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Desk.com

Online customer service software
(based on 18 reviews)
  • 35,679 followers
  • 8,221 fans

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  • 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

Desk.com Overview

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

Desk.com's all-in-one support app has everything fast-growing business need to provide fast, awesome customer service. It's easy to get up and running, and you can see all of your cases in one place and engage with customers across all channels in one easy-to-use desktop.

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

Offer Multi-channel Support — More than 73 percent of Internet users visit a social network every day, and many look for customer support there. Desk.com helps you engage with customers on social networks so you have 360 degree views of every interaction.

Optimize Processes — Desk.com is designed to help you optimize your customer support processes. Configurable business rules, case filters, and custom macros ensure you assign cases to the right people, and find the right answers as fast as possible.

Help Customers from Anywhere — Our native iOS mobile app is built from the ground up to be easy to use so agents can respond to customers, collaborate with team members, and get insights into workload and trends from wherever they are.

Let Customers Help Themselves — Help your customers help themselves with a custom-branded self-service site. It’s automatically mobile-optimized so they can get answers whenever and wherever they need them.

Make Smarter Decisions — Desk.com’s native reporting and analytics tool gives management instant visibility into support team performance and customer challenges to enable more informed business decisions.

Connect to What’s Important — With 10 times more APIs than before, Desk.com has been rebuilt to make connecting with business-critical systems easier than ever, including tighter integration with Salesforce and other partners including GetFeedback, Google Hangouts, and JIRA.

Scale with Ease— Add part-time (Flex) Agents as needed, and get everyone in your company involved in support during busy times. And, when your need for customization grows, you can easily migrate to Service Cloud.

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.

Intended Users
Freelancers, Large Enterprises, Mid Size Business, Small Business
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
References    

Desk.com 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

  • 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

Screenshots

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Demo    

Specifications

Devices Supported
Android, iPhone-iPad, Mac, Mobile Web App, RIM-BlackBerry, Web-based, Windows
Supported Platforms
Google Apps, Open API, Salesforce
Support Options
FAQs, Forum, Knowledge Base, Online Support, Phone Support, Video Tutorials
Certifications
TRUSTe

Desk.com 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.

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

*Plus Plan
$50/month per agent billed annually
$65/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

save your team time and give agents the context they need

Anica24th of February 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

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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

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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.

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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.

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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.

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