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Salesforce.com Updates Desk.com for SMBs

Written By: Predrag Jakovljevic
Published On: July 14 2014

Salesforce.com recently released an upgrade to Desk.com, a cloud help desk and ticketing application that focuses on small to medium businesses (SMBs). In contrast to Salesforce.com's enterprise-level customer service product, Service Cloud, Desk.com's main trait is its ability to be deployed quickly. Now Desk.com (formerly known as Assistly), which is available on the Salesforce AppExchange marketplace, features a customizable console, allowing agents to view customer data such as account and sales information with filters to organize the data how they want to view it. All customer interactions, whether through email, live chat, or social media, are organized into a single inbox, so the customer can see the history of the interaction in one place.
The platform also has a built-in predictive answers function to foster self-service (without agent involvement) and a mobile app with case management capabilities and a new search engine. Customers can configure the severity of each case that they submit, thus making it easier for agents to devote more attention where it is needed. If many customers are dealing with the same issue, Desk.com organizes it for the agent so multiple issues can be resolved at the same time.
Salesforce.com has also added application programming interfaces (APIs) so Desk.com can integrate with marketing automation, customer relationship management (CRM), enterprise resource planning (ERP), and other back-office systems. Agents can then view the multi-channel sales, marketing, and other interactions of customers when providing support, so they can talk to customers from a place of knowledge and familiarity.
Desk.com, which typically competes with Zendesk, is also lower cost compared with Salesforce.com’s Service Cloud; Desk.com's pricing ranges from $3–$50 (USD)/user/month, whereas Service Cloud goes for $65–$300 (USD)/user/month. The top-of-the-range $50 (USD) per user per month Plus plan also includes a flex-pricing option that allows companies that are busier at certain times of the year (such as retail companies during the holidays) to hire more agents during their peak sales periods.
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