Influential customer service tools making the reporting easier.

What are the best aspects of this product?

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.

What aspects are problematic or could work better?

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.

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

We work in the direction of determining what makes our customers completely satisfied. Also, we are eager to know what our customers complain about. The feature of desk to label the cases and then report the same makes things quite handy.

Are you a current user of this product?

Yes