Product Overview of Desk.com
What is Desk.com?
Desk.com is a Software as a Service (SaaS) customer service application built on the Salesforce platform, specifically designed to support small businesses and growing support teams. Acquired by Salesforce in 2011, Desk.com is positioned as an entry-level yet powerful customer support solution that can be scaled up to enterprise-level capabilities.
Key Features and Functionality
Universal Inbox
Desk.com allows support agents to view and respond to all customer inquiries from a single interface, known as the Universal Inbox. This includes access to email, Twitter, Facebook, chat, phone, and discussion boards, making it easy to manage customer interactions across multiple channels.
Automation and Workflow
The platform enables the automation of customer service processes through business rules, macros, and case filters. These features help in categorizing and prioritizing cases, auto-assigning tasks, and setting case status and priority levels. Macros can be used to issue standard responses or perform simultaneous actions, enhancing the efficiency of customer support operations.
Social Media Integration
Desk.com integrates seamlessly with social media platforms such as Facebook and Twitter, allowing support teams to monitor and respond to customer inquiries and issues directly from these channels. This ensures that customer support is provided where customers are most active.
Mobile Support
The application is mobile-friendly, with apps available for Android, iOS, and BlackBerry devices. This mobility feature enables support agents to respond to customer inquiries and manage support tasks from anywhere, at any time.
Customer Profiles and History
Desk.com allows agents to access comprehensive customer profiles, including past and pending issues, contact information, and company data. This enables personalized responses and better customer service. Integration with Salesforce also provides real-time access to customer information.
Reporting and Analytics
The platform offers robust reporting and analytics tools, providing insights into case volume, interaction volume by channel, response time, service levels, and agent performance. Customizable reports and dashboards help in tracking key metrics and identifying areas for improvement.
Multi-Lingual Support
Desk.com supports customer interactions in multiple languages, with around 36 languages and variations available. This feature allows agents to respond to customers in their native language, enhancing the overall customer experience.
Custom Support Center
Users can create a custom Support Center using the Desk editor, which includes features like contact forms, community discussions, and the ability to customize the design using CSS and HTML. This helps in providing self-service options for customers and aligning the support center with the company’s website.
Advanced Integrations and Workflows
Desk.com offers advanced integrations with other tools and workflows, including pre-built integrations with partners and custom agent roles and permissions. The Business Plus version includes features like Single Sign On for agents and administrators, and unlimited multi-brand support.
Versions and Pricing
Desk.com is available in several versions, each with varying features and pricing. The versions range from a basic plan starting at around $25 per month to more advanced plans that can go up to $140 per month per user. The higher-tier plans include additional features such as custom agent roles, advanced workflow rules, and unlimited page layouts.
In summary, Desk.com is a versatile and powerful customer service platform that helps small businesses and growing support teams manage customer interactions efficiently across multiple channels, automate support processes, and provide personalized and multilingual support. Its scalability and integration with Salesforce make it a robust solution for customer service needs.