What are the best aspects of this product?
The thing I like the most is the easy usage without dedicating much time in development and engineering. I loved the easiness to arrange the system and the customization options which are available with it, like the macros, rules, business insights etc. the problem solving and communicating with customers along with keeping the record of my agents and customers has been made very handy.
What aspects are problematic or could work better?
There must be an introduction to a more simplified and automatic phone integration along with a more number of third party providers. Logging the phone cases has been dreary for us as our phone system; the RingCentral is not supported, besides being a very popular system. I would like to see if there is an API opened for this or an in-built solution can be provided just as the new CSAT feature.
What specific problems in your company were solved by this product?
Presently, we are working on the optimization of our tiered support systems and for this we are utilizing the new CSAT feature. This helps us understand the expectations for our customer support and improve our help and support center. The in-product regressions and feature requests are also being solved by us and we also incorporate improvements through the business insights. Desk.com has also helped us in speeding up our projects and providing best support to customers. The feedback provided by our customers has also helped us improve.
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?