Our team of specialists has reviewed CRMdesk. We actually connected to a demo version of the product, test drove it and wrote down our comments. The review was written objectively and isn't advertising-driven.
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In the increasingly crowded world of CRM products, CRMdesk, a web-based customer support applications, is a breath of fresh air. CRMdesk's system is easy to use, intuitive and sports a clean interface.
CRM, or customer relationship management, is a very popular philosophy in today's corporate world. However, turning this philosophy into a real-world effective system in result-oriented organizations can prove difficult. Fortunately, software and systems are now available to help employees and employers better serve their customers and keep track of how they are doing.
There are two points of entry into CRMdesk's system: Customer desk for clients and Support desk for help desk agents. This permits simplifying the process for clients while providing a seamless interface between the company's website look and the support system. The client would not even notice he or she is on another web site! On the other hand, the Support desk offers all the metrics and customization tools necessary to the help desk agents.
We were very pleased with the clean look of both entry points. The Customer desk is simple and effective. Clients can send unlimited text and attachment files, so screen captures and reports can be inserted in a question, a clever idea which also has the advantage of speeding up the resolution process by cutting back on the number of messages required to obtain all the information necessary to answer the question or solve the issue.
Moreover, a very original feature is available to customers, the email interface. Email interface enables clients to send their questions or requests via ordinary email. CRMdesk automatically saves the question in an existing or new message thread. If the client is not a registered user of the system, CRMdesk will create a new account. This practical feature is a great example of truly making the most of technology while remaining user-friendly.
The Support desk's interface is similar to the client interface, but offers more options. We very much liked the simple way in which a help desk technician could send an email to all clients in his or her list. This is very useful for promotional messages or to inform registered clients of an available patch or update. There are 6 standard reports available to help organizations assess the effectiveness of help desk agents, individually and as a group. Moreover, additional reports can be created in the Setup section.
Customizable parameters are numerous without being confusing. We appreciated the fact that organizations make changes to the client-access page's appearance themselves, instead of depending on CRMdesk's programmers to do it for them. Question forms, reports, assignation rules and resolution statuses are all customizable. This makes CRMdesk a truly flexible system. Furthermore, since changes are implemented internally, without requiring additional charges to update the system, CRMdesk is an affordable web-based tool where implementation costs can be controlled.
In conclusion, CRMdesk is a clever, effective customer relationship management tool that will truly improve your help desk's effectiveness and productivity, without creating a bottomless pit of customization fees.