Desk360
Last Updated
Overview
Desk360 software centralizes customer support channels into a single inbox to ensure effortless communication and faster resolution times. While the user interface can use some updates, its efficient omnichannel capabilities and cost-effective structure make it an asset for diverse support teams.
Desk360 Specifications
- Live Chat
- Omnichannel Support
- Canned Responses
- Email management
Desk360 Features
Artificial Intelligence Agent
The AI Agent feature automatically handles and tailors the support process to lower the time it takes for a representative to respond. It uses OpenAI technology to offer support 24 hours a day in many languages and provides immediate help worldwide. The system is customized by selecting the tone of voice and preferred model for a completely branded experience.
Message Templates
Message templates are ready-made formats used to improve communication directly through the WhatsApp channel. These templates must be used to start a new chat with a contact after the usual 24-hour support period has ended. The messages are officially approved by Meta and sorted into categories like utility, marketing, or authentication for clear business purposes.
Collaborative Shared Inbox
The platform includes a shared inbox built to make the team work more effectively by collecting all messages on one screen. This single view lets representatives see and reply to requests from different communication channels without constantly logging into separate accounts to support teamwork.
Self-Service Integration
Desk360 gives brands a way to provide self-service help to contacts by using their personalized FAQ pages. Setting up the integration takes just a few minutes and does not require coding skills from the company that uses it. Offering personalized FAQ pages allows contacts to find answers on their own, which helps to lower the number of support requests sent to the team.
Pros And Cons of Desk360
Pros
Supports standardized methods for contact replies
Provides automated management of work processes
Offers full record of contact interactions
Cons
Initial setup demands focused attention
Detailed analytics may require manual data export
Desk360 Reviews
Total 14 reviews
4.7
All reviews are from verified customers
Rating Distribution
5
Stars71%
4
Stars29%
3
Stars0%
2
Stars0%
1
Stars0%
Share your experience
Computer Software, N/A employees
Less than a year
“Huge time-saver”
Pros
Having quick replies for the most common questions is a huge time-saver because I don't have to type the same response over and over again. Desk360 also lets you store those saved answers in different languages for the same question which is really valuable. If your business is active in multiple countries and handles support in several languages at the same time, this works perfectly.
Cons
I would like to see a clearer connection between tickets when the same user creates more than one report. If a customer who has already submitted a ticket opens another one, it would be helpful if the system showed that those tickets are related. That way, I could immediately tell whether it's the user's first time reaching out or not.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
8
Functionality
8
Information Technology and Services, N/A employees
Less than 6 months
“Stellar support”
Pros
Their customer support has been amazing, really excellent work.
Cons
It would be even better if LinkedIn could be added as a new channel.
Rating Distribution
Ease of use
10
Value for money
9
Customer Support
10
Functionality
9
Hospital & Health Care, N/A employees
Less than 6 months
“Handy chatbox unification”
Pros
Getting all my customer support chatboxes into one place with this product has been really helpful and it's very simple to use.
Cons
It is a little expensive although they gave me nearly three months of free access when I wanted to test it before buying which was a nice bonus.
Rating Distribution
Ease of use
7
Value for money
8
Customer Support
9
Functionality
9
Frequently Asked Questions
Does Desk360 have a mobile app?
Yes, the software offers a mobile application.
Who are the typical users of Desk360?
Desk360 software is designed for businesses in industries like travel, insurance, retail, e-commerce, financial services, and healthcare.
What level of support does Desk360 offer?
The platform provides support through email and chat.
What types of pricing plans does Desk360 offer?
The vendor offers a Free Plan and Meta (Custom pricing). Request a customized Desk360 price quote for your business today!
Does Desk360 offer an API?
Yes, Desk360 provides an API.
What other apps does Desk360 integrate with?
The software integrates with platforms such as Facebook and WhatsApp Business.
What language does Desk360 support?
The platform supports English and Turkish languages.