Desku Review – The Good and Bad for 2024

Fast, friendly, and effective customer support is the backbone of any successful ecommerce or SaaS business. With so many customer service tools available, choosing the right one to enhance customer interaction and streamline support processes can be daunting.

We’ll help you narrow your choices by providing a balanced, in-depth look at Desku, an AI-driven customer support software. We’ll explore its capabilities, pricing, and what users have to say about it so you can decide whether it’s right for your business.

Desku: The Good and the Bad

Desku offers a ton of options for enhancing your business’s customer service, including live chat software, email and social media inboxes, and an AI chatbot. It also integrates with ecommerce platforms like Shopify, Ecwid, and Magento so you can easily provide top-notch customer service wherever your online store lives.

What Desku Is Good At

Free 14-Day Trial: First thing’s first—Desku offers a free trial with a quick setup to let you get a feel for the platform before committing to a plan. This will give you plenty of time to test its features and see if it might be a good fit for your business. And there’s no credit card required, so if you forget to cancel, you won’t be charged for services you don’t use.

AI-Driven Customer Support: The platform specializes in AI-powered support tailored to ecommerce and SaaS platforms. First, there’s Desku Sidekick, which is an AI assistant for support teams. What’s great about Desku Sidekick is that not only can you train the AI on your data, but it actually analyzes past interactions in order to provide better responses for your agents. Just like its name suggests, Sidekick isn’t a replacement for human agents but a tool that can help your agents provide better, quicker, and more accurate customer support.

Desku’s chatbot, Eva, uses ChatGPT technology to provide fast and accurate responses to customer questions through your website’s chatbox. By automating answers for simple or frequently asked questions, your team is freed up to focus on more complex support needs.

Desku also enables you to create smart automations that blend AI chatbots and helpdesk software in order to streamline customer support processes. Even better—no coding is required. The visual automation creator allows you to easily create triggers, conditions, and actions to automate every step of the customer journey.

Shared Inbox: Desku offers a shared inbox that facilitates team collaboration and integrates customer data efficiently. It also allows you to assign customer emails to relevant agents to resolve them faster and makes it easier for the team to track emails and stay on the same page.

Does your team mostly communicate with customers via social media? No problem. Desku also allows you to connect all social media channels to the platform so your team can manage all customer inquiries in one place.

Knowledge Base: Sometimes, no matter how many support options you offer, customers want to find answers themselves. The platform provides a self-service knowledge base where you can provide helpful articles so customers can find answers quickly and efficiently. If customers can’t find the answers they need, you can provide support options so they can reach out to your team. This is an easy way for your customers to get faster service while also lightening your support team’s workload.

Affordable Pricing Plans: Desku has competitive pricing, with plans starting at $9 per user per month, making it an accessible option for small businesses. Some customer service software platforms out there don’t cater to small businesses with tighter budgets, so this is a great option for those just starting out.

Codeless Automation Setup: We mentioned this above, but it’s worth calling out again: you don’t have to be a coding wizard to set up your customer support automation correctly with this tool. It has a drag-and-drop feature that’s easy to use. No need for a special developer. No IT team. You can do it yourself and reach out to Desku’s customer support if you need help.

Customizable Workflows: The platform enables you to customize workflows and customer journeys to ensure you deliver a seamless, effective service experience tailored to your business. And if you’re unsure where to start, Desku offers plenty of industry-specific workflow templates.

Desku’s Potential Drawbacks

User Interface Concerns: When going through user reviews, we found that some users pointed out that the ticketing interface can be cluttered and difficult to navigate, so there could be a learning curve to get your team comfortable with the new platform.

Limited Integration Options: Although Desku offers various integrations, there are still some gaps, particularly with major ecommerce platforms, such as Etsy and Amazon, and native apps like Quickbooks and Salesforce.

Desku Plans and Pricing

Desku offers plans tailored to different business needs, with each tier building on the features of the previous one. Let’s explore the available options.

Startup Plan

The Startup Plan is $9 per user per month with annual billing or $14 per user per month with monthly billing. The option is ideal for new and small businesses because it’s affordable and provides essential tools to manage customer interactions effectively.

• Unlimited tickets
• Five email inboxes
• Customer management
• Knowledge base
• Five chatbots (one custom)
• 1,000 active chatbot users
• Live chat feature
• Whitelabel
• CNAME
• Limited integrations
• Social media integration
• Shopify integration
• WooCommerce integration

Team Plan

You can purchase a Team Plan for $19 per user per month (annual billing) or $29 per user per month (monthly plan).

The Team Plan is perfect for growing businesses with a larger team and customer base. It offers more extensive features, such as managing multiple e-commerce stores, and it provides additional integration options.

• Unlimited tickets
• Unlimited email inbox
• Customer management
• Knowledge base
• Five chatbots (five custom)
• 2,000 active chatbot users
• Live chat feature
• Whitelabel
• CNAME
• Three Shopify stores
• Three WooCommerce stores
• CSAT
• All integration access: Weglot, Zendesk migration, Freshdesk, Ticksy migration, One Signal, Google Analytics, Slack, Webhooks, Pabbly Connect, Zapier, Envato, Ecwid, WooCommerce, and Shopify

Business Plan

The Startup Plan is $29 per user per month with annual billing or $39 per user per month with monthly billing.

The Business Plan is best for established businesses with a high volume of customer interactions or those needing advanced customer support tools. It offers the most comprehensive set of features and includes social media integrations.

• Unlimited tickets
• Unlimited email inbox
• Customer management
• Knowledge base
• Five chatbots (10 custom)
• 3,000 active chatbot users
• Live chat feature
• Whitelabel
• CNAME
• Three Shopify stores
• Three WooCommerce stores
• CSAT
• All integration access: Weglot, Zendesk migration, Freshdesk, Ticksy migration, One Signal, Google Analytics, Slack, Webhooks, Pabbly Connect, Zapier, Envato, Ecwid, WooCommerce, and Shopify
• Social media integration (Facebook and Whatsapp)

Final Thoughts

Desku is a strong choice for AI-driven customer support, especially for ecommerce and SaaS companies. It offers a wide range of features like AI chatbots, live chat, and integrates well with platforms like Shopify.

It’s a good fit for small to medium businesses that want a budget-friendly yet feature-packed option to boost customer support. Desku is easy to use, and its automation and AI features help improve efficiency and customer satisfaction.