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