Desk.com vs Freshdesk
Last updated: July 22, 2017
Connect to your customers on Facebook and Twitter as easily as on traditional support channels like email, phone and web. Desk.com organizes all of your support in one place so you can respond efficiently wherever your customers reach out.
Freshdesk was built ground-up to make your agents’ lives better. That is why you will find intelligent capabilities out-of-the-box, that automatically categorize, prioritize and dispatch your tickets, and even suggest the best solutions when you get one. Freshdesk free open-source alternatives are osTicket, OTRS, Mantis.
Latest news about Desk.com and Freshdesk:
22.07.17. Freshdesk acquires chatbot startup Joe Hukum. Help desk service Freshdesk has acquired Joe Hukum, a startup out of India that offers a platform for businesses to build their own chatbots. Joe Hukum, formerly known as Speedy, was originally focused more on building its own personal assistant / concierge app to help people order goods and services before pivoting to present the service as a platform for building bots for other businesses. Joe Hukum’s knowledge tree coding has been built to automates sales, service and support workflows, and so the team from the startup will be building bots on top of existing Freshworks products to help it stand out over alternative services. The deal underscores the continuing interest in chatbots that we’re seeing from the world of customer support: companies are looking for more efficient and less expensive ways to provide basic information and help to their customers, and many have their sights set on chatbots as a viable solution, notwithstanding that a lot of what is being built right now still in its very early stages.
04.01.17. Freshdesk acquired data integration startup Pipemonk. Freskdesk has acquired Banglaore-based startup Pipemonk that helps companies move data between cloud applications such as CRM, eCommerce, marketing and help desk services. The latter is particularly important to Freshdesk, whose primary products include customer service and help desk offerings. Pipemonk gives Freshdesk more than simply a generic way to automate the flow of data between services. It will have practical application in-house, helping pull together the half dozen services, Freshdesk has acquired in a mini shopping binge over the last 16 months.
02.11.16. Customer service app Freshdesk scores $55 million. Freshdesk has got $55 million to move beyond the pure customer service app. The company is looking to aggressively expand across the entire product line, and this money gives them plenty of space to do that. While they don’t intend to build a data product like Zendesk recently announced, that doesn’t mean the company doesn’t have big plans to use the data it collects in its products to deliver smarter, more data-driven functionality. In fact, they have been working on adding more intelligence to their products in 2017, even before the new funding. Ideally, the software can assist the agent to take the most reasonable course of action to help a customer, whether that customer is external or internal.
13.11.15. Desk.com integrates with Salesforce IQ. Salesforce has introduced an integrated product combining Salesforce IQ CRM and Desk.com customer service — its tools aimed at small businesses. By integrating the two, sales and service reps can get a full picture of the client across multiple channels, something that has previously only been available to much larger business using enterprise software that’s way out of reach of most small business owners. What this means is that sales reps working in SalesforceIQ can see notes and interactions that customer service had with the customer and CSRs working in Desk.com can see the buying history of the customer.
25.11.14. Salesforce added app store to Desk.com. Salesforce updated its customer service product Desk.com. They have created a Desk.com app store called the App Hub that includes a bunch of partner apps chosen specifically for SMBs to give them a one-stop shop for the cloud applications they need – and they have created a way to integrate those apps directly into Desk.com. Among the partners are well known products such as Jira for issue tracking, MailChimp for email newsletter management, Olark to record desktop chats and more –including of course, the core Salesforce.com CRM product. The update includes access to all of these tools in one central place and makes use of what they are calling the ‘Desk.com Canvas’ to install these external packages and incorporate them into the Desk.com application.
07.08.14. Desk.com embeds video in customer support. Salesforce's Desk.com platform is going visual — as in video support. The customer relationship management (CRM) giant just introduced a new Salesforce Desk.com Support Center, which includes video customer support. From now companies can provide rich video content directly in their support center and get detailed analytics on how that video content is performing so they can best optimize the way their customers interact with information in their help centers. The next generation video support is included at no additional charge with a Desk.com subscription. Pricing starts at $30 per month, per agent at Desk.com.
19.06.14. Desk.com adds mobile app, intelligent agent console. Salesforce has updated its customer service app Desk.com with a new intelligent agent console and a mobile app and reporting engine among other enhancements for all-in-one automated customer service. The console can be personalized per agent to optimize productivity while rules, workflows and templates maintain the company’s brand integrity. The new reporting engine includes metrics and insights that allows managers to view comprehensive, real-time reports. Mobile app allows to add notes, update statuses and assign cases. In addition, Desk.com now includes 10 times more APIs to quickly connect data from other apps for a holistic view of the customer and an integration with Salesforce. The next generation Desk.com is generally available today with pricing starting at $30 per month, per agent.
2012. Freshdesk gamifies Customer Service. Gamification has finally reached customer support space. And this is good, because tech support agents often ask themselves "Why am I doing this job?" after talking with some tough customers, and an the extra motivation (via game mechanics) can help them in such moments. One of the pioneers in helpdesk gamification is Freshdesk. They have inbuilt the classical game mechanics into their solution: it awards points based on several factors, including the amount of time it takes to close a ticket, whether an issue is resolved in one call, and customer satisfaction. Points can be tracked through internal leaderboards, and agents will be able to rise through several levels, starting with “Support Newbie” and rising to “Support Guru”. It's interesting that (already super-popular) Freshdesk was founded last year by former Zoho top manager Girish Mathrubootham (who led the development of ManageEngine). He decided to leave his comfortable place at Zoho and create the own startup after reading one brief comment under the news that Zendesk raises prices for its helpdesk-service. Here is this story.
2012. Salesforce launched Helpdesk-app for small business Desk.com. Salesforce keeps us happy with its new habit not to dissolve acquired startups in its core (large and expensive) CRM system but to use them for building simple and useful apps for small business. Last autumn Salesforce for $80 million acquired SaaS-Helpdesk service Assistly, made a face-lift, added mobile HTML5-client (for iPhone, iPad, Android), bought a cool domain - Desk.com and here is the new service! Desk.com allows you to organize client support by email, phone, via the customer portal on your the website, as well as in social networks. Any message in Facebook and Twitter can be converted into a ticket, assigned to support agent, processed in the support workflow and responded directly to the social network. And then you can publish it to the customer portal in order to reduce the number of same questions coming to support.