Desk.com


Logotipo do Desk.com

 

507 avaliações (4,5/5)
 
Desk.com is a customer support engine for customer service professionals in small and midsize companies. The system integrates with Salesforce and contains reporting features that can help administrators and employees manage customer service tasks. With Desk.com, multiple support channels are combined into a centralized location so that inbound requests are visible in a single place. Channels can include email, phone calls and social media interactions. Reporting features provide information about customer service activity and track data related to support issues. The system includes a number of built-in reports, as well as an analytics dashboard. Graphs allow for companies to see how many cases have been resolved and to drill down to the number of requests per agent. Support is offered via email, over the phone and through community forums. Pricing is per user per month.
 

Desk.com - Business rules
 
  • Desk.com - Business rules
    Business rules
  • Desk.com - Case management bulk editing
    Case management bulk editing
  • Desk.com - Case management labels
    Case management labels
  • Desk.com - Productivity tools
    Productivity tools
  • Desk.com - Universal inbox
    Universal inbox
Sistemas operacionais compatíveis:
Mac OS, Navegador web (independente o SO), Windows 8

507 avaliações do Desk.com

 

Jordan C. Especialidade: Serviços e tecnologia da informação Número de funcionários:  501-1.000 funcionários Número de funcionários:  501-1.000 funcionários

08/08/2019

08/08/2019

Fonte da avaliação: Capterra

Awesome Ticketing System

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Users are really more productive than previous tool

Vantagens

With Service Cloud, we have a complete overview on our Customers. From Lead to Case, we can log all customers activities and be proactive for their needs.

Desvantagens

Often, you must adapt your process to the tool, not the tool to your process and that's the hardest part of Salesforce implementation. Also, multiple administrators can destroy your organization.

Jennifer B. Especialidade: Serviços financeiros Número de funcionários:  11-50 funcionários Número de funcionários:  11-50 funcionários

06/11/2019

06/11/2019

Fonte da avaliação: Capterra

Everything I need on one page

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I love that I can manage our sales team's goals vs. actuals all in one place. I can see exactly where each prospect/opportunity is in the sales process, who the contact is and information about the company all on one screen. With the links that let me get more information about each of those areas, it's a seamless process.

Vantagens

I love that, compared to Salesforce Classic, I can see all of the information about the Prospect or Client that I need all on one page. I don't have to go from one page to another

Desvantagens

It's not like any of the other CRMs that our sales team has used so there was a bit of a training curve for some of them.

Elliott S. Especialidade: Software Número de funcionários:  2-10 funcionários Número de funcionários:  2-10 funcionários

30/08/2018

30/08/2018

Fonte da avaliação

Easy to use lacking features

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we are making the switch over to zen desk. as alot of the features are built right into there base setup. we are hoping it will streamline our return process immensley. raising up production

Vantagens

easy to use
different modes
phone logs so that you can manually log phone calls
marcos for easy emails transactions

Desvantagens

no intergration options unless you are in the pro plan
tech support is lacking support
this cost more than most softwares premium plan even after you have been with them over 2 years

Justin G. Especialidade: Bancos Número de funcionários:  10.000+ funcionários Número de funcionários:  10.000+ funcionários

23/09/2020

23/09/2020

Fonte da avaliação: Capterra

Great product for servicing customers

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I work in internal operations and find SSC to be the most versatile tool in our arsenal. There is just so much that it can do and Salesforce is always looking for ways to continue to expand on its capabilities.

Desvantagens

The learning curve, but this is why they offer trainings/certifications.

Patrick C. Especialidade: Serviços financeiros Número de funcionários:  11-50 funcionários Número de funcionários:  11-50 funcionários

04/05/2018

04/05/2018

Fonte da avaliação: Capterra

Salesforce makes it easy to maintain a large group of sales prospects and integrates with outlook

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I really like the ease of use with this CRM and the fact that it integrates with our other softwares. We operate as a sales unit, so it is essential that we are aware of what other members of the team are doing at all times, and where they stand on different leads, territories, etc. It eliminates the need for additional forms of communication, documents, spreadsheets, you name it. This is essential for any sales team out there, regardless of industry.

Vantagens

We are a sales and distribution company for a number of investment companies that run mutual funds, hedge funds etc. We have a GIANT list of prospects and trying to manage all of that in excel spreadsheets would be a nightmare when you consider that we operate as a team and not on an individual basis. It's easy enough to use and integrates well with outside software, such as outlook and excel. Great product for sales teams**.

Desvantagens

I'm really not a fan of the lack of a genuine support system. If you have any issues, your only option is to email the support team and they have not been very helpful in my experience. Unless you pay for the top tier of salesforce, there's no phone number that you can call. I wish they had a decent tutorial and moreover, there are some no brainer adjustments that could really improve the CRM, such as mass email integration. Perhaps there is a way, but the fact that I have not been able to figure it out or get a decent answer from support speaks to their support system.