Desku

Desku is a comprehensive, AI-first customer service and helpdesk software built to empower small and medium-sized businesses. It streamlines customer support by consolidating all communication channels—including email, live chat, Facebook, Instagram, and WhatsApp—into one unified inbox. This allows support teams to manage conversations efficiently without switching between multiple platforms. At its core, Desku leverages powerful AI to automate repetitive tasks, provide instant answers to common questions, and assist human agents in delivering faster, more personalized support.

The platform is designed for ease of use, featuring a no-code, drag-and-drop AI chatbot builder named 'EVA'. This enables businesses to deploy a 24/7 virtual assistant that can handle pre-sales inquiries, answer FAQs, and resolve order-related issues autonomously. For support teams, the AI Co-Pilot acts as a smart assistant, helping to compose responses, summarize complex tickets, analyze customer sentiment, and ensure all communication aligns with the brand's tone of voice. This combination of automation and AI assistance can autonomously handle 50-70% of incoming tickets, freeing up agents to focus on more complex customer issues.

How to use Desku

Getting started with Desku is a straightforward process designed to get your team up and running quickly:

1. Sign Up and Onboard: Start with a free trial. The onboarding process is designed to be completed in under an hour with the help of video tutorials and guides.
2. Connect Your Channels: Integrate all your customer communication channels, such as support emails, social media pages (Facebook, Instagram), and WhatsApp, into the unified inbox.
3. Build Your AI Chatbot (EVA): Use the no-code, drag-and-drop builder to create your AI chatbot. Train it using your existing knowledge base, help documents, and even website pages to ensure it provides accurate answers.
4. Set Up the Shared Inbox: Configure your shared inbox for team collaboration. Set up rules for ticket assignment, such as round-robin, to ensure a balanced workload.
5. Create a Knowledge Base: Build a comprehensive, self-service knowledge base with unlimited articles to empower customers to find answers on their own, reducing ticket volume.
6. Implement Automations: Use workflow automation to handle repetitive tasks, such as tagging tickets, sending auto-replies, or routing inquiries to the correct department.
7. Integrate with Your Stack: Connect Desku with your favorite e-commerce platforms like Shopify and WooCommerce, and other tools via Zapier, Pabbly, or the public API to create a seamless workflow.
8. Monitor and Optimize: Use the built-in analytics and reporting dashboard to track team performance, monitor customer satisfaction (CSAT), and identify areas for improvement.

Core Features of Desku

• Unified Omnichannel Inbox: Manage conversations from email, live chat, Facebook, Instagram, and WhatsApp in a single, collaborative workspace.
• EVA AI Chatbot: A no-code, drag-and-drop chatbot builder that automates customer queries 24/7, qualifies leads, and integrates with your knowledge base.
• AI Co-Pilot & Assistant: An AI assistant for agents that suggests replies, summarizes tickets, analyzes sentiment, and can autonomously resolve a significant portion of tickets.
• Helpdesk & Ticketing System: A robust system to track, prioritize, manage, and collaborate on customer tickets with features like collision detection, custom fields, and SLAs.
• Self-Service Knowledge Base: Create a fully customizable and brand-aligned help center to empower customers and reduce support requests by up to 40%.
• Live Chat: Engage website visitors in real-time with a customizable live chat widget to convert leads and provide instant support.
• Workflow Automation: Automate ticket routing, responses, and other repetitive tasks to improve team efficiency.
• Extensive Integrations: Seamlessly connect with Shopify, WooCommerce, Zapier, Slack, Google Analytics, and more.
• Advanced Reporting & Analytics: Gain insights into team performance, ticket volume, resolution times, and customer satisfaction.

Use Cases for Desku

Desku is versatile and ideal for various business types:

• E-commerce Stores: Integrate with Shopify or WooCommerce to provide instant, AI-powered support for order tracking, returns, and product questions, directly within the chat.
• SaaS Companies: Offer multi-tiered technical support, manage user feedback, and provide self-help resources through an integrated knowledge base.
• Small and Medium Businesses (SMBs): Provide enterprise-grade, 24/7 customer service without a large support team by leveraging AI automation and a unified inbox.
• IT Support Teams: Use the ticketing system to manage internal or external technical queries, automate responses for common issues, and track resolution SLAs.

Advantages of Desku

Teams choose Desku for several key benefits:

• Increased Efficiency: Respond up to 56% faster and reduce email volume by 30% by using AI and automation.
• Cost-Effective: An affordable alternative to expensive platforms like Intercom, Zendesk, and Gorgias, offering advanced features at a lower price point.
• Ease of Use: An intuitive interface, no-code tools, and a quick setup process allow teams to become productive in less than a day.
• Scalability: The platform is built to scale with your business, from early-stage startups to growing enterprises.
• Seamless Migration: Easily migrate your data (tickets, contacts, conversations) from other helpdesks like Intercom, Zendesk, or Freshdesk with one-click tools.

Pricing and Plans

Desku offers a 7-day free trial with no credit card required. Pricing is structured in three main tiers (billed annually):

• Startup Plan: $19 per user/month. Perfect for startups, this plan includes the core Ticketing System, Eva AI Chatbot, Shared Inbox, Eva AI Assistant, Unlimited Articles in the Knowledge Base, and Workflow Automations.
• Team Plan: $39 per user/month. Ideal for small teams, this plan includes all Startup features plus integrations with Shopify, WooCommerce, Zapier, and Whitelabel & CNAME options.
• Business Plan: $59 per user/month. Designed for growing businesses, this plan includes all Team features plus integrations with Facebook, WhatsApp, Instagram, and Webhooks for custom connections.