we're missing with desk is the ability to integrate it with our backend customer database. I believe they will get their eventually though. At that point, I would give it a 5 star rating.

Poor Sales, Poor Support

jdaddy11th of August, 2012 00:30

I called Desk.com twice during business hours to inquire about maybe using it for our business. Twice I got an answering machine - not even a nice one, just something akin to "nobody's here, leave a message". With nobody to answer my questions, I tried to do it myself by downloading the demo. Because it required me to enter my email address, a rep emailed me a canned form letter the next day asking if I could find the time NEXT WEEK to talk to him. I recognized the form letter from when I had signed up for a demo with Salesforce previously. I tell the rep that I had concerns about the support given they couldn't even take the time to answer the phone to SELL me the product let alone support it after I'd bought it. To his credit at least when I replied to him with my concerns about the lack of sales effort by Desk, he did send a personalized email in response. After multiple canned form emails came from Desk, announcing my demo would be discontinued before I'd even had a chance to activate it, my rep followed up with an automated form email of his own (also recognized from previous interaction), which I found irritating given that I'd made clear that this kind of do-nothing automated support was not what we were looking for. After I replied to the rep calling him on his form email, he lied and said it wasn't automated (remember I'd received the exact email from another rep previously, there was no mistaking it), and then gave me a callous comment that when "I was serious about customer service" I should contact him. If Desk.com can't even be bothered to pick up the phone, or have a human answer the emails, and then if they have to be bothered, they insult the customers, how can I trust them for my customer service? Should I treat my customers like that too? Certainly I have no faith in Desk support if I were to buy the product, and I'm sorry you have to at least make an effort if you want our business. There are too many good choices out there.

Solution that grows with your business

Happy Customer27th of May, 2011 04:57

Easy to use interface with seamless integration of social media provide a complete solution.

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GetApp Analysis


Desk.com offers a range of customer support tools for small business owners. The customer support application will supply you with your own support agents, who come with a selection of tools and operate within an entirely web-based environment. The benefits of using the Desk.com software as a customer support solution is the ability for busy small business owners to out-source their customer service needs.

Desk.com's customer support solution involves encouraging customers to resolve their own issues using the software's self-service online center. This virtual center can be customized to meet your needs and integrated into your existing websites.

Some of the software's most prominent features include customer relationship management, issue reporting, and customer profiling. These features are all designed to help to improve your level of customer service.

Desk.com cutomer support case management

What is Desk.com?


Desk.com customer support software has a range of features with a variety of functionalities, these include a universal inbox for better communication, case management and customer data logging for client overviews, and productivity tools for speedier issue management. Customer requests can be dealt with from all media channels, including email, live chat, social media, phone, and online forums. Each request is sent directly into the universal inbox allowing support agents to review and respond to requests from the same platform.

Desk.com´s productivity tools are another measure designed to speed up the issue resolution process. These include the formation of specific business rules which help agents work more efficiently. Agents can also resolve issue from both their desktop computer or their mobile devices such as tablets or smartphones.

The customer profiles that Desk.com allows you to create help to solve future queries from long-term customers in less time by providing agents with access to the entire customer history for any case they are working on.

By automatically gathering data extracted from customer interactions, Desk.com gives you access to key business insights and agent performance data. The software generates overview reports, group reports, and agent reports. These key insights can aid users in their customer experience and business decision making process.

Desk.com customer support case management

Main Features


See support requests inside the Smart Inbox

The Universal Agent Inbox is the starting point for using Desk.com. This is where you will be notified of your customer's support requests. Requests come in from all channels, including email, live chat, Twitter, Facebook, and online forums.

Smart Inbox for Agents

Manage and assign cases in Desk.com

You can use the Support Case page to handle individual customer requests. Quick responses can be issued using macros. You can then build cases for each customer and issue you work on. These cases will be archived and can be clicked to view their complete information. You can also record and review the customer’s complete interaction history within the case itself.

When a query is too complex for a junior-level agent to resolve on his or her own, that case can be directed to a more senior agent. Desk.com offers a number of case management features to aid agents with their work. They are tools to continuously track the status of cases as well as to set set priority levels, ensuring issues are resolved in order of importance.

Working on your first case in Desk.com

Generate key business performance insights

You can click on the Business Insights tab to generate detailed customer service related reports. Using the data aggregated from your Desk.com account you can track and measure information the volume and nature of issue coming in, as well as individual agent performance. You will be able to see where your cases are coming from, how your agents are handling the volume, and how they can improve the service they’re offering to your customers.

Toggling over the tabs on various contact channels allows you to pinpoint target metrics and review important data instantly, such as issue handling time and a record of outbound interactions.

Business insights and key metrics view

Integrations


Thanks to Desk.com’s Salesforce integration, agents can offer a consistent service to their most important clients. The application also integrates with GetSatisfaction and Google Apps.

Pricing


Desk.com is priced with small, growing companies in mind. For $3 a month, companies can sign up for the Starter plan. With this plan, users can add up to three agents and will have access to reports from the previous 7 days. The Starter Plan offers a support service in English only. The Standard Plan is priced at $30 per month per agent and includes 6 months reporting and serves 3 languages. Growing businesses are encouraged to sign up for the Plus Plan. At $50 per agent per month, the Plus Plan includes the full range of customer support features Desk.com offers, including unlimited reporting and 50+ languages.

Bottom Line


  • Encourages customers to resolve their own issues
  • Multi-channel support and cross-platform capability
  • Accessible from virtually any web-enabled smartphone
  • Universal inbox allows agents to quickly sort through requests from multiple services
  • Support Center with articles, FAQs and the option to email its support agents or call a hotline at any time

FAQs for Desk.com

Below are some frequently asked questions for Desk.com.

Q. What are the main features of Desk.com?

Desk.com offers the following features:

  • Universal inbox that aggregates cases from multiple channels
  • Case management with advanced routing tools and filters
  • Productivity tools, including custom macros & bulk updating
  • Mobile-optimized and custom branded self-service centers
  • Real-time business insights with team and channel performanc
  • Collaborate & respond to cases on-the-go with the mobile app
  • Multilingual support with 5 languages
  • Integrate with Salesforce, JIRA, LiveChat, MailChimp, Zapier
  • Flex pricing to support whole company
  • Scale to Service Cloud as your need for customization grows
Q. How much does Desk.com cost?

We have the following pricing information for Desk.com:

Starting from: $3.00/month
Pricing model: Subscription
Free Trial: Available (No Credit Card required)

Starting from: $3.00/month
Pricing model: Subscription
Free Trial: Available (No Credit Card required)

Starter Plan
$3/month per agent billed annually

Standard Plan
$30/month per agent billed annually
$35/month per agent month-to-month

*Pro Plan
$60/month per agent billed annually
$70/month per agent month-to-month

Business Plan
$95/month per agent billed annually
$110/month per agent month-to-month

*most popular

Q. Who are the typical users of Desk.com?

Desk.com has the following typical customers:

Freelancers, Large Enterprises, Mid Size Business, Small Business

Q. What languages does Desk.com support?

Desk.com supports the following languages:

Arabic, Chinese (Simplified), Chinese (Traditional), Czech, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Taiwanese, Thai, Turkish

Q. What type of pricing plans does Desk.com offer?

Desk.com has the following pricing plans:

Free Trial, Subscription

Q. Does Desk.com support mobile devices?

Desk.com supports the following devices:

Android, iPhone-iPad, Mobile Web App, RIM-BlackBerry

Q. Does Desk.com offer an API?

Yes, Desk.com has an API available for use.

Q. What other apps does Desk.com integrate with?

Desk.com integrates with the following applications:

Salesforce Sales Cloud, JIRA, MailChimp, Twilio, HipChat, RightSignature, Olark live chat

Q. What level of support does Desk.com offer?

Desk.com offers the following support options:

FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials

Q. What are the main benefits of using Desk.com?

Desk.com offers the following benefits:

* intelligent agent console * faster case resolution * mobile-optimized self-service support * intuitive reporting * easy integration with other systems * whole company support

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