Fast, personal service across every channel? Today’s customers expect it, but most SMBs aren’t equipped to meet those lofty expectations. Never fear – Change is here! Today Salesforce announced an exciting new integration between Desk.com and SalesforceIQ that delivers smarter customer service and sales for SMBs. Now service and sales teams can use data science… Read more »
Over the last 25 years, customer service has been reinvented multiple times because of the rise of the internet. Email support was the big thing for almost ten years until the social shift and rise of Facebook, Twitter, and reviews on Amazon. But among all these modern communication platforms, the very first customer service technology… Read more »
Ever ask someone what the most valuable asset of a company is? Most people would probably name employees, customers, or product — all of which are valid answers — but the most valuable asset a company has is its data. Without data, how do you know who to hire? How do you know where to… Read more »
Ask any Desk.com customer what they love best about our customer support tool, and chances are they’ll say Macros. These customizable shortcuts perform a series of actions with just one click. With Macros, you can set a case status, label it, assign that case to a group, and even add in some customized text –… Read more »
We all know that honesty is the best policy, but did you know only 4% of your customers will actually tell you if they’re unhappy? That means 96% of your customers might be bottling up any dissatisfactions. Talk about passive-aggressive! Sure, there are tools available to help businesses understand how customers feel about their company… Read more »
Only days after introducing the ability for enterprises to embed its popular support delivery service into their mobile applications, Saleforce.com Inc. hopes to extend the same benefits to customers of the slimmed-down edition for small- and medium-sized businesses. Except, that is, the other way around. The update to Desk.com brings the option to embed partner-developed… Read more »
It’s no secret that we’re always looking to give our customers the most choice when it comes to extending their Desk.com customer service environments. We haven’t figured out how to make Desk.com wash windows –yet– but if you’re looking for an integration to add telephony, chat, or even tutorials for your help center content, there’s… Read more »
Our customers tell us all of the time how much they love Desk.com’s intuitive workflow and UI. However, as they grow and become more successful they often come to the point where they want more freedom to define their own workflows and processes. We get it, our feelings aren’t hurt. That’s why we’re thrilled to… Read more »
True or false – auto-acknowledgments are just meant to let your customer know that you’ve received their question? Don’t answer, it’s a leading question. :) Indeed, auto-acknowledgements are an extremely handy tool that lets your customers know that you’ve received and are working on their request. If you don’t have one set up yet, see… Read more »
OMG, LOL, GR8. It’s hard to imagine a world without cell phones, and for many people, texting is the preferred way to communicate. But when it comes to reaching a customer service agent, it’s not quite as easy as just sending a text to your favorite company to get instant support. Until now. Teckst is… Read more »
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