For SMBs, Salesforce Launches Mobile Social Customer Support
Wednesday, February 1st, 2012A mobile customer service desk for small- to medium-size businesses. That’s the idea behind Desk.com, a new cloud-based customer service product from Salesforce.com.
Announced Tuesday, Desk.com allows any business to interact with customers on any major social network, via a mobile device. The company said in a statement that the service is “so simple that any company, even one without an IT staff, can get up and running over a weekend.”
‘First-Class Citizens’
With nearly a quarter of all time spent online being spent on social networks like Facebook and Twitter, Salesforce.com has become a leader in integrating social networks into its customer service offerings.
The company envisions a scenario such as a customer posting a critical comment on Facebook about its newly purchased widget. While a desktop-based customer service worker for the widget maker might be the first stop for responding to the comment, the actual resolution might be better handled by a technical service person, who could be out in the field.
With Desk.com, that ticket can then be picked up by the technical service employee, and resolved via a mobile device. The ticket can be reassigned, have its status or priority changed, or have its customer information modified.
Salesforce said that, according to its data, nearly three-quarters of small businesses use mobile applications in their daily operations. With Desk.com, SMBs can use a help desk that integrates social networks, e-mail, phone and other Web components, making social networks into what the company described as “first-class citizens along with traditional support channels.”
Hourly for ‘Casual’ Reps
Desk.com runs on any smartphone that supports HTML 5, such as Android-based devices and Apple’s iPhone. Reporting includes information on how many cases customer service agents have opened, resolved, replied to, reassigned, or reopened, and a dozen pre-built reports offer such data as handling time, time to first…
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