Streamlined customer service response tool
Desk.com is a customer service integration service with a focus on small businesses and surveys. Integrate all incoming customer messages from all social media sites into one list based system which can be accessed from a multi device dashboard.View full description
- Simple to set up and use
- Straightforward data
- Lacks multimedia support
- Fairly expensive
Desk.com is a customer service integration service with a focus on small businesses and surveys. Integrate all incoming customer messages from all social media sites into one list based system which can be accessed from a multi device dashboard.
Desk.com's most immediate feature is its all-in-one style dashboard featuring all incoming customer communication from a multitude of sources. These tickets can then be assigned to the appropriate team member or responded to with a set answer. Responses are sent via their platform of origin, so a customer sending a query on Facebook will receive a message back in kind. Beyond this efficiency tool, Desk.com has satisfaction and performance scores to measure both a customer's overall experience and an agent's service ability. These scores can be viewed as a graph or set of historical changes, alongside individual customer's past interactions and changes in satisfaction. The service also can automatically build a database of past queries, allowing for customer's to answer their own simpler questions. Available on a sliding scale of features per agent, the service has a free trial but no free subscription.
Desk.com is a straightforward service useful for smaller businesses and start-ups. The performance statistics are a convenient way to manage both the client and customer sides of the dialogue.