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Some Important Things You Must Know About Salesforce Desk.com

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No matter what business you are in, no matter what domain you work on, no matter how big or small scale you operate on, the ultimate way to make your business successful is to make your customers happy. And indeed customer satisfaction has a lot to do with getting quality products which are backed by quality services. Capitalizing on this concept of making customers happy to increase returning customers, Salesforce launched a series of cloud based products focused on improving customer relationship management. Out of them the one focused on improving customer support service capabilities is Desk.com.

Desk.com is an all-in-one customer support application which is completely cloud based and which gives you the ability to buy services on per agent basis. It has the capabilities to allow you to manage multiple brands from a single setup, provide you a platform to share your products’ knowledge base and self-help documentation, a single cloud based platform to allow your customers to give you feedbacks, and to top it all, give you some pretty nifty analytics features to analyze everything.
And since this is a Salesforce product, yes, it is a very easy way to integrate with your Salesforce product.

Desk.com Multi-brand Support

Most companies nowadays as well as service providers maintain multiple brands. So instead of getting different support setups for different brands, you can use Desk.com for managing all your brands from a single portal. But that doesn’t mean you can’t track your brands individually or provide separate help center. Desk.com allows you to create separate help centers for each brand you operate on the same platform. And you can run customer support with different look and feel for each brand.

Case management like a pro

The main reason why Desk.com is famous is because of its intuitive and user-friendly interface. And you can realize the power of efficient UI while managing cases on Desk.com. You can easily manage every individual case based on business priority, through an easy to use interface from your desktop or even from your mobile. The app automatically collects customer interactions from every communication channel to give you a complete picture of the case.

For Administrators, the cloud software allows you to assign specific cases to specific agents and track everything and analyze everything through intuitive analytics interface. You can label and categorize each case for faster filtering, and define auto-responder macros to fast-track your customer response times. Also you can organize your cases and track them faster using intuitive filters.

Business insights are good but can be better

Alright till now we have been only praising Desk.com, but here is one feature that may put you off- the analytics and reporting. Now Desk.com analytics is good and intuitive with good-looking graphs and easy to understand tables, but it is not as robust as Salesforce Analytics Cloud or custom Salesforce Analy

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Some Important Things You Must Know About Salesforce Desk.com

  1. 1. sales@algoworks.com Toll Free : +1-877-284-1028 Desk.com
  2. 2. sales@algoworks.com Toll Free : +1-877-284-1028 5 Things You Must Know About Desk.com No matter what business you are in, no matter what domain you work on, no matter how big or small scale you operate on… …the ultimate way to make your business successful is to make your customers happy.
  3. 3. sales@algoworks.com Toll Free : +1-877-284-1028 5 Things You Must Know About Desk.com Capitalizing on this concept of making customers happy to increase returning customers, Salesforce launched a series of cloud based products focused on improving customer relationship management.
  4. 4. sales@algoworks.com Toll Free : +1-877-284-1028 5 Things You Must Know About Desk.com Out of them, the one focused on improving customer support service capabilities is Desk.com.
  5. 5. sales@algoworks.com Toll Free : +1-877-284-1028 5 Things You Must Know About Desk.com Desk.com is an all-in-one customer support application which is completely cloud based and which gives you the ability to buy services on per agent basis.
  6. 6. sales@algoworks.com Toll Free : +1-877-284-1028 5 Things You Must Know About Desk.com And since this is a Salesforce product, it is very easy to integrate it with your Salesforce CRM.
  7. 7. sales@algoworks.com Toll Free : +1-877-284-1028 5 Things You Must Know About Desk.com Here are 5 things that you must know about Salesforce Desk.com.
  8. 8. sales@algoworks.com Toll Free : +1-877-284-1028 1 Desk.com Multi-brand Support
  9. 9. sales@algoworks.com Toll Free : +1-877-284-1028 5 Things You Must Know About Desk.com 1 Desk.com Multi-brand Support Most companies nowadays maintain multiple brands. So instead of getting different support setups for different brands, you can use Desk.com for managing all your brands from a single portal.
  10. 10. sales@algoworks.com Toll Free : +1-877-284-1028 5 Things You Must Know About Desk.com 1 Desk.com Multi-brand Support You can track your brands individually in the platform, or you can compare how each brand is performing based on customer queries
  11. 11. sales@algoworks.com Toll Free : +1-877-284-1028 5 Things You Must Know About Desk.com 1 Desk.com Multi-brand Support Desk.com allows you to create separate help centers for each brand you operate on the same platform.
  12. 12. sales@algoworks.com Toll Free : +1-877-284-1028 2 Case Management like a Pro
  13. 13. sales@algoworks.com Toll Free : +1-877-284-1028 The main reason why Desk.com is famous is because of its intuitive and user- friendly interface. And you can realize the power of efficient UI while managing cases on Desk.com. 5 Things You Must Know About Desk.com 2 Case management like a pro
  14. 14. sales@algoworks.com Toll Free : +1-877-284-1028 For Administrators, the cloud software allows you to assign specific cases to specific agents and track everything and analyze everything through intuitive analytics interface. You can label and categorize each case for faster filtering, and define auto-responder macros to fast-track your customer response times. 5 Things You Must Know About Desk.com 2 Case management like a pro
  15. 15. sales@algoworks.com Toll Free : +1-877-284-1028 3 Business insights are good but can be better
  16. 16. sales@algoworks.com Toll Free : +1-877-284-1028 Desk.com analytics is good and intuitive, but it is not as robust as Salesforce Analytics Cloud or custom Salesforce Analytics Tools. 5 Things You Must Know About Desk.com 3 Business insights are good but can be better
  17. 17. sales@algoworks.com Toll Free : +1-877-284-1028 The application allows you to track performance of each agent as well as the performance of your company as a whole. You can analyze areas with more customer support requests and areas where customers grieve! And since everything is integrated with your mobile app, you can view all this info on your mobile as well. 5 Things You Must Know About Desk.com 3 Business insights are good but can be better
  18. 18. sales@algoworks.com Toll Free : +1-877-284-1028 4 Add CTI integration enhancements
  19. 19. sales@algoworks.com Toll Free : +1-877-284-1028 In no other Salesforce product is CTI Integration more important than Desk.com. It’s understandable, Desk.com is all about customer support and what’s a customer support without a phone line? 5 Things You Must Know About Desk.com 4 Add CTI integration enhancements
  20. 20. sales@algoworks.com Toll Free : +1-877-284-1028 5 But big companies opt for Salesforce.com
  21. 21. sales@algoworks.com Toll Free : +1-877-284-1028 Well Desk.com is good and awesome but it’s not at customizable as Salesforce. Desk.com is easy to setup and combined with its easy-to-use interface, the product makes it an ideal support solution for startups or small enterprises. However as you company grows its limitations may began to surface. 5 Things You Must Know About Desk.com 5 But big companies opt for Salesforce.com
  22. 22. sales@algoworks.com Toll Free : +1-877-284-1028 The ideal solution is an integrated Desk.com and Salesforce solution in which Desk.com handles customer communication and Salesforce handles the rest, but this solution means you shall pay for Salesforce edition as well as Desk.com editions. 5 Things You Must Know About Desk.com But big companies opt for Salesforce.com
  23. 23. sales@algoworks.com Toll Free : +1-877-284-1028 This cumulative price is the reason why most opt for a single Salesforce solution and then customize it to give Desk.com like features. 5 Things You Must Know About Desk.com But big companies opt for Salesforce.com Nasty workaround but when does comes such a need, why shed extra bucks?
  24. 24. sales@algoworks.com Toll Free : +1-877-284-1028 when in doubt Contact us
  25. 25. sales@algoworks.com Toll Free : +1-877-284-1028 You would need to use Coding Experts If you are not yet a medium scale large scale company and having doubts whether you should go for Desk.com or Salesforce Service Cloud or both, don’t hesitate to contact us for free consultation.
  26. 26. sales@algoworks.com Toll Free : +1-877-284-1028 Experts in all things Salesforce Algoworks technologies has been working on Salesforce since 2006. We are the leading experts of the field.
  27. 27. sales@algoworks.com Toll Free : +1-877-284-1028 Author Co-Founder & Director Open-Source | Salesforce | ECM Pratyush is Co-Founder and Director at Algoworks. He is responsible for managing, growing open source technologies and Salesforce CRM team . He provides consulting and advisory to clients looking for services relating to CRM(Customer Relationship Management) and ECM(Enterprise Content Management). Pratyush Kumar Write to me @ pratyush@algoworks.com
  28. 28. sales@algoworks.com Toll Free : +1-877-284-1028 THANK YOU Learn about how Algoworks can help your business! Call us at : +1-877-284-1028 Mail us at: sales@algoworks.com support@algoworks.com Official : Blog Link- http://www.algoworks.com/blog/salesforce-deskcom/

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