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Salesforce Takes a Shot At Zendesk, Freshdesk with Desk.com Upgrade

18/06/2014 by

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Salesforce.com wants to be the go-to option when small and medium-sized businesses decide they need better customer support software, with a series of updates to its Desk.com application.

Desk.com is the result of Salesforce.com’s 2011 acquisition of Assistly and is the SMB alternative to its Sales Cloud support software suite, which is aimed at big companies.

While Desk.com can stack up feature-for-feature with the likes of Freshdesk and Zendesk, Salesforce.com’s real edge lies in the fact that “we can grow with our customers,” said Leyla Seka, general manager and senior vice president at Desk.com. “We can take our customers anywhere they want to go. That’s something no other point solution on the market can say.”

“The worst thing in the world is when you’re growing [a company] at a fast clip and then you have to switch out an important operational system,” Seka added.

Desk.com caters to small companies that want to reach customers across multiple channels, whether email, live chat or social media, while getting the system up and running quickly.

The Desk.com updates announced Tuesday include a revamped console for support agents. Beta customers have reported their agents are closing cases three times faster than before, according to Seka.

Improvements include the ability for an agent to tweak the console screen’s layout to their liking, as well as the introduction of macro actions. For example, an agent faced with a stack of similar customer inquiries, such as for a password reset, can select the entire group and fire off a boilerplate response containing instructions, rather than go into each case and do the same thing repeatedly.

This article has been extracted from http://www.cio.com, please click on this link to read the article in full http://www.cio.com/article/754289/Salesforce_Takes_a_Shot_At_Zendesk
_Freshdesk_with_Desk.com_Upgrade

Montash is a multi-award winning, global IT recruitment firm. Specialising in permanent and contract positions across mid-senior appointments which cover a wide range of industry sectors and IT functions, including:

ERP, BI & Data, Information Security, IT Architecture & Strategy, Scientific Technologies, Demand IT and Business Engagement, Digital and E-commerce, Infrastructure and Service Delivery, Project and Programme Delivery.

With offices based in London, Montash has completed assignments in over 30 countries and has appointed technical professionals from board level to senior and mid-management in permanent and contract roles.

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