Herodesk

What do you like most?

What I appreciate most about Herodesk is the combination of ease of use and flexibility. The platform gives us a strong overview of customer dialogue across channels, and the automation options have made it much easier to scale our support without compromising on quality. At the same time, the implementation has been fast and the adoption in the team has been high.

What do you like least?

There are a few advanced features, especially in reporting and workflow setup, that take some getting used to in order to fully utilise. We've also found that some customisations require dialogue with support, but they have been quick to help.

What business-critical problems do you feel Herodesk solves?

In particular, Herodesk has helped us consolidate customer communications from multiple channels into one platform, which has reduced response times and created better internal coordination. In addition, we have more structured processes around prioritisation, SLA management and knowledge sharing, which has improved both the customer experience and the efficiency of our support team.