What are the best aspects of this product?
I just love working with desk! It is very fast, competent and an insightful system. The best thing is that you can keep a record and track of all the cases in a much easier way as compared to your email inbox. You can also keep a track on who is handling the case and how long has the case been with your system. The feature of putting the help articles on the website has solved a great problem as the customers can get their answers through these articles, before even contacting us. Our phone calls have been cut down and the company has become very efficient and we’re enjoying our achievements!
What aspects are problematic or could work better?
According to me, the only problem is that when customers reply to a resolved case, the case is still shown with the other open cases and isn’t marked unresolved itself. For this, you will still have to examine the email inbox.
What specific problems in your company were solved by this product?
It has greatly helped in cutting down the number of phone calls that we received from our customers. We are able to respond speedily and more efficiently to all the queries and feedbacks shared by the customers. Before desk, we only had one person to operate the email inbox but now we have assigned 8 people working on answering our customers in a faster and better way. With this, our organization has become much smoother.
Are you a current user of this product?
What is your role with this product?
How long have you been using this product?
Less than 1 month
What is your company size?
More than 100 Employees
What is your industry?
Did your company use a different software before this one?
How many people in your company actively use this product?
How long is your contract with the vendor?
Less than 1 year