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Desk.com
All the support tools you need in one app.
With Desk.com, every customer interaction is in one place, instantly accessible and actionable. Your team will be able to easily track, engage and keep customers satisfied—anywhere, through any channel. And even better, you can have Desk.com up, running and revolutionizing the way you help customers over a weekend—without fuss or a complicated IT installation.
Universal Inbox
Easily put your reps right where your customers are. Phone. Email. Social. With so many channels available to your customers, your team needs simplicity. Desk.com acts as a catch all, organizing customer communications into one place, regardless of the channel it came in on. Your reps won’t have to flip through tabs and screens and your customers can effectively contact your company however they want.
Case Management
With airtight tracking, cases don’t slip through cracks. Stay on top of customer support by tracking the owner, priority, and status of every customer interaction. Even better, you can create rules and filters to automate your workflow, so high priority cases are resolved quickly, while less pressing cases are kept from getting missed altogether.
Mobile Access
The help desk doesn’t have to be a desk. It may be called Desk.com, but the flexibility of mobile is fully available. You can stay in touch with customers from anywhere, collaborate with your team and track case from any iOS or Android device.
Self-service
Help customers help themselves. The best kind of support is the kind customers can quickly find themselves. Desk.com helps you create a branded public-facing support center with top FAQs and support forums to give customers the opportunity to find answers fast.
Knowledge base
Support your support team. When answers are at the ready, customers get satisfaction faster. With Desk.com you can create macros, organize them by topic and make them available to your support team and online support center—or even fully automate responses. And Desk.com's knowledge base is fully channel aware, with responses specifically formatted for Twitter, Facebook or any other channel.
Business Insights
Make business decisions based on key metrics. Using Desk.com's out-of-the-box reports and dashboards you can track and measure data in real time based on your support volume and agent performance. You’ll be able to instantly measure key performance indicators such as agent resolution time, as well as insights around case volume and top issues from customers.
Multilingual Support
Customer satisfaction is a universal need. Because business has gone global, Desk.com lets you easily manage the translations of your internal knowledge base and public–facing help center to support your global customers. You can create and track translations for your knowledge base articles in up to 39 languages so your customers can get answers in their native tongue.
Desk.com for Salesforce
Gain a complete view of your customer. With Desk.com integrated into Salesforce, information is visible from both sides. Support reps can see Salesforce information without ever leaving their support app. And if sales teams want to know about customer issues they can see open cases directly in Salesforce CRM.
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