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Gain Greater Business Insights from

Posted on 4.03.2012, 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. 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 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 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 customers.

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