Newsletters
Customer Relationship Management News NewsFactor Sites:       NewsFactor.com     Enterprise Security Today     CRM Daily     Business Report     Sci-Tech Today  
   
This ad will display for the next 20 seconds. Click for more information, or
Home CRM Systems Customer Service Contact Centers Business Intelligence More Topics...
Customer Service
Next Generation Data Center Is Here!
Average Rating:
Rate this article:  
For SMBs, Salesforce Launches Mobile Social Customer Support
For SMBs, Salesforce Launches Mobile Social Customer Support

By Barry Levine
February 1, 2012 2:35PM

Bookmark and Share
Salesforce.com said that, according to its data, nearly three-quarters of small businesses use mobile applications in their daily operations. With Salesforce's Desk.com, SMBs can use a help desk that integrates social networks, e-mail, phone and other Web components, making social networks into what Salesforce described as "first-class citizens."
 



A 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 response, and first contact resolution rate.

Salesforce has priced the offering to appeal to SMBs. The first seat is free, and then it's $49 per agent per month. There's also an hourly model for what the company calls "casual" customer support reps, at $1 per hour.

Desk.com is based on the technology that Salesforce.com obtained when it purchased social customer service startup Assistly last fall. Assistly's product allowed companies to organize customer conversations on social networks into a to-do list, and provided tools for support staff to respond, see customer histories, automate procedures and produce analytical reports.

Social, Mobile, Simple

In our interview with Alex Bard, vice president and general manager of Desk.com, Bard explained that Salesforce's Service Cloud, a key part of its "social enterprise" efforts, had previously been optimized for the mid-market and large enterprises, but Desk.com is extending the cloud toward the lower end of the market.

Bard said that, in researching smaller companies' needs, Salesforce "kept hearing three things -- it has to be social at its core, it needs to be mobile, and it needs to be simple." He added that thousands of Assistly customers have been moved to Desk.com, and the response has been "overwhelmingly positive."

Laura DiDio, an analyst with Information Technology Intelligence Corp., said Desk.com represents "the ultimate in the consumerization of IT, and a recognition of how we're no longer tethered to an office with a traditional PC."

She noted that Salesforce made "a pretty quick turnaround" in readying Assistly for the new product launch, adding that the model of customer support from virtually any mobile device "will absolutely become a standard."
 

Tell Us What You Think
Comment:

Name:



APC has an established a reputation for solid products that virtually pay for themselves upon installation. Who has time to spend worrying about system downtime? APC makes it easy for you to focus on business growth instead of business downtime with reliable data center systems and IT solutions. Learn more here.


 Customer Service
1.   Watson's First Consumer-Facing Gig
2.   Social Media Haters Speak Up
3.   Comcast Customer Service Fiasco
4.   'May I Help You?' Asks Jibo the Robot
5.   Why You Need To Hire a CCO


advertisement
Social Media Haters Speak Up
Survey says, now showing a little love.
Average Rating:
Comcast Customer Service Fiasco
Lessons to be learned for all companies.
Average Rating:
T-Mobile Accused of Bogus Fees
FTC has filed a lawsuit for overcharges.
Average Rating:


advertisement
Product Information and Resources for Technology You Can Use To Boost Your Business

Network Security Spotlight
Canadian Government Charges China With Cyberattack
The government of Canada is not happy with China. Canadian officials have accused "a highly sophisticated Chinese state-sponsored actor" of launching a cyberattack on its National Research Council.
 
Researchers Working To Fix Tor Security Exploit
Developers for the Tor privacy browser are scrambling to fix a bug revealed Monday that researchers say could allow hackers, or government surveillance agencies, to track users online.
 
Wall Street Journal Hacked Again
Hacked again. That’s the story at the Wall Street Journal this week as the newspaper reports that the computer systems housing some of its news graphics were breached. Customers not affected -- yet.
 

Enterprise Hardware Spotlight
Apple Updates MacBook Pros, Cuts Prices Up to $100
The popular MacBook Pro laptop line just got an update and a price cut of as much as $100. The MacBook Pro with Retina display now includes faster processors and double the memory.
 
Watson Gets His First Customer Service Gig
Since appearing on Jeopardy, IBM's Watson supercomputer has been making a living using his super-intelligent knowledge base for business verticals. Now, Watson's been hired for his first customer service job.
 
Tablet Giants Apple and Samsung Feel the Heat
When a company saturates its home market with a once-hot product, expect it to pump up efforts elsewhere. Apple, for its part, is now pushing iPads to big corporations and the enterprise market.
 

Mobile Technology Spotlight
Android 'Fake ID' Puts Millions of Users at Risk
Having this fake ID is nothing to brag about, even if you are a minor. The “Fake ID” Android flaw drops malware into smartphone apps. It can steal credit card data and even take over your device.
 
FTC Wants Fix for 'Perfect Scam' of Mobile Cramming
The U.S. Federal Trade Commission has issued new guidelines to curb “mobile cramming,” a troublesome practice that adds unauthorized third-party charges to mobile phone bills.
 
Facebook: You Will Use Messenger, and You Will Like It
Starting this week, Facebook users with Android and iOS phones will be forced to use the separate Messenger app to send Facebook messages. Pending messages will still be visible in the main app.
 

Navigation
CRM Daily
Home/Top News | CRM Systems | Customer Service | Contact Centers | Business Intelligence | Sales & Marketing | Customer Data | CRM Press Releases
NewsFactor Network Enterprise I.T. Sites
NewsFactor Technology News | Enterprise Security Today | CRM Daily

NewsFactor Business and Innovation Sites
Sci-Tech Today | NewsFactor Business Report

NewsFactor Services
FreeNewsFeed | Free Newsletters

About NewsFactor Network | How To Contact Us | Article Reprints | Careers @ NewsFactor | Services for PR Pros | Top Tech Wire | How To Advertise

Privacy Policy | Terms of Service
© Copyright 2000-2014 NewsFactor Network. All rights reserved. Article rating technology by Blogowogo. Member of Accuserve Ad Network.