Desk-com Review

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Last updated: Nov 01, 2019

Desk-com Review

ITQlick rating
(4.2/5)

Starting from $25 Per month

Provide answers faster and deliver smarter service in any channel with the world’s #1 customer support solution – no matter the size of your business.

  • Categories (4/19):

    • Workflow
    • Knowledge Management
    • Marketing Automation
    • Marketing Analytics

Shlomi Lavi / updated: Nov 01, 2019

What is Desk-com?

Desk.com is a convenient all-in one solution for handling customer support.

Desk.com was created by the company of the same name which was founded in 2009. The first version was released in the following year. The company is committed to creating tools that provide excellent customer support.

Desk-com Average Rating -

This software product is not yet rated

Desk-com Typical Customers

Desk.com can support start ups to big companies in various industries that require customer support. Some of Desk.com clients include iHeartRadio, Trip A Deal, SoundCloud and Boloco.

Desk-com Features

Desk.com offers a call tracking and a universal inbox where users can access all communications from customers including e-mail, chat and messages from Facebook and Twitter.

A self help site where customers can get answers to frequently asked questions can be easily created without the help of an IT specialist. Cases can be managed conveniently by automatically setting priorities and allocating a responsible agent or group.

Desk-com 5 Pros

  • User interface is very intuitive
  • Desk.com is integrated with Salesforce, allowing synchronization between sales and customer support teams
  • Desk.com includes a chatter that allows collaboration with users
  • A cost effective solution that every business can afford
  • Customer interactions in various media like e-mail, social networking sites and chat are accessible in one place

Desk-com 2 Cons

  • Starter Plan only supports English
  • Social media integration is only limited to Twitter and Facebook

Desk-com Alternatives

The main competitors for Desk.com are Zendesk and Freshdesk.

Zendesk’s help desk solution includes features for ticket management as well customer self service. This is based on a knowledge base which can address common problems and it can be accessed via a customer portal or through community forums as well. Additionally Zendesk can be accessed via mobile devices and integrates with social media networks. The product also supports in built voice support with a virtual contact center or it can be integrated with a company’s existing telephony solution.

Desk.com on the other hand is developed by Salesforce and includes similar features including logging and communicating with clients on support tickets through a variety of channels. The product supports workflow automation using configurable rules to handle assignment of the right agent to a given issue, as well as escalation where required. Additionally Desk.com supports multi-lingual support and provides customer surveys to rate the support team.

Then there is Freshdesk which includes automated solution recommendation based on tickets raised, as well as Service Level Agreements to target support performance metrics for service levels. The product can be customized to meet business requirements and also provides ready integration to a number of business productivity tools. Another unique feature is its gamification option to incentivize support agents for improved service, and recognize and reward them based on achievement.

While Desk.com does not support these features currently, it does includes an analytics package for performance monitoring, as well as analysis of product problems to determine improvements or new features to aid the development effort.

Desk-com Pricing Information

Desk.com offers affordable pricing options. The Starter Plan at $3 per month is a great choice for small start up businesses. For bigger companies that require a richer solution, Plus Plan is priced at $29 per month per agent.

Desk-com demo

25 questions to ask the vendor on Desk-com demo

Desk-com Categories

Workflow
Knowledge Management
Marketing Automation
Marketing Analytics
Small Business CRM
Self-Service Portal
Real Estate CRM
Pharmaceutical CRM
Online CRM
Insurance CRM
Help Desk
Healthcare CRM

Specifications

Company:
Address: Salesforce.com Inc, Market Street, San Francisco, CA
Customers: Small business, Medium business, Large business
Business Area: Cross Business Areas
Platforms: Cloud
Operating Systems: Mac OS, Windows, Linux

Desk-com Features

Email Integration
Incident / Request Management
Knowledge Base/FAQ
Multi-Site Support
Reporting
Rules/Workflows
Self Service Portal
Service Level Agreements
Support Ticket Tracking
Case Management
Customer Service
Customer Support Tracking
Dashboards
Email Marketing
Multi-Channel Marketing

Desk-com Vs. Alternatives

ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick score ITQlick Score is a 1 to 100 score, based on pricing, and functionality Vs. alternative solutions
Pricing score pricing Score is a 1 to 10 score, based on the TCO (cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
License pricing license pricing (if provided by the software vendor)
Hosting
Functionality score
Fit small business
Fit medium business
Fit large business
Software review
Compare
Desk-com
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick Score
90/100
Pricing score Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
2.8/10
License pricing license pricing (if provided by the software vendor)
$25 Per month
Hosting
On premise and Cloud
Functionality score
35
Fit small business
Fit medium business
Fit large business
Software review
SolarWinds
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick Score
94/100
Pricing score Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
4.2/10
License pricing license pricing (if provided by the software vendor)
$800 Per year/user
Hosting
Cloud
Functionality score
38
Fit small business
Fit medium business
Fit large business
Software review
Freshdesk
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick Score
94/100
Pricing score Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
2/10
License pricing license pricing (if provided by the software vendor)
$19 Per month/user
Hosting
On premise and Cloud
Functionality score
39
Fit small business
Fit medium business
Fit large business
Software review
Zoho
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick Score
92/100
Pricing score Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
4/10
License pricing license pricing (if provided by the software vendor)
$12 Per month/user
Hosting
On premise and Cloud
Functionality score
3
Fit small business
Fit medium business
Fit large business
Software review
Zendesk
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick Score
91/100
Pricing score Pricing score ranges between 1 to 10 while 1 is low TCO and 10 is high TCO (TCO - total cost of ownership: cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
2/10
License pricing license pricing (if provided by the software vendor)
$29 Per month/user
Hosting
On premise and Cloud
Functionality score
37
Fit small business
Fit medium business
Fit large business
Software review