Product Overview of Desku
Desku is an AI-powered customer support software designed to enhance and automate customer service tasks for businesses, particularly those in the eCommerce sector. Here’s a detailed look at what Desku does and its key features:
Core Functionality
Desku serves as a comprehensive help desk software that centralizes all customer communications into one unified platform. It integrates various channels such as email, live chat, WhatsApp, Facebook, and more, allowing businesses to manage customer queries and concerns efficiently from a single inbox.
Key Features
Ticket Management
Desku includes a robust ticketing system that enables businesses to manage customer queries from receipt to resolution. Features like bulk ticket operations, custom sidebar options, and auto-reply variables streamline the ticket management process.
Live Chat and Chatbots
The platform offers live chat capabilities and AI-powered chatbots (Deskubots) that automate responses to common customer inquiries, improving response times and customer satisfaction.
Knowledge Base
Desku allows businesses to create a detailed and customizable knowledge base with articles, visuals, and formatted text. This helps customers find information without needing to contact the support team, reducing the workload on support agents.
eCommerce Integrations
Desku integrates seamlessly with eCommerce platforms like Shopify, Ecwid, and WooCommerce. This integration enables support agents to manage orders, process refunds, and edit orders directly from the Desku interface, enhancing customer support efficiency.
Social Media Integration
The platform supports integration with social media channels such as Facebook and WhatsApp, allowing businesses to manage customer interactions from these platforms within the Desku help desk. This eliminates the need to toggle between multiple tabs and platforms.
Automation and AI
Desku leverages AI to automate various customer service tasks, including intent and sentiment detection, automated responses, and personalized customer interactions. The AI CoPilot feature provides support teams with all the necessary customer details at their fingertips.
Reporting and Analytics
The software offers simplified metrics and analytics that connect ticket volume with channels, agent activity, and other key performance indicators. This helps businesses measure their efficiency and plan for improvements.
Customization and Integration
Desku allows for extensive customization, including custom domains for the knowledge base and the ability to integrate with various apps and tools. The integration with Aircall, for example, enables direct calling, incoming call management, and real-time call notes, further enhancing customer support capabilities.
Self-Service and Multi-Language Support
The platform provides sustainable self-service options for customers, even when support agents are offline. Additionally, Desku supports multiple languages, making it suitable for global customer bases.
Benefits
- Unified Communication: Centralizes all customer communications into one platform.
- Efficiency: Automates routine tasks, reducing response times and improving customer satisfaction.
- Customization: Offers extensive customization options to fit the specific needs of businesses.
- Integration: Seamlessly integrates with various eCommerce platforms and communication channels.
- Analytics: Provides accurate and easy-to-interpret data for better performance analysis.
Overall, Desku is designed to simplify customer support processes, enhance customer satisfaction, and improve the overall efficiency of support teams.