Un logiciel de service client sur lequel vous pouvez compter.
4.6/5 (30 avis)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.
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.
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.
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.
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.
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.
Voici quelques-unes des questions fréquentes sur Deskpro.
Types de licences disponibles pour Deskpro :
À partir de: 15,00 $US/mois
Type de licence: Abonnement
version d'essai gratuite: Disponible
Nous n'avons pas d'informations sur les fonctionnalités de Deskpro.
Utilisateurs habituels du logiciel Deskpro :
Auto-entrepreneurs, Grandes entreprises, Entreprises de taille moyenne, Non Profit, Administration publique, PME
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
Types de licences disponibles pour Deskpro:
Abonnement
Appareils pris en charge par Deskpro :
Android, iPhone, iPad
Applications s'intégrant à Deskpro :
Google Analytics, Highrise CRM, HipChat, JIRA Software, Nicereply, Okta, OneLogin, Trello, Twilio Communications Cloud, Xero
Ressources d'aide disponibles pour Deskpro :
FAQ, Forum, Base de connaissances, Support en ligne, Support téléphonique
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