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Ranked # in Customer Support Software |
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 Description:Assistly allows companies to fully customize their help center to match their brand. The price is fairly inexpensive and you can add services at any time, including extra email or premium support. You can also add “flex agents” during busy periods and pay for them by the hour. Assistly also lets users monitor social media and respond to any issues that might appear there. |
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Trial ended, will not pursue. Slow system, poor customer service |
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July 20, 2012
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Submitted By: Bryant Johnston Company Size: $1 Million - $5 Million in revenues |
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| The best feature for Desk.com is the UI. The interface is very well designed, simple, and navigation is more streamlined than most other help desk systems. The system is also very easy to configure, and has great built-in tool tips for doing so. Our support team participated in the trial-period for this product, and have decided to move forward with a different system, for the following reasons: If your business requires a help desk system that allows you to delete the hundreds of spam notifications (or non-support related comments) you WILL receive through email, twitter, and Facebook.... You need to look elsewhere. For almost two years in the Desk.com support center, customers have begged for a delete function, since hundreds and thousands of spam or non-support related cases are cluttering up their help desks, and skewing analytics. A delete function seemed obvious to every other help desk system we tested, but unfortunately Desk.com was not able to incorporate this feature into the system design. In Desk.com's online support center, agents have been assuring customers since Jan 2011 they're planning to eventually get around to including this seemingly basic function, but after speaking with a support rep via phone at Desk.com, he more than bluntly stated "We haven't even scheduled this change with our dev team, don't look for it any time soon, if it's important to you, go buy another product." Previous interactions with Desk.com support staff were also less than positive. Additionally, IMAP polling is very slow. Often takes more than five minutes to load new mail into Desk.com as cases. The Agent case screen is also very slow to load any changes made to cases: simultaneous changes to multiple cases can take quite some time to process, and the interface operation feels sluggish, almost unresponsive, when certain portions of the case are selected/highlighted. Finally, for a company selling a customer support product, Desk.com customer support is severely lacking. Phone availability is almost non existent, and while their online Support Center answers are decently thorough and timely, the individuals I spoke with on the phone were very unenthusiastic, disinterested and even cold. Zendesk and other comparable systems have much better trained and more readily-available support staff. Overall, decent value to start, and if you don't mind not being able to delete cases ever, and if you don't need technical/customer support to answer your questions, then Desk.com is a cheap alternative to something like Zendesk or Freshdesk. Based on ease of configuration and decent UI, I could rate this product higher, but 2/5 seems the only appropriate rating after my disappointing experience with Desk.com support staff during my trial period. |
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Assistly review |
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February 14, 2012
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Submitted By: Robert Chan Company Size: $0 - $1 Million in revenues |
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| Assistly has been fantastic for us thus far. The setup was straightforward for all the channels were using (Twitter / Email / Fb / Forum / Knowledge Base), and their customer service has been top-notch. They consistently deliver new functionality when its targeted (and dont slip ship dates). The level of customization is definitely sufficient for us. As far as additional resources, one of our designers did a custom design for our portal (and implemented it), and one of our engineers did the multipass login integration Ü neither were complex, and the Assistly team helped immediately when we had a few questions. Regarding integrations, multipass is all weve done thus far, though at some point well need to go deeper. We do use their "log in via Google Apps" feature, which means one less login/password to keep track of. What do we use the most? Definitely the Filters for our actual work queue, and the Rules and Macros for ticket management Ü these let us structure our work to be as efficient as possible. (we use a combination of channel- and alias-based Filters, as well as a "smart" queue that ranks all our tickets by various criteria). The most important feature imho is their implicit, "one person per ticket at a time" functionality, which means two agents cant step on each others toes while clearing out a queue. And as my teams manager, I use the built-in Analytics to keep tabs on how things are going (turnaround times, ticket volumes, etc.). |
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Assistly: The perfect start-up customer support solution |
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February 13, 2012
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Submitted By: Brooke Steger Company Size: $1 Million - $5 Million in revenues |
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| We have been using Assistly since May of 2010 and continue to be impressed with both their features and personalized level of service. We use them for customer and social media support as well as our FAQ portal. Some light development work was done by our team to integrate our support form and FAQ, but it all went off without a hitch. We take full advantage of their reporting features which they continue to grow, we've even seen direct implementation of some of our suggestions which is a refreshing change from large CRM companies. They also have advanced rule settings which help for aggregating incoming cases to the appropriate person and/or setting them to the right severity level. Its also affordable for start-ups on a budget. What I like most about Assistly is the flow. It is not weighed down with unnecessary settings and work-flows, its simple but has everything you need, which makes work efficient and quick. It is also web based and quick to load, so you can check your customer service queue from anywhere :) |
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