Desk.com REVIEW

Customer Support Software

4 user reviews
USER SATISFACTION 90%
OUR SCORE 9.4

What is Desk.com?

Desk.com is one of the leading help desk software apps currently available on the market. No. 1 spot in this category is held by Freshdesk which has a score of 9.8 and has won our Best Help Desk Software Award for 2015. You can try out Freshdesk for free here.

Desk (formerly Assistly) promises a fast, easy way to deliver “heroic” customer service. It is geared towards SMEs, but is also powerful and comprehensive for large enterprises.

Customer conversations are collated in one channel where your team can collaborate to handle, prioritize, personalize, and manage responses with efficiency to satisfy customer concerns via email, phone, chat, and social media. Add or remove part-time agents when needed and track and engage customer sentiments with fully integrated social media tools.

Integration with Social Media: fifty percent of Internet users visit a social network every day, and many look for customer support there. Deskhelps you monitor the customer experience on social networks and solve problems where customers live and play. For example, you can provide social support via Facebook Private Messaging.

Enjoy mobility with Android, iOS, BlackBerry Desk apps or mobile browser version.

Overview of Desk.com Benefits

Read on to learn about the numerous Desk benefits:

View and answer all customer inquiries in one spot

No need to switch windows and tools with the Universal Inbox access to email, Twitter, Facebook, chat, phone and discussion boards. It is as easy as using your own email, only more powerful and encompassing.

Never miss a case again

Desk collects all customer interactions from all channels–phone, email, social networks, chat–that your agents can easily monitor and respond to. It allows you to skip reading each email by categorizing them with Case Filters using labels or custom fields. Tracking status and priority cases is also made easier.

Help customers help themselves

Create your own custom Support Center with the Desk editor, choosing your color, contact forms or even fully tweak the design with CSS and HTML to match your website. The Content Manager allows you to update and customize the Support Center for different brands without having to wait for an I.T. staff. Likewise, add built-in community discussions feature to your website.

Be more productive

Create rules to speed up customer support, including auto assignment of tasks, set case’ status, role associations, and priority setting. Use Macros to issue standard response or perform simultaneous actions. Select all cases to change status or owner with one action. Use badges to reward performance and motivate employees.

Customer profiles

Associate customer history like past or pending issues, contact and company data in every case so your agents can personalize response. Tap Sales Cloud within Desk to view or act on customer information in real time.

Get at-a-glance summary of all key metrics

Desk has intuitive dashboard that delivers week over week or month over month analytics and analyze outliers. Measure at once agent performance for resolved or pending cases. Customize customer reports to focus on your priorities.

Enjoy multi-lingual customer support

Respond and impress customers in their native language with about 36 languages and variations accessible via the intelligent content management tool. Assign languages to agents based on fluency for maximum outcome.

Mobile

Bring Desk with you on location whenever or wherever you have Internet connectivity. Supports iPad/iPhone, Android and Blackberry devices. Mobile features include Reply by Email, Notifications, Pocket Power and Mobile Support Center.

Salesforce integration

Desk is synced with Salesforce allowing sales and support teams to share the same holistic view of a customer resulting in consistent service and deliverables.

Overview of Desk.com Features

Universal Inbox
  • Email
  • Twitter/Facebook
  • Live chat window
  • Phone
  • Community discussions
Case management
  • Case filters and business rules to organize priorities and queues
  • Escalation and case tracking
  • Labels and notes for sorting
Support Center
  • Custom branding
  • Content management for non-IT user
  • Multi-brand support
Productivity
  • Business rules for auto tasking
  • Macros to perform simultaneous actions
  • Bulk updating
  • Reward system
Customer profiles
  • Customer history in one place
  • Salesforce integration
Business insights
  • Preconfigured reports
  • Agents performance reports
  • Customizable reports
Multi-lingual support
  • 36 languages including English, Spanish, Chinese and Portuguese variations
Mobile
  • iOS
  • Android
  • BlackBerry
  • Mobile browser

Desk.com Position In Our Categories

Position of Desk.com in our main categories:

5

Desk.com is one of the top 5 Customer Support Software products

5

Desk.com is one of the top 5 Help Desk Software products

5

Desk.com is one of the top 5
Customer Support Software products

5

Desk.com is one of the top 5
Help Desk Software products


If you are interested in Desk.com it could also be sensible to analyze other subcategories of Best Customer Support Software listed in our base of B2B software reviews: Call Center Software, Remote Support Software, IT Service Management Software

Each enterprise has its own characteristics, and can require a particular type of Customer Support Software solution that will be designed for their business size, type of clients and employees and even individual niche they support. We advise you don't count on getting an ideal services that will be suitable for every company no matter what their history is. You should keep in mind what the solution is intended to do for your company and your workers. Do you need a simple and intuitive solution with just essential features? Will you actually use the complex functionalities needed by pros and big enterprises? Are there any specific features that are especially practical for the industry you operate in? If you ask yourself these questions it will be much easier to get a trustworthy app that will fit your budget.

How Much Does Desk.com Cost?

Desk.com Pricing Plans For Enterpises & Small Business:

Desk offers three SMB and enterprise pricing plans, and a free trial users can check to familiarize with its features and functions. You can upgrade/downgrade at any time, but your prepaid plan cannot be credited or refunded in the case of downgrade. You can pay monthly or annually. Visa, Amex and MasterCard accepted.

Give the details a look, and select the best plan for your company:

Standard – $20/month (billed annually)

  • Multi-channel support
  • Self-service support
  • Agent productivity tools
  • Support performance reporting
  • Knowledge base
  • Workflow and automation
  • Desk.com support
  • Easy integrations

Pro – $60/month (billed annually)

  • All features from the Standard plan
  • Desk Connect for Salesforce
  • Advanced reporting and analytics
  • Multibrand self-service support
  • Open CTI (telephony)
  • Native CSAT scores
  • More multilingual support
  • Customize page layouts

Business – $100/month (billed annually)

  • All features from the Pro plan
  • Custom interactive dashboards
  • Advanced integrations and workflow
  • Custom agent roles & permissions
  • Customer Health Monitor
  • SSO for agents & admins
  • Unlimited multibrand support
  • Unlimited page layouts

User Satisfaction

We realize that when you make a decision to buy Customer Support Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and opinions about Desk.com across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with Desk.com. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.
POSITIVE SOCIAL MENTIONS

11

NEGATIVE SOCIAL MENTIONS

1

Video

Technical details

Devices Supported
  • Windows
  • Android
  • iPhone/iPad
  • Mac
  • Web-based
Language Support
  • USA
  • UK
  • Canada
  • International
Pricing Model
  • Monthly payment
  • Annual Subscription
Customer Types
  • Small Business
  • Large Enterprises
  • Medium Business
  • Freelancers
Deployment
  • Cloud Hosted

What Support Does This Vendor Offer?

  • EMAIL
  • PHONE NO.

What are Desk.com pricing details?

Desk.com Pricing Plans:

Desk offers three SMB and enterprise pricing plans, and a free trial users can check to familiarize with its features and functions. You can upgrade/downgrade at any time, but your prepaid plan cannot be credited or refunded in the case of downgrade. You can pay monthly or annually. Visa, Amex and MasterCard accepted.

Give the details a look, and select the best plan for your company:

Standard – $20/month (billed annually)

  • Multi-channel support
  • Self-service support
  • Agent productivity tools
  • Support performance reporting
  • Knowledge base
  • Workflow and automation
  • Desk.com support
  • Easy integrations

Pro – $60/month (billed annually)

  • All features from the Standard plan
  • Desk Connect for Salesforce
  • Advanced reporting and analytics
  • Multibrand self-service support
  • Open CTI (telephony)
  • Native CSAT scores
  • More multilingual support
  • Customize page layouts

Business – $100/month (billed annually)

  • All features from the Pro plan
  • Custom interactive dashboards
  • Advanced integrations and workflow
  • Custom agent roles & permissions
  • Customer Health Monitor
  • SSO for agents & admins
  • Unlimited multibrand support
  • Unlimited page layouts

What integrations are available for Desk.com?

Add-Ons

  • Content Rating for Support Center
  • Contact Form for Support Center

Integrations

  • Salesforce
  • MailChimp
  • CampFire
  • TalkDesk
  • Twilio
  • flowdock
  • Atlassian HipChat
  • PagerDuty
  • GTalk
  • Web Hooks
  • JIRA
  • HipMob
  • UserLike
  • Zapier
  • Klaviyo
  • Zenbox
  • Snap Engage
  • Live Chat
  • Olark
  • Lexity
  • Cloud Work
  • Right Signature
  • Nicereply
  • Verbalize it
  • Cirrus Insight
  • Viral Heat
  • Customer Thermometer
  • Panorama 9
  • Preact
  • REST APIs to integrate your own apps

User reviews


4 Reviews

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2
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Average Rating

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The most favorable review

Stephen

1 day ago


Pros:
Our team uses desk.com for supporting our customers of an online shopping website. It is a very flexible and strong platform. On the basis of the keywords of the messages sent to us, we take out the tickets from the emails. We use the rules for assigning each ticket to the suitable category this way; the tickets can also be marked as urgent. Responding to our routine concerns has been made very quickly by their support team. The iPhone app is also used by us to deliver best services to our customers, anytime and anywhere. Also, the new Agent Desktop is a great addition and is very helpful. Personalized responses can easily be delivered with the use of the Liquid template language and by the use of it, dynamic macros are created that helps delivering such responses without much effort.

Cons:
We use Shopify as our store platform and one another service used by us called the Zapier.com that helps us keep an assortment of apps together. Both these platforms need a better integration to work well with desk.com. With an addition of one customer at Shopify, a customer is automatically created at Desk.com and thus the request of the customers for free samples created a ticket for reporting. We would also recommend desk.com to allow the customization of the intake form, so not much knowledge for CSS is needed.

The least favorable review

Eileen

2 weeks ago


Pros:
Desk always provides us with the best way to interact with and respond to our customers. It provides us a very easy platform that helps in automatically assigning some particular cases to a particular category of people, so as solutions can be sought. Also, sometimes, the cases can automatically be solved. For the purpose of referencing we can also get an easy access t the entire history of the customer. The best thing is, the desk.com support team is very responsive and fun to talk to.

Cons:
Handling the business insights is easy but this feature is not customizable. To make the most out of the business insights, it would be better if it becomes more customizable. For instance, right now, it is not possible to send a report to a particular user via email. The time for handling the cases cannot be limited to the working hours of business which is a great problem. A few rule limitations have proven out to be greatly frustrating. The agent console is usually very slow when used with the feature of bulk open/bulk update. At times the users are locked out of the cases on which they’re working.


Stephen - 1 day ago

Verified
user
Our team uses desk.com for supporting our customers of an online shopping website. It is a very flexible and strong platform. On the basis of the keywords of the messages...

Eileen - 2 weeks ago

Verified
user
Desk always provides us with the best way to interact with and respond to our customers. It provides us a very easy platform that helps in automatically assigning some...

Katrina - 3 weeks ago

Verified
user
Actually, we went to utilize the filters so that no case is left out. This has made us very efficient and with our growing team, desk.com seems to be growing too. Along...

Aubrey - 4 weeks ago

Verified
user
I love desk.com because it is handy for me to make my detailed ‘How to’ tutorials and share them with the help of text and screenshots. My efforts have been greatly...

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