Salesforce Rolls Out New Desk.com Innovations

CRM giant Salesforce just rolled out the latest edition of its customer support app for small to midsize businesses. Desk.com Business Plus aims to help companies scale to meet ever-changing customer demands.

HereEUs the pitch: Company growth is not just a matter of attracting new customers -- it's also about retaining existing ones. Of course, thatEUs not a new idea but Salesforce does have a new stat: Companies that prioritize the customer experience generate 60 percent higher profits than their competitors.

Many SMBs face challenges scaling support systems when they use traditional CRM (customer relationship management) solutions because those solutions donEUt offer much flexibility, according to the company. Salesforce is proposing Desk.com as the answer for SMBs that want to deliver personalized customer service that spurs topline growth.

EUAt Desk.com, we believe that every interaction is an opportunity to deliver awesome service to customers," said Leyla Seka, general manager and senior vice president of Desk.com, Salesforce. The company works to help SMBs deliver this from three angles: customization, control and insights that make agents more productive.

Four New Innovations

There are four new innovations in Business Plus: Customer Health Monitor; Canvas; Customer Controls; and Embed. HereEUs a quick look at each:

Customer Health Monitor works to makes one-to-one customer retention scalable by sending warnings to agents about potential dissatisfaction. The tech also recommends solutions to prevent customer attrition. If a customer contacts support more than once a month, for example, the agent is alerted.

Canvas allows companies to embed third-party apps directly into the Desk.com console, creating customized user interfaces. The idea is to help agents be more productive by completing regular actions, like status checks and refunds, instantly within Desk.com.

Custom Controls lets service managers set limits on the actions a service agent can take on each case. For example, a retailer that doesn't want...

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