Description de DeskPRO
Deskpro est la plateforme d'assistance pour les organisations du 21e siècle, offrant une interface web moderne et en temps réel, une configuration flexible et une automatisation facile, mais puissante. Comprend : un portail utilisateur avec base de connaissances, la publication des actualités, l'hébergement de fichiers et les commentaires des clients ; la conversation en direct peut être ajoutée à un site web ; intégration avec les services que vous utilisez déjà : Salesforce, Highrise, JIRA, Active Directory, LDAP, OneLogin, Okta et bien d'autres. API REST complète et cadre de développement d'applications.
Qui utilise DeskPRO ?
Toute organisation qui doit fournir un excellent service, de la PME à la grande entreprise. Idéal pour le service client/support produit/centre de service d'assistance informatique.
Où peut-on déployer DeskPRO ?
Cloud, SaaS, web, Mac (ordinateur), Windows (ordinateur), Linux (ordinateur), Windows (sur site), Linux (sur site), Chromebook (ordinateur), Android (mobile), iPhone (mobile), iPad (mobile)
DeskPRO en vidéos et en images
Comparez le prix du logiciel DeskPRO avec ses alternatives
Fonctionnalités - DeskPRO
- Accès mobile
- Alertes et remontée des problèmes
- Base de données de clients
- Base de données de contacts
- Bibliothèque de contenu
- Chat proactif
- Communication multicanal
- Configuration des workflows
- Contrôles/Permissions d'accès
- Discussions et forums
- Définition des priorités
- Formulaire hors ligne
- Gestion de contenu
- Gestion de la base de connaissances
- Gestion des accords de service
- Gestion des billets
- Gestion des centres d'appel
- Gestion des changements
- Gestion des commentaires
- Gestion des connaissances
- Gestion des contacts
- Gestion des e-mails
- Gestion des fichiers
- Gestion des flux de travail
- Gestion des incidents
- Gestion des listes d'attente
- Gestion des problèmes
- Gestion des rendez-vous
- Gestion des tickets de support
- Gestion des utilisateurs
- Intégrations de tiers
- Macros et réponses types
- Messagerie client en temps réel
- Messagerie instantanée
- Mesure des performances
- Mise en forme de texte
- Modèles personnalisables
- Notes et commentaires
- Outils de collaboration
- Portail libre-service
- Prise en charge de plusieurs langues
- Rapports et analyses
- Recherche en texte intégral
- Relevé et historique des chats
- Routage automatisé
- Répondeurs automatiques
- Stratégie de marque personnalisable
- Suivi des interactions
- Suivi des visiteurs de sites web
- Tableau de bord
- Tableau de bord d'activités
- Éditeur de texte enrichi
Alternatives à DeskPRO
Avis sur DeskPRO
clear interface immediatly made our helpdesk more efficient
Commentaires : more fun & more efficiency
deskpro can handle multibrand & multi-language, easy to add dynamic views with filters, overal very nice interface is fun to work with, support from the team at Deskpro is really good.
crm module is limited (it allows duplicate records and no triggers avail to keep more control), merging companies can be dangerous because time logs are not merged
Alternatives envisagées :
Flexible Autos review of Deskpro
Commentaires : It's a great tool with many resources. We are a multibrand company, we provide services for different countries, in different languages, so the tool provides Good solutions for admin the contacts with customers and providers, we can configure different rules, templates depending the needs. We save time, we have improved Customer satisfaction, the company image, and the reporting tool is very Good. It's a tool friendly for end users / agents, I hope to implement son the Customer Service page and the chat.
It's a friendly tool for new users /agents with a Good interface. It's a very stable tool The sales and Support team is incredible, we really appreciate it. Good guides and manuals in your site. Offers different solutions and apps
Forwarding emails / tickets: The email forward is not visible, you have to know this has been forwarded or Reading the full log. At same time if you want to read the forwarded email the text appears in HTML format which is difficult to read in an easy fast way New tickets: if you are writing a ticket and you open a new window automatically the new ticket copy the data of the previous one Multi Brand agents signtarure and reporting, it's not very friendly for end users to configure both, with exception of HTML or SQL knowledge.
Powerful admin interface, the user interface leaves a lot to be desired
The admin interface was easy to set up and had all the right things in the right places.
The user interface was slow and don't even think about opening the tool in multiple tabs. The overall UI was cramped and not clean so it is hard to notice things.
Seriously The Best, and I Evaluated Just About all of Them!
Commentaires : Very Very Very Positive
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
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.
Great Software, Helped to Streamline Our Support
Commentaires : 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.
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.
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.