Desk.com beefs up features for SMBs with analytics tools
Just a few months after rolling out, Desk.com is getting bigger and better for its business customers with some snappy new analytics tools.
Owned and introduced by Salesforce.com at the end of January, Desk.com is a social and mobile help desk specifically targeted for small and mid-sized businesses. Basically, the platform organizes customer service requests from all channels (i.e. via phone, email, Facebook, etc.) neatly in a single inbox.
Thus, Desk.com's new Business Insights feature set is designed to be an affordable and easy-to-use platform for smaller businesses with less resources but still want to get as much as they can out of the real-time data being generated through this customer service solution.
Much of the data reflects how many customer service cases have been opened, resolved, replied to, reassigned, or reopened -- regardless of to whom the case was assigned. Furthermore, it gives businesses a very clear and quick way to see which customer service methods are most popular, response times versus resolution times, and more.
Along with an analytics dashboard, Desk.com customers can obtain and share their data in a variety of ways. That includes a dozen different types of pre-built, automatically generated reports as well as exporting tools for sharing reports on a company-wide basis.
The Business Insights tools are now available to all Desk.com customers.
Screenshot via Salesforce/Desk.com
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