Salesforce Desk.com, the social customer support software from Salesforce, provides small-to-medium-sized companies with cloud-based customer support management to help field queries through phone, email, Web, or social media platforms like Twitter (News - Alert) and Facebook.
With Desk.com, companies can begin tackling questions from phone calls, emails, and social networks. Desk.com can also be integrated with the customer support knowledge base for fielding frequently asked questions, Salesforce said.
To further bolster the capabilities of the customer support platform, Salesforce has just added analytics and reporting capabilities helping companies leverage business analytics to improve customer service and make more informed decisions.
With these capabilities, the solution allows managers to consider information such as which sorts of cases are taking the longest to address. It also helps businesses set alerts if wait times exceed certain levels.
Salesforce Desk.com now features 12 pre-populated Activity Reports that track and measure things like support volumes or wait times.
The second feature, Agent Performance Reports, enables managers to see how many cases have been resolved, replied to, assigned or re-opened.
The third feature, Labels & Macros Reports, helps users understand the sorts of issues that are surfacing, which can help improve the entire company's understanding of customer inquiries.
The new analytics and reporting features are being tested by approximately 125 customers. The solution should be generally available by early December, said Tony Kavanagh, chief marketing officer for Desk.com.
Desk.com is based on the customer service support app Assistly, which Salesforce acquired for a reported $80 million back in September. As part of the transaction, the company had automatically gotten all Assistly customers — including big names like Instagram, Spotify, Pandora (News - Alert), Vimeo, Rdio, Grooveshark, and 37signals —transferred over to Desk.com’s refined and re-imagined interface starting now.
HotelTonight, a mobile application and service that provides last-minute hotel room deals and bookings for spontaneous lodgers, has been trialing the new Desk.com features.
Commenting on the new features, Patrick Cheeseman, head of customer support, HotelTonight, said, “It's a far friendly way for us to get at the data that is necessary for us.”
Edited by Rory J. Thompson