Qui utilise Deskero ?

Deskero cible toutes les entreprises qui souhaitent s'engager avec les clients de manière plus personnelle et significative, tout en comptant sur un système solide de gestion des cas d'assistance.

Description de Deskero

Deskero est un logiciel d'assistance technique robuste, doté de fonctionnalités telles que l'assistance multicanal, une base de connaissances, l'intégration de réseaux sociaux, le chat en direct intégré, des réponses prédéfinies et la gestion des clients préférés. Le logiciel vise à intégrer l'engagement social dans le service client, avec une surveillance innovante des réseaux sociaux qui permet aux entreprises de surveiller toutes les conversations significatives sur les réseaux sociaux pouvant concerner leurs marques.

Informations sur Deskero

Deskero

http://www.deskero.com/

Fondé en 2012

Prix de Deskero

Deskero n'est pas disponible en version gratuite mais propose un essai gratuit. La version payante de Deskero est disponible à partir de 9,00 $US/mois.

À partir de

9,00 $US/mois

Version gratuite

Non

Essai gratuit

Oui

Déploiement

Cloud, SaaS, web

Formation

Formation présentielle

Formation en ligne en direct

Documentation

Ressources d'aide

Service de support permanent (réponse directe)

Support en horaire de bureau

En ligne

Deskero - Fonctionnalités

Logiciels helpdesk
Alertes et remontée des problèmes
Chat en temps réel
Communication multicanal
Gestion de la base de connaissances
Gestion des accords de service
Gestion des billets
Gestion des ressources informatiques
Intégration des e-mails
Monitoring réseau
Portail libre-service
Routage automatisé
Stockage de documents
Stratégie de marque personnalisable
Suivi des interactions

Avis sur Deskero

Afficher 5 avis sur 100

Note globale
4,7/5
Facilité d'utilisation
4,8/5
Service client
4,7/5
Fonctionnalités
4,5/5
Rapport qualité-prix
4,6/5
Marc C.
President
Logiciels, 2-10 employés
Temps d'utilisation du produit: 1 à 5 mois
  • Note globale
    5/5
  • Facilité d'utilisation
    5/5
  • Fonctionnalités
    5/5
  • Support client
    5/5
  • Rapport qualité-prix
    5/5
  • Probabilité de recommander le produit
    9/10
  • Provenance de l'utilisateur 
  • Source : GetApp
  • Publié le 05/02/2020

"Easy process to onboard ticketing system for our clients"

Commentaires: We had a lot of request for website maintenance by email and managing these request manually lead to errors and not so happy clients. By implementing Deskero, our clients are well organized, requests and time are also documented and the followup is easy for both project manager (on our end), developer (on our end) and our client team.

Avantages: Clean and easy to understand / use interface. Support and implementation went smooth and well documented.

Inconvénients: We are french based company (Quebec) and the french language pack needs a bit of update.

  • Provenance de l'utilisateur 
  • Source : GetApp
  • Publié le 05/02/2020
Mark K.
Head of Products
Comptabilité, 13-50 employés
Temps d'utilisation du produit: 6 à 12 mois
  • Note globale
    4/5
  • Facilité d'utilisation
    5/5
  • Fonctionnalités
    4/5
  • Support client
    5/5
  • Rapport qualité-prix
    5/5
  • Probabilité de recommander le produit
    9/10
  • Provenance de l'utilisateur 
  • Source : GetApp
  • Publié le 12/09/2016

"Used for client support email ticketing help desk"

Commentaires: We use Deskero daily for incoming emails to our support address which in turn is auto handed out to 3 support desk staff. The system is quick and efficient.
We do not make use of the more advanced features as the functionality in the entry offer was pretty much what we were after.
We used to use our own OTRS system which was not bad but no where near as easy to use and did not look as good as Deskero does.
If you have a support desk and need the auto ticketing options on client queries then Deskero handles this perfectly well without any hassles.
Tracking a users ticket from beginning to end is easy and shows all responses and is very easy when it comes to allocating certain tickets to specific agents.

Avantages: Very easy to use
Easy to setup, adding external mail account for incoming mails.
Simple efficient layout. This is important when your agents are staring at it all day.
Auto allocation of incoming queries is very good.
Pricing is great

Inconvénients: None really, we are on the entry package with a few agents and it has been working well for the last few months.

  • Provenance de l'utilisateur 
  • Source : GetApp
  • Publié le 12/09/2016
Utilisateur vérifié
Temps d'utilisation du produit: Essai gratuit
  • Note globale
    3/5
  • Facilité d'utilisation
    4/5
  • Fonctionnalités
    3/5
  • Support client
    3/5
  • Rapport qualité-prix
    2/5
  • Probabilité de recommander le produit
    4/10
  • Provenance de l'utilisateur 
  • Source : GetApp
  • Publié le 05/02/2018

"Good but not cheap"

Avantages: Easy to use and web based. Trial easy to activate. you can use it with PC, tablet smartphone without problems

Inconvénients: The application is'nt cheap if you need more then 1 agent... if you need multilanguage you have to buy the intermediate versione...

Réponse de l'éditeur

envoyé par Deskero (Nabra Ltd) le 08/03/2018

Hello! Thanks for your review. You can have full multilanguage support on Grow plan which is only 9 USD/month, so it's actually pretty cheap :) Kind regards

  • Provenance de l'utilisateur 
  • Source : GetApp
  • Publié le 05/02/2018
Leah T.
Customer Service Manager
Matériaux de construction, 13-50 employés
Temps d'utilisation du produit: 1 à 5 mois
  • Note globale
    5/5
  • Facilité d'utilisation
    5/5
  • Fonctionnalités
    4/5
  • Support client
    5/5
  • Rapport qualité-prix
    5/5
  • Probabilité de recommander le produit
    10/10
  • Provenance de l'utilisateur 
  • Source : GetApp
  • Publié le 27/03/2020

"Great product for the money"

Commentaires: So far, it works well for the cost. I'm certain with more time, we'll be used to working in this environment and be more comfortable with its features.

Avantages: It is very easy to use. Pretty straightforward on all fronts. Customer service is excellent for the things that seem to be a little hidden - usually right in front of my face.

Inconvénients: Since purchasing, the customer service is a little slower than when I was in evaluation mode. It is a bit more cumbersome to use if you aren't using it as an emailing platform like it is built for. We are wanting to get more familiar with it before rolling out the emailing piece simply to lessen the confusion among recipients and it works, but definitely is intended to be used as an emailing platform. I wish there was a better way to highlight need for followup besides the "notes." But we are getting used to that. The notes get lost in the notifications instead of standing out as a "Need to do" type issue.

  • Provenance de l'utilisateur 
  • Source : GetApp
  • Publié le 27/03/2020
Stephenie S.
Head of Marketing & Data
Recrutement, 13-50 employés
Temps d'utilisation du produit: Essai gratuit
  • Note globale
    5/5
  • Facilité d'utilisation
    5/5
  • Fonctionnalités
    5/5
  • Support client
    5/5
  • Rapport qualité-prix
    5/5
  • Probabilité de recommander le produit
    7/10
  • Provenance de l'utilisateur 
  • Source : GetApp
  • Publié le 18/07/2019

"Great App for the Price"

Commentaires: We are still in the process of rolling this out company-wide, but the best thing about implementing a tracking system like this is having the ability to streamline, track, respond and organize all of the inbound requests from our employees. It also forces them to use the forms and provide the required information before sending a request and eliminates the back and forth that often occurs in trying to get everything we need to begin providing them with the support/requests they have.

Avantages: I like a lot about this program, the ability to track tickets and respond from them as well as the ability to customize the portal. I've worked with several ticketing systems in the past and this app offers the same support to the people handling the tickets (agents) as any other ticketing system out there but for a fraction of the price (and far less backend coding!)

Inconvénients: The software itself is very easy to use. The one challenge I have is not having a quick reference for FAQ or 1st line troubleshooting during installation. With that being said, I never had to wait more than an hour for someone to email me back. I know there is a lot more there that can make it more powerful but it's difficult to figure out what everything does without toggling between their webpage and your portal (vs. having the ability to hover over and see information or having a support portal embedded in the company portal for agents to use.

  • Provenance de l'utilisateur 
  • Source : GetApp
  • Publié le 18/07/2019