Desk.com Blog

Learn customer support strategies from our customers, partners, and expert bloggers.

Blog Entries

Grow Your Business With Customer Service

Customer service has evolved considerably over the years – from single channel call centers to multichannel contact centers with the emergence of cloud technologies and onward to customer engagement hubs with the proliferation of social channels.  Now, customer service has gone mobile with well over 1.4BN smartphones in the world today, rising to over 4BN… Read more »

Announcing Next Generation Business Insights for Desk.com

At Desk.com, we have always believed in providing our customers with cutting edge, industry leading functionality – from an out-of-the-box setup, to an intuitive superfast agent interface.  Today, we are excited to announce New Business Insights, Desk.com’s next generation Reporting and Analytics.  Desk.com is the only customer service application on the market today to offer… Read more »

4 Creative Ways to Drive Traffic To Your Knowledge Base

Knowledge bases are worthless if nobody is using them – that’s why you need to focus on driving traffic to your site. Not only that, if you’re not focusing on getting customers to your site, chances are you’re probably not thinking about self-service much to begin with. Once you have selected your customer support solution… Read more »

Desk.com Customer Wow Team Nominated for a Stevie

We have the privilege of working with amazing companies that value the importance of customer support.  These companies understand how a customer’s experience can make or break the success of their business.  The support teams at these special companies wow their customers by responding quickly, providing insightful answers and by going the extra mile, ultimately… Read more »

Tips on Getting Started With Knowledge Base Content for Your Online Support Center

A knowledge base is the most critical part of your online support center. However, everyone that has experience in customer service understands that creating knowledge base content is a daunting task. Endless Excel docs, ongoing customer interviews and especially hours upon hours of research and documentation. However, with a streamlined process and good management, it can become a little… Read more »

Why TinderBox Moved to Desk.com and the Salesforce1 Platform

At Salesforce, we believe that if you harness the power of cloud, social and mobile technologies, you can connect with your customers in entirely new ways to become what we call a “Customer Company.” Nearly a year ago, Desk.com’s customer, TinderBox, made the decision to move from their old customer support solution to the Salesforce1… Read more »

Turn Support Agents Into Holiday Heroes By Triaging Cases

One of the biggest mistakes you can make during the holidays is not providing a process for your support team to efficiently and effectively handle all of your incoming cases. Unfortunately, an inbox full of hundreds of customer inquiries that grows by the hour has the ability to slow any agent down. An effective process… Read more »

3 Amazing, New Top-Requested Desk.com Features

At Desk.com, our product team works hard to serve the needs of the customer. After months of gathering feedback, our developers have gone above and beyond to build the tools our customers have been asking for. This week, we’re bringing you a triple whammy of three top-requested features. We are pleased to announce: Label Color… Read more »

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