Paldesk Pricing, Features, Reviews & Comparison of Alternatives

Paldesk

Live chat & omni-channel helpdesk software

4.8/5 (10 reviews)

Paldesk overview

What is Paldesk?

Paldesk is a live chat and omni-channel helpdesk solution for customer service and sales teams which allows users to track and manage interactions with customers from one central dashboard. A Paldesk widget can be embedded into the company website to provide online, instant support to clients, and the omni-channel helpdesk combines requests sent from email, live chat, Facebook, Twitter, mobile apps, and more, to aid with management and responses.

Businesses can create a customized chat widget using Paldesk and embed it on their website and mobile apps to provide instant support to customers. Colors and text can be customized to fit with company branding, and provide a personalized website experience. Customer requests from various platforms are displayed within the Paldesk dashboard in real time and each request can be automatically assigned or transferred to a specific agent based on the agent’s skills, contact channel, type of issue, and contact history. Agents have access to a full omni-channel message history within the Paldesk platform in order to provide context when solving cases.

With Paldesk, businesses can provide support to customers in real time and during out-of-office hours, automatic messages can be configured to respond to queries. Any off-hour queries are automatically converted into tickets which can be routed-to and managed by an agent during office hours. Users can also create canned responses to common enquiries, which can then be escalated to an agent if they still cannot be resolved.
www.paldesk.com

Pricing

Starting from
$16
Pricing options
Free
Subscription
Free trial
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Canada, United Kingdom, Australia, China and 5 other markets, India, Japan, Germany, Brazil, Mexico

Supported languages

English
Paldesk screenshot: Embed a chat widget into the business website to facilitate customer queries Paldesk screenshot: Chat widgets can be customized with company colors Paldesk screenshot: The agent dashboard provides an overview of online contacts, online agents, ready agents, and open ticketsPaldesk screenshot: Agents can view and manage their pending tickets Paldesk screenshot: The Paldesk mobile apps for iOS and Android allow agents to respond to queries from anywherePaldesk screenshot: Agents can update their availability status at any time to allow or defer new conversations

Paldesk reviews

Excellent
8

Very good
2

Average
0
Poor
0
Terrible
0
Value for money
Features
Ease of use
Customer support
  5.0
  4.8
  4.7
  4.9
Mia Despotović

Exquisite :)

Used daily for less than 6 months
Reviewed 2018-09-20
Review Source: Capterra

Saves a time. Increases efficiency of multi-conversation coordination and resovement. Fastens reactions to customers requests and their resovement at that matter. Eliminates possibility to forget about postponed conversations, and lists all the client wishes/requests on same spot, improving costumer care - since it takes a click to review them no matter of time or channel they were sent trough!

Pros
Easy to get how it works, super user friendly and extremely useful :) Integrates with an e-mail, facebook and twitter accounts fast and easy, squeezing all communication channels at one. Customization is simple and smart team option to assign contacts to the ideal agent works proces to be very efficient.

Cons
Because of the my job requirements, it would be great (for me) if there were some extra features developed regarding an e-mail handling procedures...

Response from Paldesk


Thank you so much for your kind words and valuable feedback.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Ted Velos

All in one CRM! Highly recommended

Used daily for less than 6 months
Reviewed 2019-12-03
Review Source: Capterra

It's great. Love the interface and fast customer support

Pros
Wow. I don't know where to start. It's a feature rich CRM/Bot/Helpdesk platform. They got all the essential integrations with messaging apps as well as for ticketing system. Saves you a lot of time from checking different platforms to answer customer issues

Cons
Only found 2 things so far. 1 is that Instagram direct messaging is not their priority even though lots of audiences are in there. 2 is direct copy and pasting of images in chat. Life would be so much easier if you can take a screenshot - right click copy - then paste it to chat rather than saving the image and pasting it.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 9/10

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Scott Lengacher

Product that is improving

Used weekly for less than 6 months
Reviewed 2019-12-25
Review Source: Capterra

It has been a good experience and has been a good solution for us to offer better support to our customers.

Pros
I love the features to offer support. It is fantastic to have support Facebook messenger, chat, and email all from one place.

Cons
There have been several bugs that we have ran into. The team had done well with addressing these though.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 7/10

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Anonymous

Highly recommended live chat

Used weekly for less than 6 months
Reviewed 2020-04-16
Review Source: Capterra

Its a great solution for customer support and it improves customer service immensely.

Pros
It saves you a lot of time, because you can answer to your customers from different platforms on one place. I like the fact that you can integrate it with different massaging apps.

Cons
There is still no integration whit Whatssapp.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Sven Špehar

Great product

Used daily for 6-12 months
Reviewed 2018-09-20
Review Source: Capterra

Overall Paldesk is a great product with great features. It gives us everything that we need to have efficient communication with our clients.

Pros
We love the powerful and simple to use features that Paldesk provides to our booking platform!

Cons
I am missing visitor recording on the website and give them proactive support.

Response from Paldesk


Thank you so much for your kind words and valuable feedback.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

Minimize review

Paldesk pricing

Starting from
$16
Pricing options
Free
Subscription
Free trial
View Pricing Plans

Billed monthly: $16/agent/month

Billed annually: $12/agent/month

Billed every 2 years: $10/agent/month

Paldesk features

API
Activity Dashboard
Automatic Notifications
CRM Integration
Chat
Customizable Branding
Email Integration
Instant Messaging
Knowledge Base Management
Monitoring
Multi-Channel Communication
Reporting & Statistics
Social Media Integration
Support Ticket Management
Third Party Integration

Alerts / Escalation (76 other apps)
Multi-Language (75 other apps)
Real Time Monitoring (77 other apps)
Surveys & Feedback (90 other apps)
Workflow Management (83 other apps)

Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options
This will ask you to sign in with LinkedIn

Additional information for Paldesk

Key features of Paldesk

  • API integration
  • Activity dashboard
  • Agent Profile
  • Automatic Notifications
  • Canned responses
  • Chat
  • Chat transcript
  • Chatbot
  • Contact history
  • Customer activity reporting
  • Customer experience management
  • Customer history
  • Customer support tracking
  • Customizable templates
  • Email integration
  • Event triggered actions
  • File sharing
  • Help desk management
  • In-App Agent Chat
  • Instant messaging
  • Knowledge Base
  • Lead capture
  • Live Translate
  • Multi-Channel Communication
  • Offline form
  • Proactive chat
  • Real-time chat
  • Reporting & Statistics
  • Reporting/analytics
  • Request assignment
  • Social media integration
  • Support ticket tracking
  • Third Party Integration
  • Ticket management
  • Transfer management
  • Transfers/routing
  • Website visitor tracking
  • Widgets
View All Features

Benefits

Create a customized chat widget and embed it into the company website or mobile apps in order to enable communication between customers and agents. Personalize the widget to match company branding and colors.

Receive customer queries from multiple channels including the business website, mobile apps, Twitter, Facebook, email, and more, and manage all tickets from one dashboard.

Automatically assign tickets to agents based on factors such as the request type, customer chat history, agent experience, channel, and more. Agents are able to view all of their pending tickets from their dashboard.

Create canned responses for common support queries, which will trigger automatically when certain questions are detected. Out-of-office messages can also be defined to send to clients who message outside of support hours.

Log and archive every client interaction and build a database of customer data which can be searched for at any time. Reports can also be generated based on this data.