Desk.com, the social
and mobile help desk owned by Salesforce, rolled out in January and has already
been beneficial to many small and medium-sized businesses on the Web. Now the
company has released a slew of new analytics tools that will make the platform
even more useful.
Desk.com was built to give SMBs a single,
clean inbox to organize customer service requests among various channels such
as email, phone or social media. The solution’s new feature set, known as
Business Insights, offers a simple and affordable platform for companies that
may have fewer resources but still want to take advantage of the real-time
data that Desk.com can generate.
The data offered with Business Insights shows users how many
customer service requests have been opened, resolved, replied to, reassigned or
reopened, even if they are not the user originally assigned the case in
question. It also provides an efficient way to observe other insights such as which customer service methods are most well-received by customers, response
vs. resolution times, etc.
Users can also garner and share their Desk.com data
within their company through various means, including a dozen distinct,
pre-built, auto-generated reports and a number of different exporting tools. Business Insights is available now to all Desk.com