Salesforce has long targeted SMBs with its Desk.com application for customer support, but on Wednesday the cloud powerhouse launched a new version of the software designed specifically for rapidly growing firms.
Dubbed Desk.com Business Plus, the new edition focuses on helping small and medium-size businesses scale their operations while also boosting customer retention and maximizing agent productivity.
Included in the new software is a feature called Customer Health Monitor, for instance, that sends early warnings to agents about potential dissatisfaction and recommends solutions to prevent customer attrition. If a customer contacts customer support for the second time in one month, say, the software sends the agent in question a special "retention risk" alert so he or she can work extra diligently to ensure a quick and positive resolution.
Desk.com Embed, meanwhile, is a mobile software development kit that allows companies to insert mobile support directly into any app. The result is that customers can easily access customer service without having to leave the app for another tool.
Then there are Desk.com's new Custom Controls, which give service managers a way to set limits on the actions a service agent can take on each case. A retailer that is adding temporary staff for the holidays, for instance, might not want to provide full access to all of them.
Finally, with an eye toward improving agent productivity, Desk.com's new Canvas tool allows companies to embed third-party apps directly into the Desk.com console, creating a customized user interface for agents with single sign-on for all of the apps included there.