Reviews from AWS Marketplace
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
External reviews are not included in the AWS star rating for the product.
Help Desks Made Easy
What do you like best about the product?
Desk.com makes it very easy provide support to customers through a variety of channels, bie it email, phone, or social media.
What do you dislike about the product?
Desk.com is so powerful, it can sometimes be hard to get it to do exactly what you want initally, but with a little bit of googleing and help form their awesome support team, you can make it work.
What problems is the product solving and how is that benefiting you?
We are providing better support every day thanks to Desk.com and its analytics.
Recommendations to others considering the product:
Desk.com is a great choice if you like good looking solutions for Help Desk. Used by many companies, including our own, it makes support easy for both clients and the support staff and administrators.
- Leave a Comment |
- Mark review as helpful
Great management product
What do you like best about the product?
The cases section is amazing for managing issues with accounts
What do you dislike about the product?
I am not sure if it was the program or my admin, but I am not a fan of recent ui changes
What problems is the product solving and how is that benefiting you?
I am internal technical support and having my own queue to work from with the ability to transfer cases is great
Recommendations to others considering the product:
Unknown if it is an admin limitation, but marking duplicates would be nice
Salesforce Service Cloud
What do you like best about the product?
My favorite feature is the console. I am able to create an experience for my users that allows them to effectively complete their tasks and support our customers.
What do you dislike about the product?
Setting up entitlements, milestones, and contracts was a slightly confusing. But once done it was smooth sailing.
What problems is the product solving and how is that benefiting you?
We needed a way for our support agents to be able to assist our customer quickly. Service cloud has allowed me to create that user experience so our customers do not feel a disruption in their service as our agents are able to efficiently resolve any issues.
Salesforce.com - Service Cloud
What do you like best about the product?
For Customer Support departments, it's pretty hard to beat the functionality and ease of customization within Service Cloud. Out of the box it's very easy to setup workflow rules, case routing, and general notifications. I would say the best part about Service Cloud is how it's natively ingrained within Salesforce.com, so you capture the full 360 degree picture of your clients.
What do you dislike about the product?
It's incredibly easy to customize Service Cloud to fit the needs of your business, which is a bit of a double edged sword. Companies need to really have solid software deployment policies to prevent an abundance of customizations to the Service Cloud. Other than that I really can't say anything bad about it - it's fit the needs of every Salesforce instance I've ever worked on.
What problems is the product solving and how is that benefiting you?
With Service Cloud, we're solving the problem of having our Customer's supported in the fastest way possible. Specifically we leverage the Service Cloud for efficient routing of inbound support tickets, in addition to managing cases through service level agreements and entitlements.
Recommendations to others considering the product:
If you're already using Salesforce.com CRM (Sales Cloud) and you're evaluating a customer support application - it makes a lot of sense to stick with Salesforce. They have a really strong user base, a solid application, and great customer support should you ever need it.
Awesome tool
What do you like best about the product?
If it weren't for salesforce, my company wouldn't be able to function so the fact that it's very easy to use and that everything can be done on one platform is great!
What do you dislike about the product?
The customization is a bit all over the place and takes more time than necessary
What problems is the product solving and how is that benefiting you?
Being able to connect with our clients
Useful, numerous features, flexible reporting
What do you like best about the product?
I like the flexible reporting and dashboards - Easy to setup, and very user-friendly, We can create multiple reports for different purposes.
What do you dislike about the product?
It's expensive! Hard to customize if you are not familiar with Salesforce 101.
What problems is the product solving and how is that benefiting you?
Sales management, hotlist management, qualified leads. System has reduced administrative time with generating reports and managing activity.
Recommendations to others considering the product:
If you need flexible reporting and dashboards, this is the way to go. The expense is worth it.
Desk.com is a great platform
What do you like best about the product?
The layout of the desk.com platform is very user friendly and really allows for easy navigation.
What do you dislike about the product?
The lack of current integration to other software platforms like Shopify makes things dislikable.
What problems is the product solving and how is that benefiting you?
Emailing customers about their orders, answering sales questions, etc.
Great Organization for Sales and Customer Service
What do you like best about the product?
Ability to run multiple types of reports and see communications at all levels. I like that I can see the last activity of an account and the last communication to a contact.
Multiple reporting is great to be able to slice and dice the information as needed.
I also love that Salesforce has so many integrations internally and externally so it can all work together.
Multiple reporting is great to be able to slice and dice the information as needed.
I also love that Salesforce has so many integrations internally and externally so it can all work together.
What do you dislike about the product?
It takes some getting used to, to understand the capabilities (in order to capitalize on them) and create reports. I think the report building can get confusing since fields are grouped together.
I believe my company ended up having to hire someone to actually manipulate the fields/display for our specific use.
I believe my company ended up having to hire someone to actually manipulate the fields/display for our specific use.
What problems is the product solving and how is that benefiting you?
We used it to track support cases and allow customers to search solutions to hopefully fix their issue or answer their questions.
Recommendations to others considering the product:
Definitely need someone in house to be the 'expert' in order to manage, maintain and edit the portal as needed.
Salesforce
What do you like best about the product?
I love being able to quickly look things up while I have a customer on the line - I work in phone support so it is crucial that I can look up information in a timely manner to relay that to the customer.
I like the amount of information that can fit on a single page - with the new dashboard I don't have a bunch of browser tabs open, just one window with tabs within salesforce.
I like the amount of information that can fit on a single page - with the new dashboard I don't have a bunch of browser tabs open, just one window with tabs within salesforce.
What do you dislike about the product?
Sometimes the customer's phone number does not automatically populate and bring up their account so I have to hope I hear their name right.
Wildcard searches are a pain to deal with - I wish the search engine brought in related names without the * and just worked with the criteria I give it better.
There's so much customization that it's overwhelming. There are some simpler features I'd like to modify but they're so buried in the customization that I haven't been able to find them.
Wildcard searches are a pain to deal with - I wish the search engine brought in related names without the * and just worked with the criteria I give it better.
There's so much customization that it's overwhelming. There are some simpler features I'd like to modify but they're so buried in the customization that I haven't been able to find them.
What problems is the product solving and how is that benefiting you?
I am solving cases that customers are having while being able to reference old cases.
The benefit is huge - there is so much internal content on Salesforce that I can use to help my customers.
The benefit is huge - there is so much internal content on Salesforce that I can use to help my customers.
Recommendations to others considering the product:
The new dashboard system is nice for organizing tabs but at the same time it's confusing to get used to.
I'm sure it's great for sales - it 'works' for support purposes but it's probably not the best.
I'm sure it's great for sales - it 'works' for support purposes but it's probably not the best.
Great tool to help with sales over many departments
What do you like best about the product?
Sell, service, market, and build apps all on a single platform. It is very user friendly and even being the admin where you need to create reports and dashboards, the free online training Is great!
What do you dislike about the product?
some of the standard field sets cannot be customized. we ran into an issue, and although we created a work around, it would have just been easier to customize or turn off a standard feature.
What problems is the product solving and how is that benefiting you?
We are trying to track sales, as well as retention. we have 2 departments currently on the system and hoping for a 3rd maybe next year or so. We have been able to easily track accounts and who is reaching out to them so there is not duplication of customer contact etc. It has been really helpful and everyone seems to like the features.
showing 5,331 - 5,340