Reviews, Opinions and Ratings for Desk.com – Help Desk + Social CRM + Customer Support

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Desk.com - Help Desk + Social CRM + Customer Support

Desk.com is Customer Support software made smarter, easier and more affordable. It pulls all your Customer Service conversations into one collaborative desktop where service requests are collected, pr Learn More →

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Streamlines helpdesk to a great degree

Review for Desk.com by Rakesh on 2011-07-19

I think Assistly streamlines helpdesk to a great degree. In addition, it has a great GUI-based interface that makes it easy for almost anyone to come in and start working. From the organizational perspective, it is great because it is scalable. This ensures that you can decrease or increase your costs based on your budget. However, the best part about Assistly’s interface is that it is a graphical user interface in the best sense of the word. What this means is that you do have text-intensive and heavy screens even when you are setting business rules. Instead, you have clean, graphics-based interface makes setting business rules and permissions easy and, might I even say, a pleasure?

Read the Complete Review for Desk.com on GetApp.com's Blog

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Pros: It offers a variety of different support options, including help documentation, video tutorials and community forums. The forums are lively and the videos well-researched. In addition, the company also offers context-sensitive search.

Cons: Scope for improvement in feature set and help documentation

Solution that grows with your business

Review for Desk.com by Happy Customer on 2011-05-27

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

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Pros: They walk the walk by offering great support to their customers and continue to add new features to provide a complete solution for support teams.

Best Uses: Great for small, growing businesses as the pricing and features grow with you.

Review Context: Active user of both admin and agent interfaces for almost a year

We love Assistly (Now Desk.com)

Review for Desk.com by Brooke on 2011-05-19

We've been using Assistly for about one year, can't imagine doing business without it! Efficient, easy to use and implement, they offer great customer service, and have done a fabulous job of implementing feedback. It is the ideal start-up customer service & social media solution.

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The most human-centric agent platform out there!

Review for Desk.com by Kristin Smaby on 2011-05-17

It's clear that the Assistly folks get agents because they built an agent-platform that truly inspires superior customer service.

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Pros: Assistly humanizes customer service by: - building a UI that truly reflects the agent workflow - making customer profiles and pictures prominent - recognizing that customers communicate on multiple channels

Cons: - I'd like to see more types of custom fields that you can apply to either cases or customers. - I'd like hierarchical labeling capabilities for reporting and driving product features

Best Uses: We are currently using it to capture feedback and build relationships with our customers-to-be. We are also using the API to create the most seamless integrated customer service experience we can deliver within the context of our product.

Review Context: Customer Relations Manager at BankSimple

Assistly (Now Desk.com) Rocks!

Review for Desk.com by Adam on 2011-05-16

Assistly has kept our Customer Support and Client Services Departments highly organized in an easy to use, highly customizable format. In addition, we host our FAQ, and use it for Chat.

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Pros: Easy to use, easy to personalize to fit your needs.

Cons: n/a

Best Uses: All of our Customer/Client support emails come through Assistly. Assistly makes it easy to keep track of threads and organize them, so we can keep an eye on our issues and address them appropriately.

Review Context: I am a Client Rep at our company, who has setup and maintained Assistly accross two departments since we first began using it last year.

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