Desku.io Features
What are the features of Desku.io?
Platform
- Mobile User Support
- User, Role, and Access Management
- Integration
- Reporting
- Dashboards
Ticket and Case Management
- Ticket Creation User Experience
- Ticket Response User Experience
- Workflow
- Automated Response
- SLA Management
- Customer/Contact Database
Communication Channels
- Customer Portal
- Email to Case
- Live Chat Support
- Social Media Integration
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Desku.io Categories on G2
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Platform
Mobile User Support | Allows software to be easily used on multiple mobile devices include phone and tablet devices. This feature was mentioned in 13 Desku.io reviews. | 87% (Based on 13 reviews) | |
Customization | Allows users to customize chat colors, text, logos, and branding. | Not enough data | |
User, Role, and Access Management | Based on 13 Desku.io reviews. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. | 96% (Based on 13 reviews) | |
Integration | Integrates with other customer service software to improve support and enhance functionality This feature was mentioned in 13 Desku.io reviews. | 95% (Based on 13 reviews) | |
Reporting | Provides analytics tools that reveal important business metrics and track progress 13 reviewers of Desku.io have provided feedback on this feature. | 96% (Based on 13 reviews) | |
Dashboards | As reported in 13 Desku.io reviews. Displays important metrics relating to performance | 100% (Based on 13 reviews) | |
Live chat | Provide tools for live chat on one's website. | Not enough data | |
Integrations | Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools. | Not enough data | |
Branding | Has the ability to customize look and feel of chatbot to match` company branding. | Not enough data | |
Analytics | Gives user the ability to analyze conversations with the chatbot and see its performance. | Not enough data | |
A/B testing | Allows users to test the efficacy of various responses through A/B testing. | Not enough data | |
Role-based access | Allows for varying access to chatbot and admin settings, depending on user, their role, etc. | Not enough data | |
Collection of information | Can collect and store information from interlocators, such as email, phone number, etc. | Not enough data |
Ticket and Case Management
Ticket Creation User Experience | As reported in 13 Desku.io reviews. User Experience of creating and submitting a ticket | 99% (Based on 13 reviews) | |
Ticket Response User Experience | User Experience of responding and receiving a response This feature was mentioned in 12 Desku.io reviews. | 100% (Based on 12 reviews) | |
Workflow | Route tickets based on values of fields, changes to ticket status and time based conditions This feature was mentioned in 13 Desku.io reviews. | 99% (Based on 13 reviews) | |
Automated Response | As reported in 13 Desku.io reviews. Respond to common requests with standard reply | 99% (Based on 13 reviews) | |
SLA Management | See feature definition | Based on 12 Desku.io reviews. Offers tools for managing and tracking service-level agreements (SLAs) | 85% (Based on 12 reviews) |
Attachments/Screencasts | Based on 11 Desku.io reviews. Documents and files can be attached to the ticket to communicate with customer issues/resolutions | 88% (Based on 11 reviews) | |
Ticket Collaboration | Share and collaborate on tickets with multiple customer service representatives This feature was mentioned in 11 Desku.io reviews. | 94% (Based on 11 reviews) | |
Customer/Contact Database | As reported in 11 Desku.io reviews. Central repository for account and contact information | 94% (Based on 11 reviews) |
Communication Channels
Customer Portal | As reported in 14 Desku.io reviews. Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents | 96% (Based on 14 reviews) | |
Email to Case | Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket 13 reviewers of Desku.io have provided feedback on this feature. | 94% (Based on 13 reviews) | |
Live Chat Support | Ability for customer service agents to communicate with customers via live chat to solve problems live 14 reviewers of Desku.io have provided feedback on this feature. | 98% (Based on 14 reviews) | |
Social Media Integration | Based on 13 Desku.io reviews. Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks | 88% (Based on 13 reviews) |
Self-Service Experience
Knowledge Base | Provides a repository of information that can be used by those seeking support. | Not enough data | |
Searchable Articles | Makes articles in the knowledge base searchable on the web. | Not enough data | |
Mobile Optimization | Optimizes the customer self-service experience on mobile devices | Not enough data | |
Personalization | Gives the user targeted, personalized results based on their activity or preferences | Not enough data |
Self-Service Platform
Branding | Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. | Not enough data | |
Automation | Automates some or all operation related tasks | Not enough data | |
Artificial Intelligence | Utilizes artificial intelligence to improve workflows or customer experiences | Not enough data | |
Integrations | Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools | Not enough data |
Communication
Pop-up Chat | Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives. | Not enough data | |
Notifications | Delivers notifications to both sides of the conversation. | Not enough data | |
In-App Messaging | Allows for live chat to be enabled within the app for customer help. | Not enough data |
Internal Use
Customization | Allows users to customize chat colors, text, logos, and branding. | Not enough data | |
Conversation Archiving | Archives conversations in a separate location for later reference. | Not enough data | |
Lead Development | Enables employees to denote potential customers. | Not enough data | |
Knowledge Base | Establishes a knowledge base for employee reference during conversations. | Not enough data | |
Team Inbox | Provides a central location for help requests, helping employees respond sooner. | Not enough data | |
Customer Profiles | Allows for the creation of profiles for contacts and customers. | Not enough data |
Messenger
Sequencing | Mapped-out responses for conversations. | Not enough data | |
AI | Artificial intelligence (AI) and chatbot involvement. | Not enough data | |
Live Chat | Live human component of conversations. | Not enough data | |
Customization Interface | Quality of interface for designing and customizing conversation maps. | Not enough data |
Channels
Social Media | Conversations enacted over social media. | Not enough data | |
Website | Conversations enacted through embedding or pop-ups on websites. | Not enough data | |
Other | Conversations enacted through other channels. | Not enough data | |
Multi-Channel Coverage | Software incorporates multiple digital communications channels. | Not enough data | |
Open Listening | Allows incorporation of inbound contacts from non-marketing channels. | Not enough data |
Customers
Targeting | Overall quality of customer targeting based on needs or situations. | Not enough data | |
Profiles | Creation and modification of customer profiles based on conversations. | Not enough data | |
Analytics | Reporting based around specific and overall conversation results. | Not enough data | |
Lead Gathering | Capture and organization of leads from conversations. | Not enough data | |
Sales Conversion | Success rate of conversations leading to customer purchases. | Not enough data |
Design
Communications Strategy Development | Allows planning and deployment of an overall communications strategy. | Not enough data | |
Create Content | Includes or integrates with content creation apps. | Not enough data | |
Personalization | Outbound communications are segmented and personalized. | Not enough data | |
Inbound Identification | Inbound contacts are identified and handled based on history. | Not enough data | |
Regulatory Compliance | Software verifies compliance with GDPR, CAN-SPAM, and other legal requirements. | Not enough data |
Productivity Tools
Notes | Allows users to leave notes or comments on emails or relevant cases. | Not enough data | |
Workflows | Allows users to create and follow predetermined workflows attached to actions. | Not enough data | |
Templates | Allows users to create canned answers or templates for email responses. | Not enough data | |
Integrations | Integrates without outside software to provide additional functionality or pull information. | Not enough data | |
Tagging System | Provides a tagging system to allow users to sort emails by relevant subject. | Not enough data |
Analytics
Performance Tracking | Tracks performance and productivity of users inside the application. | Not enough data | |
Email Tracking | Tracks email analytics like emails opened, how long the email was opened for, etc. | Not enough data |
Responses
Customization | Customize your chat workflows with rules and automations. | Not enough data | |
Control | Control who the chatbot converses with (and when). | Not enough data | |
Route To Human | Has the ability to connect interlocator with a human agent when the need arises. | Not enough data | |
Menu bars | Can provide interlocators with menus, through which they can choose a relevant response. | Not enough data | |
Drip sequences | Can send triggered sequence of automated messages sent on a predefined schedule in a targeted fashion. | Not enough data |
Conversational Platform
Personalization | Identifies the customer and personalizes interaction at every touchpoint. | Not enough data | |
Omnichannel | Allows multiple related channels to interact at once to reduce transfers. | Not enough data | |
Contextual Engagement | Prompts agents to engage customers based on contextual data, such as product usage or conversation history. | Not enough data | |
Proactive Engagement | Provides features for sending outbound messages to engage customers through proactive support. | Not enough data |
Support Automation
Intelligent Routing | Can route contacts to agents the customer has worked with before. | Not enough data | |
Seamless Escalation | Provides features for escalating conversations to the appropriate agent. | Not enough data | |
Self-Serve Support | Enables customers to resolve queries or issues without the assistance of an agent. | Not enough data |
Generative AI
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data |
