Proved out to be the best solution for us

What are the best aspects of this product?

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 with the filters and labels, we also love the knowledge base. With the help of the predictive articles, we have been able to deflect a great number of cases. We always advice our customers, that instead of sending us the emails they can log a case page. The interaction with the Desk team is always enjoyable. I got the chance to speak with the team at some events and they always turn out to be great people. I like the idea of getting along with such good people.

What aspects are problematic or could work better?

Desk can work on the visual editor to make it better, although no visual editor has ever been perfect. As emails are not used on a regular basis, it is a little confusing to find out where the emails are located. The rule to send the emails is also a little confusing.

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

In the initial stage, we used to be a customer success team of just one person. It continued till a long time but then the team grew to two members and we’re still growing. After the growth of the team to a number of two people, it was clear to me that my old ways of working didn’t mean anything anymore. With the help of desk.com, we can see our team growing in a smoother way and we are able to make changes in a spur of a moment. As our cases are already managed and controlled, our team can spend most of their time in focusing on the improvement.

Are you a current user of this product?

Yes