Desk.com

It's very easy to use and has many helpful tools to optimize your customer service and sales team. With all the pre-set rules and canned responses, you can decrease the time it would have taken if you or your agents were to do it manually. Once the functions are set up, they're ready to go. I also love the reporting tools, it helps to keep me in the loop about what our average volume looks like along with how we're handling and who is handling it. I can get a good overview of what's happening across all different email and communication platforms that are managed through Desk.com!

There are some rules and functions that were difficult in the beginning to use. Some of the functions, I do not use because it isn't necessary or wasn't fully explained to me about it. Of course, Desk.com offers a great support team and knowledge base that you can find your answers. Another downside was that I felt that at times the reporting functions were not as accurate. The new business insights and the old one are different, I feel like the older version has more information that I needed and the new business insight is a little harder to navigate without as much detail as the older one.

We are definitely solving issues with cross channel customer support. Our company handles at least 8-10 different channels/platforms and Desk.com is a great hub for us to synchronize customer information and history. It's also great to get a centralized idea of what our customers are talking about in one place. The power of organization and easy access to information definitely increases productivity, sales, and efficiency.