Salesforce Targets SMBs with New Desk.com App for Customer Service



Salesforce has launched the Desk.com App Hub, a one-stop shop for SMBs to easily access more than 50 partner apps that help them enhance the customer service experience and accelerate growth. Using partner apps that manage everything from e-commerce and email marketing, to telephony and text messaging support, Desk.com customers can deliver greater levels of customer engagement and have a single, comprehensive view of the customer. With the App Hub, SMBs now have a single location where they can quickly deploy apps that enhance customer service without the cost and hassle of building one-off integrations.

Desk.com customers on average experience a 42 percent faster response time, 38 percent increase in agent productivity, 36 percent increase in customer satisfaction and 27 percent decrease in support costs, according to a Desk.com commissioned research.

App Hub allows SMBs to deploy apps to deliver greater levels of customer engagement and have a single, comprehensive view of the customer through new integrations, including: 

  • New Canvas Technology Creates a Window Into Third-Party Apps: New Canvas Technology will display third-party apps directly in the Desk.com agent console for a single, unified view of all customer data needed to resolve cases. This eliminates the need for agents to toggle between different apps. For example, a popular shipping app integrated into the Desk.com console allows an agent to view and search package tracking data without ever leaving the help desk app. With the new Canvas Technology integration, apps from partners such as Harvest, JIRA, MailChimp, Olark, Shopify and Twilio can now be accessed directly within Desk.com.
  • New Telephony Integrations Deliver Multichannel Support: Now SMBs can complete the cycle of multi-channel support by adding telephone support, leveraging new integrations from telephony vendors such as Five9, NewVoiceMedia, OneReach, RingCentral and TalkDesk. Now incoming service calls appear directly in the Desk.com agent view, allowing customers to receive help in any format. Desk.com provides the industry's most comprehensive multichannel support, allowing customers to deliver amazing customer service on every channel, including chat, email, self-service, social media, Web and now the phone.
  • New Desk Connect Completes the 360-Degree View of the Customer: New Desk Connect enables SMBs to create a single, comprehensive view of the customer by seamlessly syncing data from Desk.com support cases to Salesforce. As businesses grow and have more sophisticated customer service requirements, they now have an easy path to Salesforce Service Cloud from Desk.com with Desk Connect. In addition, App Hub partners can seamlessly integrate with Salesforce.

Salesforce Desk.com is generally available today and pricing starts at $30 per user per month. Desk Connect and telephony integrations are available in the Desk.com Plus plan with pricing starting at $50 per agent per month. Canvas technology is expected to be available in early 2015 and pricing will be announced at the time of general availability.