Salesforce Service Cloud
Salesforce, Inc.Reviews from AWS customer
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It can be desky
What do you like best about the product?
I like the next gen interface
i like being able to set rules and macros
i like how easy it is to add another agent
i like being able to set rules and macros
i like how easy it is to add another agent
What do you dislike about the product?
for the amount we pay i would hope to not have a limit on the amount of rules we have
desk also seems to go down a lot
when updating the help articles we have seen that sometimes the images do not always like to insert. We have found sometimes we have written a whole help article and desk decided to log us out or something happens that the help article did not
desk also seems to go down a lot
when updating the help articles we have seen that sometimes the images do not always like to insert. We have found sometimes we have written a whole help article and desk decided to log us out or something happens that the help article did not
What problems is the product solving and how is that benefiting you?
Customer support
we are able to see who is closing the most tickets which is helpful
we are able to see who is closing the most tickets which is helpful
Recommendations to others considering the product:
Do your homework. Desk can do a lot of stuff make sure that software meets your needs.
Good product overall
What do you like best about the product?
It's simple and easy to use. Provides a good platform for support help desk.
What do you dislike about the product?
Lot's of downtime. Need to improve rules based engine.
What problems is the product solving and how is that benefiting you?
We are solving all of our support related problem.
Customer Service Tickets
What do you like best about the product?
I have been using Desk.com as a support team member at SignUpGenius for over 4 years. The system is easy to use. Macros and labels allow us to work quickly and keep track of issues. The customer service team for Desk is always really quick to answer any questions or concerns. When there have been Desk site issues, Desk communicates the problems well and works diligently to fix the issues. In four years we have had very few interruptions.
What do you dislike about the product?
Setting up filters can be a little cumbersome.
What problems is the product solving and how is that benefiting you?
With Desk we are providing excellent customer support to our users via email and chat. With reporting we can keep stats that allow us to make business decisions based on numbers and this is very effective.
Desk beats Zendesk
What do you like best about the product?
They have a nice clean platform which is user friendly and better than Zendesk.
What do you dislike about the product?
They need to install some type of video chat into the platform.
What problems is the product solving and how is that benefiting you?
I can respond quickly and professionally to quote request or other user inquiries.
Recommendations to others considering the product:
Always check your account at least 2 times a day. Desk has some cool badges you can earn for doing things quickly.
Good value, comprehensive CRM
What do you like best about the product?
Relatively easy to set up and get going with Desk. There are powerful features but it's easy to get started with more basic functionality and add more as users gain confidence.
What do you dislike about the product?
The only negative is that the cost can escalate quickly when you have a growing team.
What problems is the product solving and how is that benefiting you?
Being able to see a comprehensive record of user interactions across multiple mediums.
Recommendations to others considering the product:
Take the trial and see how you go!
Product young but with a very good evolution
What do you like best about the product?
Case management with rules and filter.
We like how we can manage KB
We like how we can manage KB
What do you dislike about the product?
SEO : There's lack for SEO management like keywords, meta description, international url .....
Picture management for KB
Case transfer to external email (we need to have a note in the case and record the external email)
Picture management for KB
Case transfer to external email (we need to have a note in the case and record the external email)
What problems is the product solving and how is that benefiting you?
Custormer relationshsip and help desk.
We have a more reactivity to exchange with people need help
We have a more reactivity to exchange with people need help
Recommendations to others considering the product:
More SEO configuration
And bug correction like :
make a note when we tranfer a case to an external email
Recording some external email for transfer
Be more efficient for image management in content (we need to upload not only one picture but a bundle of picture to use in our content. And we need to have folder to classify picture)
And bug correction like :
make a note when we tranfer a case to an external email
Recording some external email for transfer
Be more efficient for image management in content (we need to upload not only one picture but a bundle of picture to use in our content. And we need to have folder to classify picture)
Great Everyday Experience
What do you like best about the product?
Desk.com is at the same time simple and complete at the same time, so it's very helpfull to manage all the request from our customer base.
What do you dislike about the product?
There are very few things that i dislike, but nothingh so relevant taht needs to be changed.
What problems is the product solving and how is that benefiting you?
I'm a Customer Service Supervisor and i use Desk.com to receive and answer to all our customers , it a perferct system for us to manage and archive everything.
Many features, many of which don't work as they're supposed to
What do you like best about the product?
- Goodlooking next-gen agent with option to integrate calls right in the agent console
- Relatively complex business rules possible
- The support team tries to be as helpful as they can be and replies very fast to queries
- Relatively complex business rules possible
- The support team tries to be as helpful as they can be and replies very fast to queries
What do you dislike about the product?
- Multi-language: Does not show up in business insights and is not available in filters, so it's not possible to check the very basic metric of how many cases arrive in the different languages
- Bugs only seem to get fixed if they're absolutely critical to basic operation. Other, very annoying bugs may remain unresolved for a long time
- Requests for basic features have been enthusiastically received by Desk, after which nothing was done with them for over a year now
- Desk has a long list of features, yet many of them don't work as they should and make them unusable. We had the social channel enabled, but noticed a lot of posts don't come to Desk. We switched to another platform now because of that. Another example is that the user rights don't make sense; We'd like to have a role for teamleads so that they can edit details of their team members and add team members, but not go into our business rules, filter settings etc. Yet there is no rule that makes that possible and we have to give teamleads full access to the admin panel, which can be risky.
- Limited API calls: There is a limit of the amount of API calls you can make per minute, yet when developing some advanced integrations with Desk, we would need a lot more. We have over 300 agents, yet get the same amount of API calls as a business with 5 agents.
- NextGen agent: While it looks great, it lacks a lot of features that the classic agent has. Over the last year, Desk has improved on that and now NextGen can almost do the same things as Classic Agent and offers some features that aren't in Classic Agent. However, we've been reluctant to make the switch from Classic to NextGen, because we had a lot of bugs on NextGen when we started that didn't occur on Classic Agent.
- The built-in chat agent is too simple and lacks very basic features and is therefore unusable for pretty much any scenario I can think of
- Bugs only seem to get fixed if they're absolutely critical to basic operation. Other, very annoying bugs may remain unresolved for a long time
- Requests for basic features have been enthusiastically received by Desk, after which nothing was done with them for over a year now
- Desk has a long list of features, yet many of them don't work as they should and make them unusable. We had the social channel enabled, but noticed a lot of posts don't come to Desk. We switched to another platform now because of that. Another example is that the user rights don't make sense; We'd like to have a role for teamleads so that they can edit details of their team members and add team members, but not go into our business rules, filter settings etc. Yet there is no rule that makes that possible and we have to give teamleads full access to the admin panel, which can be risky.
- Limited API calls: There is a limit of the amount of API calls you can make per minute, yet when developing some advanced integrations with Desk, we would need a lot more. We have over 300 agents, yet get the same amount of API calls as a business with 5 agents.
- NextGen agent: While it looks great, it lacks a lot of features that the classic agent has. Over the last year, Desk has improved on that and now NextGen can almost do the same things as Classic Agent and offers some features that aren't in Classic Agent. However, we've been reluctant to make the switch from Classic to NextGen, because we had a lot of bugs on NextGen when we started that didn't occur on Classic Agent.
- The built-in chat agent is too simple and lacks very basic features and is therefore unusable for pretty much any scenario I can think of
What problems is the product solving and how is that benefiting you?
We have a very large volume of inbound cases and a large number of agents dealing with those. Desk is an improvement over what we were previously using, because it offers more advanced routing of cases through business rules. However, it seems Desk's competitors are very quickly gaining ground and I think some of them have already overtaken Desk in terms of features, and besides that actually implement those features in ways that make them more useful to use in complex scenarios.
Recommendations to others considering the product:
It's difficult to say if Desk.com will be the right choice for you or not and a short trial or comparison of features will not necessarily give you the proper picture of Desk.com. Many features that are listed don't work as expected.
Customer Service Godsend
What do you like best about the product?
I love that you can have multiple users accessing the same information from one location
What do you dislike about the product?
Not sure if this is a Desk.com feature or simply the process our customer service team uses, but I dislike the there is only an "update" and "Update & Resolve"
There should be varying levels of status' to better accommodate follow ups, etc.
There should be varying levels of status' to better accommodate follow ups, etc.
What problems is the product solving and how is that benefiting you?
We are able to better track the number of customer touches we encounter and it really gives a full view of our customer base and potential to expand.
With the one stop shop information, you can have more efficiencies in locating information.
With the one stop shop information, you can have more efficiencies in locating information.
Recommendations to others considering the product:
The customer service received from Desk is AMAZING! They are willing and able to help you with anything and everything, from macros, to changing the set up for the users.
Amazing Solution on a Tight Budget
What do you like best about the product?
You can be up and running very quickly and continue to increase the functionality at your own pace. Support is readily available to work out creative solutions to make the software work best for you and it's very easy to understand. It allows the administrator to feel like they are programming code for complex processes without needing to know any code at all. Everything is very intuitive up front and can be very powerful software when you dive in deeper.
What do you dislike about the product?
We wish there was more integration with email clients such as Microsoft Outlook so my agents could work outside of the online software a little more easily.
What problems is the product solving and how is that benefiting you?
We've greatly improved out ability to collaborate amongst our team regarding customer service issues. We've significantly improved our efficiency in solving and tracking problems.
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