ClickDesk Reviews and Ratings

Rating: 8.8 out of 10

Score

8.8 out of 10

Community insights

TrustRadius Insights for ClickDesk are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Amazing Features: Many users have expressed their satisfaction with ClickDesk's wide range of features for live calls, online engagement, communication, and interaction with users or clients on a professional level. These features have been highly praised by multiple reviewers.

Easy Contact with Customers/Clients: Numerous reviewers have appreciated the seamless ability to contact customers or clients through the platform, which automatically connects them to the relevant representative. This functionality has been highlighted as a major benefit by many users.

Simple Agent Panel: Users find ClickDesk's agent panel to be straightforward and easy to manage, even for those who are not tech-savvy. This user-friendly interface has received positive feedback from several reviewers.

Reviews

6 Reviews

[In my opinion,] beware of ClickDesk charging for services you do not want... and refuse to issue a refund :(

Rating: 1 out of 10

Incentivized

November 11, 2021

Use Cases and Deployment Scope

We used the ClickDesk app for live chat with our customers. The app was used for sales support, such as questions about products. We have used it for customer support to answer our customer's questions. We have used it when we were not online. We used ClickDesk for a number of years.

Pros

fairly simple to use
set up not too difficult
usually worked OK

Cons

We believe ClickDesk has questionable business practices... be careful
ClickDesk charged us for services we did not use
It was our experience that ClickDesk will not issue a refund after they have charged us for services we did not want.

Likelihood to Recommend

After using ClickDesk for a number of years we stopped using

it to try a different app. To our surprise, ClickDesk charged us for a year’s

worth of service we did not want. When we saw the charge, we contacted ClickDesk. In our case, we explained we were no longer using ClickDesk and asked for a refund. [In our opinion,] we were astonished

when ClickDesk told us that since they already charged us they would not give

us a refund. Really??? In our opinion, this may illegal, and we certainly believe it is not ethical… Why

would anyone want to do business with a company like this? In our case, we contacted the

Better Business Bureau (BBB) to help us get our refund. Of course, because of our experience, we no longer

use ClickDesk… We believe this should be a warning to others about our costly mistake for using

ClickDesk… you have been warned!

Verified User

General Manager in Customer Service (11-50 employees)

Vetted Review

3 years of experience

Best solution available to have better communication with clients

Rating: 9 out of 10

Incentivized

July 4, 2021

Use Cases and Deployment Scope

ClickDesk is managing to be the best in providing the real-time facility of communicating or interacting with customers very effectively. It reduces my work a lot and [is] helping me to have a better communication experience with the clients. Complete robust platform with fully functional tools to have the best experience on the platform.

Pros

ClickDesk allows account managers to interact with leads and customers, as they are searching and researching on our website and in our e-commerce store.
It is compiled of amazing features of the live call, online engagement, communication, and interaction with users or clients on a very professional level.
I can easily contact any customer or client easily by just contacting them on the platform which automatically connects to the representative of the relevant area.

Cons

Support team of ClickDesk is worst in operation. [In my experience they have been] totally unprofessional and unresponsive to messages.
I recently had some issues while using the platform, their representative responded after an hour and left the conversation without listening to the actual problem.

Likelihood to Recommend

ClickDesk has served the organization for many years in terms of connecting us to our clients and customers easily directly on webchat. I can use ClickDesk easily, anywhere, any time, by just connecting to the internet. [It] has the mobile application which is a great invention to communicate with clients or customers and close more deals to help the organization.

Paul Christophle

SQL Developer/Data Analyst at Coop (10,001+ employees)

Vetted Review

2 years of experience

View profile

Great at what it does, but is a one trick pony

Rating: 8 out of 10

Incentivized

April 24, 2021

Use Cases and Deployment Scope

ClickDesk allowed [us to] communicate [with] the others across our organization as well as with customers. It also allowed us to make video calls with team members. It was simple and easy to use with a great interface. It allowed us to respond promptly to customer questions and issues. It also allowed us to receive phone calls through the application when discussing content that was too complex to communicate through chat.

Pros

You can speak to someone on demand.
Has the option of chat or phone call.
User friendly with little learning curve.

Cons

When I used it, it didn't have a mobile app.
Support for the product was slow at times.
Occasional lag in conversations.

Likelihood to Recommend

It was well suited for quick chats. Sometimes a topic over chat can be too complicated and requires a phone call which ClickDesk gives an option for a phone call. It is too specific and limited to conversations. The reason we moved away from this to Microsoft Teams is because Teams is a more all in one solution. It can do chat, phone calls as well as webinars and screen sharing.

Verified User

Engineer in Engineering (1001-5000 employees)

Vetted Review

3 years of experience

Easy peasy lemon squeezy, simple and powerful live chat.

Rating: 9 out of 10

Incentivized

September 1, 2017

Use Cases and Deployment Scope

Simplicity is the first option to choose ClickDesk. Before moving to ClickDesk we had 4-5 trials of other top competitors. Those had too many complex terms and were hard to maintain. We were searching for a chat system that we could completely customize and easily install with our website. Our website provides live support to non-users and registered customers. We had been looking for a chat system that allows us to use information from our database when any user is chatting with live support. Using our own theme was another priority as well. They met our needs so perfectly, it was easy to set up and bring live support online. It includes features to add departments, agents, segments, macros, and much more. They have a very open customization facility; we loved it. On the other hand reports and configuration with CMS and major CRM was pretty easy. They also have a cell phone app, Facebook page chat and Google Chrome plugin for live support. Offline ticketing system is useful too. Voice call, file sharing, user desktop screenshot and a lot of other services can be listed.

Pros

They have a simple agent panel, your agents don't have to be a pro tech to manage their agent panel.
They also have a simple ticking system along with live chat, it's not huge but it does work.
Easy to implement with well known knowledgeable and CMS.

Cons

They don't have a cell phone app for iOS yet.
They could make it work with Slack.

Likelihood to Recommend

This thing is good for a small business and people who don't know a lot about tech. Not sure if ClickDesk will work for businesses like FedEx or others.

Akram Hasan Sharkar

CEO / Volunteer in Information Technology at Akhaura Info Foundation (11-50 employees)

Vetted Review

3 years of experience

View profile

Review from aiflab COO about ClickDesk

Rating: 10 out of 10

Incentivized

September 1, 2017

Use Cases and Deployment Scope

We are primarily using ClickDesk for our organization's technical department. Most of our technical discussions or product/services were available in our portal, but people have questions to ask about in detail so that they better understand our services more clearly. We are using the application to solve customer queries and for receiving feedback on how they feel about us.

Most of our provided services are web based, so we needed real time interaction with customers and the ability to solve their issues soon as possible.

Pros

Location with IP address information.
Live voice call and video call facility including adding agent to conference or transfer the chat.
Integrated help desk that receives offline messages from customers and can collect logs for future reports.
Easy to collect the screenshot from customer's end.

Cons

Windows native application that has all the services we can use from browsers. The application should be boot with PC starts and notifies real time actions.
More information about users. Real time page visiting histories (more advanced way).
Customers can review the agent's profile information (public profile).

Likelihood to Recommend

<ul><li>Audio and Video call facility.</li><li>Adding agents to conference or transfer the chat to another one.</li><li>One click file upload service or getting a screenshot from customers' end easily.</li><li>Built in customer help desk for support ticketing system etc.</li><li>Browser based application that can be easily maintainable.</li><li>Also has a mobile application.</li></ul>

ClickDesk is ideal for a business that is serving support remotely, and agents can easily interact with customers easily from anywhere and do not have location specific problems.

Sazzad Hossain Sharkar

Chief Operating Officer (C.O.O.) in Information Technology at Akhaura Info Foundation (11-50 employees)

Vetted Review

1 year of experience

My experience with ClickDesk

Rating: 9 out of 10

Incentivized

August 1, 2017

Use Cases and Deployment Scope

We have used ClickDesk since 2014 as the main communication tool to support visitors to our website. It has been used by our sales team to provide faster and more objective support to our customers and leads, including information about our products and services.

Pros

Very easy to deploy and use (cloud). No need of training (just a quick explanation) for the users. The product may be used by anyone. It does not demand any kind of technical knowledge by the agents. A simple orientation is enough and the person can start using it very quickly.
It has an interesting log engine that sends all the conversations that happened via email for a manager.
It offers interesting option to customize colours and images of the agent, even in the free version.

Cons

I think the product should be available in other languages (for admin users).
The free version should offer more options of reporting (they are available only for paid versions).
In my opinion pricing per user is high, when compared to other types of systems that are offered in the same model.

Likelihood to Recommend

It suits well any kind of website where it is interesting to provide instantaneous support for visitors / leads. It is important to evaluate how the product works when the scenario includes many visitors at the same time (simultaneous) - it will demand several agents and may increase licensing costs. We also see the product as a good option for portals or systems that may demand this kind of communication channel and simply do not have this mechanism natively.

Verified User

Director in Sales (11-50 employees)

Vetted Review

4 years of experience

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Reviews and Ratings

[In my opinion,] beware of ClickDesk charging for services you do not want... and refuse to issue a refund :(

Rating: 1 out of 10

Incentivized

November 11, 2021

Use Cases and Deployment Scope

Pros

fairly simple to use
set up not too difficult
usually worked OK

Cons

We believe ClickDesk has questionable business practices... be careful
ClickDesk charged us for services we did not use
It was our experience that ClickDesk will not issue a refund after they have charged us for services we did not want.

Likelihood to Recommend

After using ClickDesk for a number of years we stopped using

it to try a different app. To our surprise, ClickDesk charged us for a year’s

when ClickDesk told us that since they already charged us they would not give

us a refund. Really??? In our opinion, this may illegal, and we certainly believe it is not ethical… Why

would anyone want to do business with a company like this? In our case, we contacted the

Better Business Bureau (BBB) to help us get our refund. Of course, because of our experience, we no longer

use ClickDesk… We believe this should be a warning to others about our costly mistake for using

ClickDesk… you have been warned!

Verified User

General Manager in Customer Service (11-50 employees)

Vetted Review

3 years of experience