Desk.com is excellent for both types of business, either large or small

What are the best aspects of this product?

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.

What aspects are problematic or could work better?

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.

What specific problems in your company were solved by this product?

We target providing speedy, timely, successful and versatile customer services. Our small and devoted team is very happy to work with desk.com as things get very easy and handy.

Are you a current user of this product?

Yes