Always getting better: a couple of updates

The Deskero development team has been quite busy working on some little improvements aimed to make your everyday life easier. We always listen to our customers: their opinion is far more important than ours! That’s why we constantly try to move our software in the direction you point us into.

In the recent months we were hard at work on these little features, developed as a direct request from specific customers and now available for everyone, in the Business and Power plan!

deskero update 01


Working on different tickets at the same time? Feeling in need of a coffee break? Requiring some further info from a member of your team? Go ahead and stop writing, right in the middle of a sentence! Just leave that ticket (or reply or knowledge base item) and worry not: when you come back you’ll find it exactly where you left it, thanks to our brand new auto-save feature.

While writing any type of text in Deskero this feature will automatically create a draft that will always be available for you to re-open and edit: you are know able to get back to work whenever you like, with no fear of loosing anything! No more accidental loss of time and work because of a browser crash, connection issue or blackout: your work will be waiting for you when you come back up.


Custom session timeout

Getting tired of the boring “Session expired!” message every time you leave your computer for a couple of minutes? Just get rid of it. It’s now possible to personalize the duration of your Deskero working session, in order to avoid any unnecessary timing out. You can now customize your working experience as you wish so as to avoid that annoying log out.

Each session timeout period can be personalised for every single user or the for whole connecting domain: it’s entirely up to you. And if you need some more fine tuning just drop us a line at!


deskero update 02

Spell check

How annoying it is to make silly typos while writing at full speed! And it becomes an even bigger pain while working in several different languages at the same time. Typos are bad and clients see them as a lack of attention, yet most of the time they are unavoidable… or are they?

To help you out doing this tiresome job we added a new spell check feature: now each misspelled word is highlighted in red and immediately brought to your attention. By right clicking it you also get instant suggestions on how to edit and correct it.

The service is available in English, Italian, French, German and Spanish and it works according to the language chosen by the agent: a small feature that can solve big problems… and allows you to save lots of time.


Better chats are yet to come

We are currently fine-tuning some more features, that we hope to have ready in the next following months.
In particular we are doing our best to further improve our chat system, by adding a bunch of brand new features that will help you personalize your chat experience. You’ll be able to freely edit all the colors, buttons and borders of the widget. All the text will also be completely editable: you’ll be able to add a custom greeting message, customize the buttons’ text and choose between different timing options for the first message to appear.
You’ll also be able to organize your incoming chat requests into different groups, just like you do for regular tickets: for example you can split requests between support and sales groups, to get in touch with the right agent, every time!

Have some awesome idee for a new feature or improvement? Please share it with us ( we’ll be delighted to learn some new ways to enhance your Deskero experience!


The truth about live chat: an interview with Craig Borowski

Craig Borowski is a Market Researcher at Software Advice, the online center for help desk software, covering technology and changing trends in the CRM market, with a focus on customer service, marketing automation and the impact of technology on CRM strategy. After having published an interesting infographic based on his great report on the current use of live chat in customer care we asked him a few questions, to better understand where chat is heading and how important it can actually become for customer support.

How good is chat for customer care?

In many contexts, live chat is the best channel there is for customer care and service. It’s both immediate and requires very little effort. There aren’t really any other channels that can claim to be both those things. One of it’s potential shortcomings could be with very complex service issues, where there will be a lot of back and forth diagnosing the problem. In this situations, the benefits of channels like the telephone might be better.

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If you love your customers, let them go

If you love your customers, let them go

At this moment, the biggest issue that most brands seem to be facing with their online presence is definitely control. While everyone is more than ready to talk about online engagement, and all the major brand are very happy to promote themselves on yet another media channel, their attitude towards the response of customers is not always so positive.

There’s a huge inherent vice in this whole attitude: most brands haven’t understood that social media are not about doing the talking, they are (or at least they SHOULD be!) about listening. Brands simply want to use Facebook and Twitter as an amplification device to reach out to a younger,more tech-savvy, audience that is growing more and more immune to traditional types of advertising.

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3 good reasons to embrace your customer care mistakes

It’s way too easy to imagine a system so perfect that every tiniest detail is carefully tailored and fussed over, where every member of the team flawlessly carries out their job, where every piece of the selling puzzle is perfectly sliding into place, where every brochure, web site, catalogue and leaflet is so carefully crafted and designed that it needs no further explanation. It’s easy… but unfortunately reality is often quite different.

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livechat infographic

INFOGRAPHIC: Who’s afraid of live chat?

Thinking about using live chat as a customer service channel? Wondering if it could be the right choice for your business?

Well, according to this report from help desk system recommendation and research company, Software Advice, there are at least a couple of things you should consider before getting started with live chat support. On the internet everyone use it… but some clients like it more than others, and, when dealing with certain issues, chat might become pretty difficult to handle: is it really worth the trouble?
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multi channel customer care

Channels are just channels: helping customers is a different thing

The road is not your final destination

Social media and internet came as quite a shock for the world of customer care. Through these new media, clients could get in contact with companies using a bunch of brand new channels and this created quite a messy situation. Many companies panicked: how can one tackle ALL these incoming messages, without getting lost in the madness?
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deskero empathy header

The many faces of empathy, and how to use all of them.

The not so simple law of empathy

The simplest definition of empathy is “to understand and feel what somebody else is feeling” and it should be extremely easy to understand why this virtue is so important for customer care. Yet empathy is a pretty complex thing that embraces many different feelings, that are not all equally useful in this field.
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