Deskpro

Deskpro

Un logiciel de service client sur lequel vous pouvez compter.

4.6/5 (30 avis)

Deskpro - Présentation

Deskpro est un centre d'assistance multilingue et une application de service client pour toutes les tailles d'entreprises et tous les secteurs. L'application offre une variété de fonctionnalités pour la gestion des cas d'assistance, le libre-service client, le chat en direct et les opinions des clients. Il inclut également des fonctionnalités de reporting, de CRM et des capacités de collaboration. Deskpro peut être utilisé pour convertir des e-mails et des formulaires web en cas d'assistance et les organiser à l'aide de champs, macros, étiquettes, groupes et indicateurs personnalisés. L'application peut ensuite être utilisée pour hiérarchiser et gérer ces cas d'assistance via des actions déclenchées, des actions en bloc et des réponses rapides. Un journal de cas d'assistance interrogeable conserve une trace de toutes les activités d'assistance et les agents peuvent laisser des notes et des pièces jointes à ce propos.

Deskpro offre une collaboration d'agent complète via un outil de discussion d'agent et la possibilité d'attribuer et de partager des tâches. Votre support peut être entièrement personnalisé pour correspondre à votre marque en ajoutant vos propres en-têtes, pieds de page, jeu de couleurs et logo. Deskpro agit également comme un CRM avec des pages popup de profil d'utilisateur, un historique d'interaction, des groupes d'utilisateurs et des cartes de visite téléchargeables. L'application est livrée avec des rapports prêts à l'emploi permettant de comprendre les tendances, la satisfaction client et les performances des agents. Vous pouvez également créer vos propres rapports pour correspondre à vos indicateurs de performance.

Prix

À partir de
15,00 $US/mois
Types de licence
version d'essai gratuite
Abonnement
Rapport qualité-prix

Appareils

Type d'entreprise

S
M
L

Disponible dans les pays suivants

Asie, Australie, Brésil, Canada, Chine et 5 autres, Europe, Allemagne, Inde, Japon, Amérique latine

Langues

arabe, chinois (simplifié), chinois (traditionnel), tchèque, danois et 20 autres, néerlandais, anglais, finnois, français, allemand, hébreu, hongrois, indonésien, italien, japonais, coréen, norvégien, polonais, portugais, russe, espagnol, suédois, taïwanais, thaï, turc

Deskpro - Avis

Note globale
4.6/5
97% d'avis positifs
19
Excellent
10
Très bien
1
Moyen
0
Médiocre
0
Horrible
Brian P.
Traduire avec Google Translate

Seriously The Best, and I Evaluated Just About all of Them!

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 16/11/2018
Provenance de l'avis : Capterra

Very Very Very Positive

Avantages

Where to start... The Price is by FAR the best out there, by about half! We looked at all the major players in the industry and none of them could come close to DeskPro in price or in functionality or in customer service. The software itself, is leaps and bounds better from their automation aspects, to the simple to implement customizations (seriously we can now see a per person NPS score every time an agent opens a clients ticket, can you see why that is a bit of a game changer? Knowing overall if the client who submitted a ticket is an overall happy client or a sad client. It's a huge deal). The triggers make even the most complex workflows a breeze. We implemented Single Sign-On for our clients in less than 1 day, it was really so very simple. The system as a whole just offers so much from the Feedback system, which we use as our product Feature Requests Management system. This feature alone is worth it. No more do you have to store all your client feature requests alongside in the same view as your open trouble/bug tickets. Their fully integrated Knowledge Base system with Client Portal, AMAZINGly advanced filters with grouping. For instance from a single button/view you can see all tickets of a certain type (pretty standard stuff) but where DeskPro excels is that you can then further Order and Group that list by not only standard fields, but also all of your custom fields as well!. --> KEEP READING IN THE CONS AREA FOR THE REST OF MY PROs, I'M LIMITED TO 1500 CHARACTERS

Inconvénients

Speaking of custom fields Deskpro Lets you mass update your custom fields. This is also just not available in any of the systems we demo'd. Their customer support is amazing. We are based out of the US and NEVER have any issues getting help from them or their team. The software is simple to setup, easy to manage, powerful and really really flexible! We used Zendesk, LiveHelpNow, TrackIT, FreshDesk, Happy Fox, Boss, Team Support, Desk.com, Cayzu, Jira, Samanage and seriously none of them were even close to what DeskPro has to offer and not to mention they all were just about double the price per agent! If you are even thinking about DeskPro; give it the 30-second trial signup. We have been with them Since December 2013.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10
Kimberly K.
Traduire avec Google Translate

Great Software, Helped to Streamline Our Support

Logiciel utilisé tous les jours pendant 6 à 12 mois
Publié le 20/09/2016
Provenance de l'avis : Capterra

We have been using Deskpro for about 8 months now. We previously had one inbox for all of our support, and one inbox for all of our sales emails. With lots of team members working on it, there was a lot of "treading on toes." We tried a few different helpdesk softwares, but settled on Deskpro because of the sheer number of features (plus their customer service was really friendly and not pushy like the others). Although we don't use all the features the ones that we do use have really helped. The ticketing system has reduced our response time and also allowed each member of the team to know exactly what is going on with a customer rather than having to ask around before doing anything, reduced faff time, which is exactly what we wanted it for. All in all, great piece of software and really happy with the support.

Avantages

The support from the team at Deskpro has been really good. Always kind and patient (unlike some other SaaS support). Nice that they have phone, email and live chat support, nothing beats being able to chat to someone over the phone. Also, good that they have both Android and iOS apps, as our team is on both, so it allows flexibility on the go.

Inconvénients

There are so many features, which is a good thing, but we don't use them all. Feel like we could make more of the product, but happy with what we do use. Took a bit of time to learn the software, but after a few days, was up to speed and now is easy to use.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

9.0/10
Mario Z.
Traduire avec Google Translate

Great CRM, clean support ticket system, knowledge-base and more

Logiciel utilisé tous les jours pendant plus de deux ans
Publié le 15/10/2018
Provenance de l'avis : Capterra

The software is great, we utilize a lot of its features (both basic ones like ticket, knowledgebase, feedback, chat and more advance ones like REST API, app, hook).

Their support is good, they have a nice response time in any technical question or issue that we had.

But I was very disappointed at some parts of their business model (the "hidden" costs). However, I will say that they take their customer complains rather seriously which is why we're with them even today.

Avantages

I've used OnPremis and now Cloud version and both of them were very easy to set up.
The interface-s (both agent's and admin's) are quite intuitive, I didn't even know that there were manuals for them, I just started using them.

Inconvénients

They have some "hidden" costs which were very unpleasant.
For example, the cost of removing their logo from your public support center pages, the cost of transferring from OnPremis to Cloud.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

6.0/10
Anthony E.
Traduire avec Google Translate

Great product, enabling us to create a much more streamlined and efficient Ticket logging system

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 21/01/2019
Provenance de l'avis : Capterra

The software has enabled our Support team to work much more efficiently, and make use of the powerful report builder function. We can spend more time focusing on customer service, with DeskPro taking care of the admin / automated tasks.
We can now monitor customer satisfaction for the first time, using the feedback rating system when we close a Ticket.

Avantages

The software is very intuitive and easy to get to grips with. The automated processes, such as ticket prioritisation and sending out custom email templates, has made us much more efficient on the Support desk.
The reports are extremely useful for collating KPI data and keeping track of the day to day tasks. The reports are configurable using the DPQL, providing a useful and powerful tool.

Inconvénients

A previous update had disabled the ability to export reports, and the new report builder module had rendered some of the old reports un-usable when they were migrated to the new report builder. We had to manually re-create some of the reports.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

10.0/10
Andrew I.
Traduire avec Google Translate

Great software for a great price

Logiciel utilisé tous les jours pendant plus d'un an
Publié le 20/11/2018
Provenance de l'avis : Capterra

We had a need to offer differing helpdesk views for our different customers. DeskPro allowed for that variation and once we established the structure it has been pretty simple to use, from both a day-to-day point of view and an admin point of view. The user interface is simple to use and our agents and users appreciate the levels of uptime offered by DeskPro. The support is fantastic, personalised to us and responsive.

Avantages

We really liked the ability to customise the way our customers interact with us. The tailoring of certain aspects of our DeskPro presense was infinitely more flexible than a lot of ticketing systems on the market that we tested. DeskPro has a real business to business focus.

Inconvénients

The setup took a little longer than expected, however this turned into a pro long term as adding new customers is now straight forward thanks to the efforts in department structure up front.

Note détaillée

Rapport qualité-prix
Simplicité d'utilisation
Support client

Probabilité de recommander le produit

9.0/10

Deskpro - Prix

À partir de
15,00 $US/mois
Types de licence
version d'essai gratuite
Abonnement
Rapport qualité-prix

Deskpro - Fonctionnalités

  • API
  • Base de connaissances
  • Chat
  • Communication multicanal
  • Enquêtes et feedback
  • Gestion des billets
  • Gestion des flux de travail
  • Historique des contacts
  • Hiérarchisation
  • Intégration CRM
  • Intégration de tiers
  • Intégration des e-mails
  • Intégration des médias sociaux
  • Messagerie instantanée
  • Monitoring
  • Notifications automatiques
  • Rapports et statistiques
  • Stratégie de marque personnalisable
  • Tableau de bord d'activités

  • Surveillance en temps réel

Deskpro - FAQ

Voici quelques-unes des questions fréquentes sur Deskpro.

Q. Quels sont les types de licence disponibles pour Deskpro ?

Types de licences disponibles pour Deskpro :

À partir de: 15,00 $US/mois

Type de licence: Abonnement

version d'essai gratuite: Disponible

Q. Quelles sont les principales fonctionnalités du logiciel Deskpro ?

Nous n'avons pas d'informations sur les fonctionnalités de Deskpro.

Q. Qui utilise Deskpro ?

Utilisateurs habituels du logiciel Deskpro :

Auto-entrepreneurs, Grandes entreprises, Entreprises de taille moyenne, Non Profit, Administration publique, PME

Q. Dans quelles langues Deskpro est-il disponible ?

Langues dans lesquelles Deskpro est disponible :

arabe, chinois (simplifié), chinois (traditionnel), tchèque, danois, néerlandais, anglais, finnois, français, allemand, hébreu, hongrois, indonésien, italien, japonais, coréen, norvégien, polonais, portugais, russe, espagnol, suédois, taïwanais, thaï, turc

Q. Quels sont les types de licence disponibles pour Deskpro ?

Types de licences disponibles pour Deskpro:

Abonnement

Q. Deskpro prend-il en charge les appareils mobiles ?

Appareils pris en charge par Deskpro :

Android, iPhone, iPad

Q. Avec quelles applications Deskpro peut-il s'intégrer ?

Applications s'intégrant à Deskpro :

Google Analytics, Highrise CRM, HipChat, JIRA Software, Nicereply, Okta, OneLogin, Trello, Twilio Communications Cloud, Xero

Q. Quelles sont les ressources d'aide disponibles pour Deskpro ?

Ressources d'aide disponibles pour Deskpro :

FAQ, Forum, Base de connaissances, Support en ligne, Support téléphonique