Salesforce’s Help Desk via Social Media
Customer service for social networks, that’s what Saleforce.com (NYSE:CRM) is calling its social help desk platform. Desk.com provides a single agent for web, email and phone that integrates with social networks. A little help for all those using Facebook or Twitter. Services requests can come from any of these sources and Desk.com will keep the requests organized.
Salesforce.com acquired Assistly, which developed the new platform. Assistly’s vice president and general manager, Alex Bard, described it as “the new style of small business…” Instagram, with over 10 million mainly Twitter customers, has already signed up for Desk.com. Social media seems to be slowly replacing more traditional customer service reports Javelin Strategy & Research.
Bard says the platform is targeted towards small businesses and startups. A reporting feature, not yet introduced, will be able to provide a look at customer service activity and response times. Desk.com is available for $49 per month per agent with unlimited usage with a mobile version, or $1 per hour for part time agents.
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