If you are currently looking for the all-in-one Customer Support Application for your small-medium business, you may want to read this review about Desk.com – a customer support application – before choosing the right one for your business.
Desk.com – a salesforce.com family of companies, is a Customer Support Application that offer functionalities connecting you with your customers wherever they are. Desk.com lets you connect with customers in one place, and engage them across various support channels, ie: twitter, facebook, phone, email, chat. Desk.com gathers all your customer support conversations history into one central desktop where all service requests that come from both traditional and social channels are compiled and taken care by customer support team. Customer support agent access only one single agent desktop – in whatever channels the customers want to reach you.. whether it’s by chat, email, phone or twitter.
In term of pricing, Desk.com Customer Support Application has a very flexible pricing… you can get your first full-time customer support agent for free. And another additional one full time customer support agent is USD 49 per month. You can also add part time customer support agent for only USD 1 per hour.
Now, let’s see the summary of Desk.com features:
- Case Management: this module is the engine of the support system. The system has the capability for tracking and traceability. The module also provides crucial functionalities such as: ticket management, case filters, case status (ie; new, open, pending, resolved, closed), automating support processes using business rules, know your customers with customer profiles. The system is also equipped with others additional functions such as; bulk updating, smart short-cut, labels & custom fields and case history.
- Universal Inbox: unify all customer questions and inquiries from one inbox…. your email, twitter, facebook, chat, phone and discussions.
- Mobile Support: mobile support is one of key parts of desk.com features. You can use mobile device to support your customers. It supports a wide range of devices; iPhone, Android, Blackberry, iPad, Android tablets and windows phone.
- Multilingual Support: desk.com multilingual support has enabled them to easily support customers all over the world. With its intelligent content management tool, the system will easily manage and track translation.
- Support Center: give your customers with 24 x 7 hours support. By putting a few lines of code into your website, you will be able to provide support forums and FAQs on your website. Your customers will have 24 x 7 support access.
- Content Management: this content management module makes your company easy to build a knowledge base. With a centralized knowledge base, customer support agent will have “one-right-answer” to your customers.
- Business Insight: this is the module for reportings. With Desk.com business insights, you will be able to see the summary of cases handled by your agents, quickly see how good or bad your agents and also slice and dice information as you want it.
- Integration: desk.com also provide integration with growing number of applications and platforms. Salesforce.com, Get Satisfaction, olark, Metaverse Mod Squad….. to name a few.
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