What is Desku?

Desku is an AI-powered customer service software tailored to optimize support and improve customer experiences for ecommerce and SaaS businesses. It provides a comprehensive range of features, including shared team inboxes, omni-channel support, live chat, a knowledge base, automation workflows, and AI assistant bots.

What Makes Desku Unique?

Desku consolidates shared team inboxes, helpdesk functionalities, live chat, a knowledge base, and automation bots into a single, cohesive platform. The shared inbox enables teams to manage support tickets from various channels?such as email, social media, and WhatsApp?efficiently in one location. Its smart automation tools, including canned responses and workflow triggers, empower teams to respond more swiftly. Additionally, advanced AI capabilities facilitate ticket summarization, response suggestions, and automated conversations through chatbots. Customers can also access self-service information via the knowledge base and live chat for immediate assistance.

Key Features

• Shared Team Inbox
  • Centralized inbox for emails, social media, WhatsApp, and live chats.
  • Team collaboration through ticket assignments, notes, and @mentions.
  • Access to customer history and data across multiple channels.
• Helpdesk
  • Multi-channel support ticketing system.
  • SLA policies and reporting features.
  • Macros and canned responses for efficiency.
  • Customizable ticket filters and views.
• Live Chat
  • Real-time chat capabilities on websites and social media platforms.
  • Ability to transfer chats to agents and teams.
  • Customizable chat widgets for branding.
• Knowledge Base
  • Self-service customer support portal.
  • Public and private knowledge bases.
  • SEO-optimized articles for better visibility.
• Automation
  • Workflows with triggers, conditions, and actions.
  • Canned responses for quick replies.
  • Chatbots for automated interactions.
• Reporting
  • Live reports on tickets, agents, and SLAs.
  • In-depth analytics for performance insights.
  • Customizable real-time and scheduled reporting options.
• AI Assistant
  • AI-powered assistant bot, Eva, capable of understanding customer queries and responding automatically without prior training.
  • Suggested responses powered by GPT-3 during ticket creation and live chats.
  • AI-generated ticket summaries for quick context retrieval.

Pros & Cons Table

Who is Using Desku?

Desku is ideal for:

• Ecommerce Businesses: Including clothing, jewelry, electronics, furniture, and grocery sectors.
• SaaS Companies: Such as project management, document collaboration, HR, accounting, and marketing tools.
• Agencies: Covering digital marketing, web design, app development, and creative services.
• Marketplaces: Online B2B and B2C multi-vendor platforms.
• Non-profits: Foundations, charities, NGOs, and social organizations.

Support Options

Desku offers various support channels:

• Email Support
• In-app and Phone Support for paid plans
• Help Center with setup guides, FAQs, and troubleshooting resources
• Active Community Forum

Support Availability:

• 24/7 email support
• 12/5 in-app and phone support

Pricing

Desku provides a 14-day free trial on paid plans with all features unlocked. No credit card is required to start the trial.

Disclaimer: Please note that pricing information may not be up to date. For the most accurate and current pricing details, refer to the official Desku website.

Integrations and API

Desku seamlessly integrates with a variety of applications commonly used by support teams, including:

• Ecommerce: Shopify, WooCommerce, Magento
• Email: Gmail, Outlook, SparkPost
• Live Chat: Olark, Tidio, PureChat
• Social Media: Facebook, Twitter, Instagram
• CRM: HubSpot, Zoho, Freshsales
• Helpdesk: Zendesk, Freshdesk, HappyFox
• Team Chat: Slack, Microsoft Teams
• Marketing: Mailchimp, Constant Contact

Desku also offers webhooks and APIs for custom integrations.

API Capabilities:

Desku provides a robust REST API and webhooks for building custom integrations and automations, allowing you to:

• Create and manage tickets programmatically
• Develop chatbots on the Desku platform
• Sync customer data from other applications
• Automate workflows and tasks

Explore the Desku API documentation for more details.

FAQ

• Does Desku offer a free plan? Yes, Desku has a free plan with basic features to get started. Paid plans unlock additional capabilities.
• What channels does Desku support? Desku supports email, live chat, Facebook, Twitter, WhatsApp, Instagram, SMS, calls, and more communication channels.
• Does Desku integrate with Zendesk, Freshdesk, Intercom? Yes, Desku integrates seamlessly with other popular helpdesk tools via APIs and webhooks.
• Can I use Desku on mobile? Yes, Desku offers native mobile apps on iOS and Android for managing your helpdesk on the go.
• How do I cancel my Desku subscription? You can easily cancel your Desku subscription from within your account settings. There are no cancellation fees or penalties.

Useful Links and Resources

• Desku Website
• All Features
• Knowledge Base