Desk.com

Desk.com is a saas help desk and customer support product accessible through the cloud. Desk.com is owned by Salesforce.com and was previously known as Assistly. Desk.com is headquartered in San Francisco, California.

History

After being was acquired by Salesforce.com for $50 million in 2011 ^[1] Assistly was re-branded as Desk.com in 2012 ^[2] as a "slick social customer support software". ^[3]

Product

Desk.com is a Saas customer service application. The product differentiates itself from Salesforce's other service platform in that Desk.com specifically targets small businesses with its features and functions. ^[4] Desk.com integrates with a variety of products and third-party applications including Salesforce CRM, Salesforce IQ,^[5] Atlassian JIRA, Mailchimp ^[6] and other apps. Desk.com also supports up to 50 languages. ^[7]

The Desk.com product has the following features.

• Multi-channel capabilities for handling customer requests
  • Self-service portal
  • Knowledge base
  • Live chat
  • Email
  • Twitter
  • Callback
• An agent-to-customer communication interface, available as web application and mobile app
• A unified support queue combined with flexible and extensible business rules
• Integration with Salesforce and various other products including Slack and Jira
• Live support software to facilitate chat between agents and customers requesting support

Major Releases and Features

Desk.com Business Insights is the company's analytics feature that comes with pre-configured reports and customized business intelligence accessible by all team members. ^[8] Customer Health Monitor monitors designated customer service metrics to warn of potential customer service issues. Canvas allows for the embedding of third party apps within the Desk.com console. Embed is Desk.com’s mobile SDK allowing integration of mobile support into mobile applications.

References

1. "Salesforce Buys Customer Service SaaS Assistly For $50M To Reach Small Businesses". Techcrunch. Retrieved 2011-09-21.
2. "Assistly Is Now Desk.com". Desk.com. Retrieved 2012-12-30.
3. "Salesforce launches Desk.com, slick social customer support software based on Assistly". Venturebeat. Retrieved 2012-01-30.
4. "Salesforce sweetens the deal for growing SMBs with new Desk.com edition". PC World. Retrieved 2015-01-07.
5. "Customer Relationship Software for Small Businesses". Salesforce.com. Retrieved 2015-02-01.
6. "Mailchimp for Desk.com". Desk.com. Retrieved 2015-02-01.
7. "Desk.com steps up global focus". Computerworld. Retrieved 2015-02-26.
8. "Desk.com launches new tool to provide firms with insights to boost their customer support". The Next Web. Retrieved 2014-01-14.