What does the company do well? We are using Desk.com as our primary tool to support our customers, we respond to emails, Facebook queries and even chat with our users. Desk is highly customizable, easy to use, requires less training and the agents who handle emails through desk.com can be more productive.
What does the company not do well? They do have an app for our smart devices (Android and iOS) which is very important for us to respond to the emails on the go. Unfortunately, the app is not stable and takes time to load the emails that we had received and this should be improved.
What do you wish you had known about the company before using? We have been using freshdesk in the beginning and later we came to know about the desk.com through our vendor. We have started setting up an account with desk at the least plan they have and we found that this is highly customizable and useful for the team size we had and also when compared to the pricing the desk.com was cheaper but rather provided us very good features which even the costlier plans in freshdesk doesn't offer.