Deskpro

What do you like best?

Since we implemented this platform in our business system we can effectively provide excellent customer service and have a powerful and flexible very professional technical assistance software, which supports the entire team and arms and trains them with the tools that They need to solve any problem together, we can also provide better support using intelligent automation tools for the technical assistance service, thus eliminating repetitive tasks, saving time and reducing costs. It's a powerful multi-channel interface with which nothing slips through the cracks, making it easy to capture every interaction in the same place, no matter where it occurs.

What do you dislike?

It is a powerful tool that can be largely adapted to the business flow, but its CRM module is limited since there are no triggers available to maintain greater control of records and this can cause a problem in terms of time records that do not merge, in this way we can handle external plugins and sustain this void, so for us it is not a very serious problem and therefore we have benefited the most from this platform.

Recommendations to others considering the product:

It is extremely influential for an advance in scale of any organization that needs to provide excellent service to customers, it is optimal to implement from SMEs to large companies. For its part, it is also Ideal apart from customer service, for product assistance and IT call center. Deskpro is a platform that offers a modern, real-time web interface, highly flexible configuration and easy and powerful automation. It includes a user portal with a professional knowledge base, as well as a powerful news publication that keeps all staff up to date, a powerful file hosting and live chat that can be added to the website with ease.

What problems are you solving with the product? What benefits have you realized?

We have a shared inbox that provides the entire team with the collaboration necessary for any process that is executed, in turn, information from potential clients can be obtained quickly with the agent's instant messaging and internal notes, this information it is extremely valuable especially the one that concerns the performance of the technical assistance service which can be analyzed and evaluated with detailed reports. Likewise, we can make decisions based on critical and relevant data that are an important contribution to the support team.