I’ve been on a bit of a service-related binge lately, studying for my Service Cloud exam and working with lots of clients on projects to help them better service their customer base.
When working with smaller companies, I’ve found myself spending more and more time talking about Desk.com. Here are the 4 things I really love:
1. Impressive out-of-the-box functionality
Desk.com provides quite impressive functionality, like case management (including Twitter), knowledge base, live chat and a mobile client.
With all this functionality I could easily see companies being able to establish a service presence in days rather than months.
2. Easy automation
This was one area that really impressed me.
The inbuilt rules engine is very similar to Salesforce’s own workflow and automation tools. This means that evolving business logic to provide better customer service is just as quick and easy as it is in Salesforce.
Gamification is a hot topic right now (check out our blog posts on gamification!) – so I was pleasantly surprised to see it was built in to Desk.com.
I think gamification in the service space is great way to encourage the right behaviours when it comes to dealing with your customers.
4. Salesforce integration
A lot of the value of Desk.com comes from being able to piggyback off your Salesforce data. The Salesforce integration means there’s just once central customer database, saving organisations (and their information architects) hours and hours of time.
It also offers the opportunity to use a hybrid service model – for example, using Service Cloud for standard support, and Desk.com for premium support. And because of the Salesforce integration, there’s still just one customer database.