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 »
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 »
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 »
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 »
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 »
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 »
Meet ParkWhiz! These tech wiz’s out of Chicago are making parking suck a little less each day. Here to tell their story as it pertains to Desk.com is Mason Pain, a Customer Experience Manager. ParkWhiz is an organization of 20 people dedicated to reducing the hassle of your everyday parking needs. Our website, and mobile… Read more »
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 »
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 »
It’s that time of year again. That beautiful, glorious time of year when San Francisco swells with thousands of people from all over the globe coming together to interact and innovate the future of all industries. For Desk.com, this is a pinnacle time in our company’s history as we launch several releases, never before seen… Read more »
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