• July 6, 2015

Salesforce Launches Desk.com Business Plus

Salesforce has launched Desk.com Business Plus, the newest edition of its customer support app for small and midsized companies.

Desk.com Business Plus is packed full of new innovations that allow SMBs to scale their service solutions to quickly grow their businesses.

Desk.com Customer Health Monitor makes one-to-one customer retention scalable. It sends early warnings to agents about potential dissatisfaction and recommends solutions to prevent customer attrition. For example, if a customer contacts customer support for the second time in one month, the agent receives a special "retention risk" alert so the agent knows how important it is to ensure a positive and fast resolution.

Desk.com Canvas allows companies to embed third-party apps directly into the Desk.com console, creating a customized user interface. Regular actions that would traditionally require agents to leave the Desk.com console for another system, such as tracking a shipment, processing a refund or checking on the status of an order, can be completed instantly within Desk.com. In addition, Single Sign-On (SSO) streamlines agent access for all of the apps in the console.

Desk.com Custom Controls allows service managers to set limits on the actions service agents can take on each case. Custom Controls gives managers new case management controls that help govern agent access, assignments, editing capabilities and more.

Desk.com Embed, a mobile SDK, allows companies to insert mobile support directly into any app, so customers can access customer service anytime, anywhere, all without leaving the app.

"At Desk.com, we believe that every interaction is an opportunity to deliver awesome service to customers," said Leyla Seka, general manager and senior vice president of Desk.com at Salesforce, in a statement. "With Business Plus, companies get the customization, control and insights they need to make agents more productive and expand their support offerings. Companies turn to Desk.com because they know that we can help them scale their customer service as they grow."

"Having a scalable customer service tool is a key factor in our company's growth," said Benjamin Christie, founder and president of Gourmet Ads, in a statement. "With customers and support staff across the globe, Desk.com helps us help our customer find what they need, when they need it. And, if additional support is required, we can seamlessly manage cases from report to resolution. Since switching to Desk.com, we've seen an 80 percent reduction in case volume. Desk.com enables us to realize our vision of being a one-stop shop for our customer; it's a game changer for us."

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