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Salesforce.com Introduces Salesforce Desk.com Support Center

By Anshu Shrivastava
TMCnet Contributor

Salesforce.com (News - Alert) has introduced the next generation Salesforce Desk.com Support Center, saying that it will empower fast-growing companies to transform customer service with video.

A fast-growing company can tap this newest offering to deliver video to customers for self-service support from Desk.com. “Today customers expect video when it comes to customer service. Now any fast-growing company can use video to provide awesome customer service with Desk.com,” according to Leyla Seka, general manager and senior vice president at Salesforce Desk.com.  

Citing a report published by Cisco (News - Alert), which projects that there will be over 1.5 billion Internet video users by 2016, Salesforce.com said that the self-service video opportunity is a game changer for companies. It is apparent that fast growing companies want their customers to have the ability to solve problems on their own.

The Desk.com Video Support Center allows these companies to add video content from any of the video platforms to their online customer service strategy. This enables customers to find instant, visual access to help find answers and resolve issues.

The new Desk.com Video Support Center features rich video content in a click, as well as custom help center design templates, and advance knowledge reports. Companies can now leverage new rich, embedded video support to deliver more value to customers and agents. Company officials said that with the help of a click, customer service assets can be transformed beyond simple text support articles.

Company officials said that customer service managers now have access to new reports and metrics, including video performance to ensure support teams are deploying the best content for case resolution, along with the most relevant self-service assets available to customers.

In addition, Desk.com customers who have a subscription to Vimeo (News - Alert) PRO can now embed its HD video player anywhere. Company officials said that they can do this without disruptive advertising getting in the way of self-service support.

Noting that video is one of the most effective means of providing self-service support,  Kraig Swensrud, founder of GetFeedback.com, said, “The addition of video as a new Desk.com customer service channel -- alongside mobile, social and Web -- will provide an even better experience for our customers who are looking for fast, clear answers to their support questions.”

Earlier last month, Salesforce.com introduced Salesforce1 Mobile Reports & Dashboards, enabling Salesforce1 Mobile App users to instantly access, analyze and act on business data from anywhere.