• October 3, 2014

Salesforce.com Delivers Desk.com for Retail

Salesforce.com has launched Desk.com for Retail, with new pay-as-you-go pricing, reporting tools, and e-commerce integrations.

Desk.com empowers companies to instantly deliver service across all channels, including email, Web, phone, mobile, and social. Customers on average experience a 42 percent faster response to customers, 38 percent increase in agent productivity, 27 percent decrease in support costs, and 36 percent increase in customer satisfaction, according to a Desk.com commissioned customer survey.

The new Desk.com for Retail includes the following:

  • Flex Agent Pricing: Companies can use pay-as-you-go pricing to redeploy employees from other parts of the business to support customer service during peak seasons. New customers that sign up for a Desk.com subscription by October 31 will receive 100 free Flex Agent hours.
  • Business Insights Reporting: New advanced reporting in Business Insights gives SMB retailers a snapshot of which cases are coming in from partners like distributors and manufacturers, and allows retailers to make business decisions based on the data.
  • Integration with Leading Retail Platforms: With new one-click integration to leading retail platforms such as Big Commerce and Shopify, Desk.com for Retail delivers a single, comprehensive view of the customer experience across both sales and customer service. And, Desk.com now includes greater integration with Olark live chat so SMB retailers can view past and present Olark conversations as Desk.com cases.
  • Customer Satisfaction Ratings: Desk.com for Retail includes new customer satisfaction tools to help SMB retailers gather instant feedback on the customer service experience.

"Grey Thursday, Black Friday, Cyber Monday, and Small Business Saturday are high-volume, high-stakes opportunities for SMB retailers to be labeled as naughty or nice by their customers," said Leyla Seka, general manager and senior vice president of Salesforce Desk.com, in a statement. "With Desk.com for Retail, fast-growing digital retailers can now use customer service engagements as a huge opportunity to develop brand advocates for years to come."

Already BarkBox, Clockwise Tees, and Herschel Supply are leveraging Desk.com.

"As a subscription retail company for dog lovers, BarkBox aims to deliver a VIP experience to every customer, both dogs and their dog parents," said Danielle Maveal, general manager of social good at BarkBox, in a statement. "With Desk.com for Retail, BarkBox makes the customer experience better for our dog-loving subscribers and helps us achieve a 90-percent customer retention rate."

Salesforce Desk.com for Retail is generally available with pricing starting at $30 per month, per agent. Desk.com Flex Agent Hours are generally available today with pricing starting at $1.75 per agent per hour.

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