Salesforce.com today delivered next-generation Desk.com, its small business customer service platform, with innovations that include a new intelligent agent console, a mobile app, and a reporting engine.
Desk.com is an all-in-one customer support app that empowers customer support across all channels, including phone, email, Web, and social media. Salesforce.com first introduced the Desk.com platform in early 2012 and subsequently updated it with business analytics and reporting tools and multilingual support.
Next generation Desk.com now includes the following:
- Faster Service Set Up with New Intelligent Agent Console: With a new intelligent agent console, next generation Desk.com arms agents with all of the necessary information to manage and resolve cases. The agent console can be personalized per agent while rules, workflows, and templates maintain the company's brand integrity.
- Faster Decision Making with Actionable Insights: The new reporting engine of next generation Desk.com provides detailed metrics and insights into every aspect of customer service performance. These out-of-the-box reporting tools are built to provide deeper insights to resolve customers' problems. Now a manager can view comprehensive reports to identify real-time trends that fuel decision making and product innovation. In addition, Desk.com now includes 10 times more APIs to connect data from other apps to provide a holistic view of the customer and an effortless integration with Salesforce.
- Faster Service On the Go: The next generation Desk.com mobile app allows companies to manage customer service requests anytime, anywhere. The new mobile app accelerates support tasks, such as adding notes, updating statuses, and assigning cases. Now agents can collaborate and resolve cases from their iPhones or iPads.
"Awesome customer service is the new competitive advantage," said Leyla Seka, senior vice president and general manager of Desk.com at salesforce.com, in a statement. "With Desk.com, fast-growing companies now have the right solution to position themselves for growth, addressing their needs now and in the future."
The next generation Desk.com is generally available today with pricing starting at $30 per month, per agent. The Desk.com mobile app for iPhone and iPad is now generally available for download at the Apple App Store. Support for Android devices will be available in the fall.