Desk-com Review - why 4.2 stars?

Desk-com Review
ITQlick Score: 90/100
ITQlick Rating: (4.2/5)
Pricing: 2.8/10 - low cost
Category: Help Desk -> Desk-com
Ranking:Ranked 4 out of 208 Help Desk systems
Company: Salesforce.com
Pricing: starts at $25 per month
Typical customers: Small, medium and large size businesses
Platforms: Cloud
Links: Desk-com pricing, Desk-com alternatives
Shlomi LaviShlomi Lavi / updated: May 08, 2021

We publish unbiased reviews. Our opinions are our own and are not influenced by payments from advertisers. Learn more by reading our advertiser disclosure.

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.

What is Desk-com rating? ()

The rating of Desk-com is 4.2 stars out of 5 and the total score is 90 out of 100. The ratings are based on our unbiased experts. Learn more in our rating methodology page

Who are Desk-com's 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.

Is Desk-com the best Help Desk?

Desk-com is ranked 4 out of 208 software in their category (Help Desk systems).

What are their main features and functionalities?

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.

What are Desk-com's pros? (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

What are Desk-com's cons? (2 cons)

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

Who are their main 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.

What is the cost of Desk-com?

The cost of license starts at $25 per month. On top of the total cost of licenses which is easy to calculate - what is the REAL total cost of implementation? You need to add the cost of training, customization, data migration, and other "hidden cost". ITQlick pricing score is 2.8 out of 10 (10 is most expensive). Find here the REAL total cost breakdown for Desk-com

What should you ask Salesforce.com during a demo session? (65 questions)

Schedule a demo with Desk-com and access 65 must ask questions for the vendor while watching Desk-com in action.

List of categories

Call Monitoring
Banking CRM
Call Center
Casino CRM
Complaint Management
Customer Relationship Management
Customer Loyalty
Healthcare CRM
Help Desk
Insurance CRM
Online CRM
Pharmaceutical CRM

List of 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
Score
Pricing
License pricing
Functionality
Review
Compare
Desk-com
ITQlick rating
4.2/5
Score
90/100
Pricing
2.8/10
License pricing
$25 per month
Functionality
35
Compare
Freshdesk
ITQlick rating
4.5/5
Score
94/100
Pricing
2/10
License pricing
$15 per user/month
Functionality
39
Zoho
ITQlick rating
4.5/5
Score
92/100
Pricing
4/10
License pricing
$14 per user/month
Functionality
3
Review
FuseDesk
ITQlick rating
4.3/5
Score
91/100
Pricing
6.4/10
License pricing
$97 per user/month
Functionality
7
Integria
ITQlick rating
4.1/5
Score
89/100
Pricing
4/10
License pricing
$6,000 per year
Functionality
3
Author

Shlomi Lavi

Website Linkedin Facebook Twitter

Shlomi holds a Bachelor of Science (B.Sc.) in Information System Engineering from Ben Gurion University in Israel. Shlomi brings 15 years of global IT and IS management experience as a consultant, and implementation expert for small, medium and large size (global) companies.