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User review of Desk.com

The best customer support/CRM tool if you want to achieve success in your business!

- by Tracy

USER SATISFACTION

RECOMMENDATION
7 out of 7
Definitely
COST EFFICENCY
7out of 7
Superb
OVERALL IMPRESSION
5out of 5
amazing
EASE OF USE
5out of 5
amazing
CUSTOMER SUPPORT
5out of 5
amazing

PROS & CONS

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?

Yes

USER DETAILS

What is your role with this product?

  • I manage other people who use it

How long have you been using this product?

Less than 1 month

COMPANY DETAILS

What is your company size?

More than 100 Employees

What is your industry?

Internet

USAGE & IMPLEMENTATION

Did your company use a different software before this one?

no

How many people in your company actively use this product?

just me

PRICING & COSTS

How long is your contract with the vendor?

1 year

FEATURE DETAILS

No information provided by the reviewer.

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