Salesforce.com has released the next generation of Desk.com with a focus on improving customer service for SMBs.
New features include a new intelligent agent console, a mobile app and an intuitive reporting engine.
Companies including HotelTonight, One Kings Lane and SoundCloud have deployed Desk.com in a bid to accelerate company growth. Salesforce Desk.com general manager and senior vice president, Leyla Seka, said awesome customer service was the new competitive advantage.
"With Desk.com, fast-growing companies now have the right solution to position themselves for growth - addressing their needs now and in the future."
One Kings Lane, director, customer operations, Alexis Chapman said the company had maintained high customer satisfaction rates.
"Now, our customer care team has greater visibility into customer needs and they are empowered to work more efficiently, and continually offer an exceptional experience for our shoppers." The new release allows faster service set up with the new Intelligent Agent Console. This gives agents all of the necessary information to quickly manage and resolve cases.
It can be personalised per agent to optimise productivity, while rules, workflows and templates maintain the company's brand integrity. The new reporting engine of next generation Desk.com provides detailed metrics and insights into every aspect of customer service performance.
The out-of-the-box reporting tools are built for speed and productivity to provide companies with deeper insights to resolve customers' problems, according to a company statement.
A manager can view comprehensive reports to identify real-time trends that fuel decision making and product innovation.
It also includes ten times more APIs to quickly connect data from other apps to provide a holistic view of the customer and an effortless integration with Salesforce.com. The mobile app allows companies to manage customer service requests remotely and accelerates support tasks such as adding notes, updating statuses and assigning cases. Desk.com is available with pricing starting at $30 per month, per agent. The mobile app for iPhone and iPad is also available for download at the Apple App Store.
Support for Android devices will be available in September.
For a limited time, companies that switch from Zendesk to Desk.com can receive Desk.com free of charge for the remainder of 2014.
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