Desk.com from Salesforce.com

Very Good Customer Service Capabilities in an Fast and Easy to Deploy Package

This week’s report is our Product Evaluation of Desk.com, Salesforce.com’s customer service offering for very small, small, and mid-sized businesses as well as for small departments in larger organizations. The product is based on technology that came to Salesforce.com In its acquisition of Assistly in September of 2011.

From positioning, pricing, and packaging perspectives, Desk.com is an entry-level customer service application. The smallest organizations can purchase subscription licenses for its core case management capabilities on email, telephone, Facebook, and Twitter channels for $3 per user per month for up to three users. Its next price point is $30 per user per month to add chat, knowledge management, community, web self-service, and reporting capabilities and an API for integrating external apps. $50 per user per month adds more users and support for multiple languages and multiple brands.

Desk.com’s customers are exactly small and fast growing companies. The list of reference customers provides a good idea about the kinds of companies that are best fits. Some of them are:

  • BarkBox
  • HotelTonight
  • One Kings Lane
  • SoundCloud
  • Susty Party
  • ZenPayroll
  • Volotea

For example, here’s the web self-service site for Volotea, a low cost and charter airline based in Barcelona, Spain that serves small and medium sized cities in Europe.

volotea

© 2014 Volotea

Top Two Takeaways

Our top two takeaways from our research are Desk.com offers:

  • Fast and easy deployment
  • Rich customer service capabilities

Let’s take a closer look at why.

Fast and Easy Deployment

As we expected for an entry-level app, Desk.com is easy to learn and easy and fast to deploy.

We took the “Free Trial” offered to any business on http://www.desk.com, learned how to deploy and use the product, configured it to support our evaluation, and used its facilities (almost) as if we were a customer service organization. Note that trial deployments are preconfigured for a one-agent customer service operation. It was absolutely fast and easy. Case management on a packaged agent UI works out-of-the-box.

Knowledge management capabilities are built-in, too, but, of course, you’ll have to populate the knowledgebase with relevant knowledge items. Desk.com helps with samples and predefined, configurable “Topics” for categorizing them. Web self-service also works out-of-the-box on a packaged but configurable UI. We did some very basic configuration for the self-service UI below.

kramermitch support center

Rich Customer Service Capabilities

We found Desk.com’s customer service capabilities to be way more than entry-level, especially case management. For example, the Table, below, shows the predefined fields of Desk.com’s Case objects. The product packages application services that support all of the fields. The large number of date/time fields demonstrates the breadth and depth of case management capabilities.

Desk.com Case Objects
Field Description
ID String identifier for this object
External_ID Unique identifier to reference this case to an external system
Blurb Short summary of, or excerpt from, the case
Subject Subject of this case
Priority Number between 1 and 10 (1 being lowest priority)
Description Case description or background information
Status Current state of the case: new, open, pending, resolved, closed
Type Channel of the case source: chat, Twitter, email, Questions and Answers, Facebook, or telephone
Labels Labels associated with this case
Label_IDs Label ids associated with this case
Language The case’s ISO language code: EN, FR, DE, IT, JA, SP
Custom_fields Deployment-specific fields
Created_at Date/time this case record was created
Updated_at Date/time this case record was last updated by any action
Changed_at Date/time this case was last updated by a user
Active_at Date/time this case was last active
Received_at Date/time the most recent message was received
Locked_until Date/time the lock on this case will expire
First_opened_at Date/time this case was first opened
Opened_at Date/time this case was most recently opened
First_resolved_at Date/time this case was first resolved
Resolved_at Date/time this case was most recently resolved

Table 1. Predefined fields in Desk.com’s Case objects

Worth a Closer Look

Desk.com is an impressive offering. Its fast and easy deployment and rich customer service capabilities could make it a best fit as your business’s first cross-channel customer service app. And, it can grow with you to the point where you have a staff of several dozen-customer service agents. Take a closer look. Read our Product Evaluation Report.

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