Desk.com Introduces Multilingual Support Features

Michael Garrity — Fri, 01 Jun 2012 17:00:00 GMT

Customer support software company Desk.com (part of the Salesforce family) just announced a major addition to its service offering. Starting June 6, it will offer its customers Multilingual Customer Support.

The new feature will allow teams to communicate with and provide support to customers using their preferred languages, ultimately growing a company’s global presence by improving their operations in areas outside of their home locations. Desk.com will support 39 different languages and regional dialects, including but not limited to French, German and Chinese.

Multilingual Customer Support is built for companies of all shapes and sizes, and it takes special measures to make sure that the process is as simple as possible for all of its customers. For instance, all incoming cases will be automatically routed to agents fluent in the user’s language. Various filters and rules will detect and establish language preferences based on case or customer attributes, and this preferred language will be the default for said customer when it comes to all future emails, phone and chat cases, tweets and Facebook posts.

The service will also publish a Desk.com customer’s internal knowledge base and customer-facing help center in multiple languages, so that agents always have the best answers available in all appropriate languages. This allows users to choose their preferred language from the help center.

It also comes with some built-in Translation Management features that help users efficiently maintain and coordinate additional content in multiple languages. So, when customers update content, Desk.com will automatically mark the accompanying content in other languages with an icon, letting them know where changes are required. All translations will be put in one location so that they can be easily edited in a side-by-side manner, and original articles will appear on the same page as the translation.

Gain Greater Business Insights from Desk.com

Michael Garrity — Wed, 04 Apr 2012 19:00:00 GMT

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 customers.

'Net Features : desk.com

Desk.com Introduces Multilingual Support Features

Gain Greater Business Insights from Desk.com