Call Center Software Featured Article

Desk.com: Making Customer Service Suck Less

By Julie Griffin
Contributing Writer

Salesforce.com (News - Alert) has launched a new product called Desk.com which will guarantee better customer service for its clients.

Even the most patient people have a snapping point. Want to test someone’s? Tell them to fly Continental Airlines, and then watch them as they call the airline with a service issue. Here they may experience what it is like to have their life put on hold, repeat personal problems over and over again to a series of different strangers—and have the experience set to a Kenny G soundtrack. Um, no thanks. That is why many voice their service complaints on Facebook, Twitter (News - Alert) or send e-mails.  

Certain companies, like Pandora, are eager to address customer concerns regardless of what type of media was used to voice complaints. Pandora’s (News - Alert) secret? Assistly. Assistly is a customer service tool that consolidates complaints from various portals using the cloud to filter everything into one clean system. Customer service representatives can access complaints regardless from where they came, and in addition, address customer needs in the order in which they arrive.

However, Assistly is geared towards bigger companies, so smaller companies eager to address customer needs would have had their customer service employees check each and every media venue in order to stay on top of complaints. Introducing Desk.com. Desk.com is brought to you by the creators of Assistly and is designed with smaller- to medium-sized businesses in mind. Desk.com costs about $49 a month per service representative. This may still seem costly, but unless you are Continental Airlines, you may not be able to afford to lose customers, and for many, bad customer service is a deal-breaker.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO East 2012, happening NOW in Miami, FL. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO registration click here.

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