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Salesforce Rolls Out New Desk.com Innovations

7/07/2015 by

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CRM giant Salesforce just rolled out the latest edition of its customer support app for small to midsize businesses. Desk.com Business Plus aims to help companies scale to meet ever-changing customer demands.

Here’s the pitch: Company growth is not just a matter of attracting new customers -- it's also about retaining existing ones. Of course, that’s not a new idea but Salesforce does have a new stat: Companies that prioritize the customer experience generate 60 percent higher profits than their competitors.

Many SMBs face challenges scaling support systems when they use traditional CRM (customer relationship management) solutions because those solutions don’t offer much flexibility, according to the company. Salesforce is proposing Desk.com as the answer for SMBs that want to deliver personalized customer service that spurs topline growth.

“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, Salesforce. The company works to help SMBs deliver this from three angles: customization, control and insights that make agents more productive.

Four New Innovations

There are four new innovations in Business Plus: Customer Health Monitor; Canvas; Customer Controls; and Embed. Here’s a quick look at each:

Customer Health Monitor works to makes one-to-one customer retention scalable by sending warnings to agents about potential dissatisfaction. The tech also recommends solutions to prevent customer attrition. If a customer contacts support more than once a month, for example, the agent is alerted.

Canvas allows companies to embed third-party apps directly into the Desk.com console, creating customized user interfaces. The idea is to help agents be more productive by completing regular actions, like status checks and refunds, instantly within Desk.com.

This article has been extracted from http://www.cio-today.com, please click on this link to read the article in full http://www.cio-today.com/article/index.php?story_id=013000F2JRHL

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

ERP Recruitment, BI & Data Recruitment, Information Security Recruitment, Enterprise Architecture & Strategy Recruitment , Energy Technology Recruitment, Demand IT and Business Engagement Recruitment, Digital and E-commerce Recruitment, Leadership Talent, Infrastructure and Service Delivery Recruitment, Project and Programme Delivery Recruitment.

Montash is headquartered in Old Street, London, in the heart of the technology hub. 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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