customer

CustomerZone360 NEWS

Free eNews Subscription

Desk 360 Lets SMBs Compete with Large Enterprises for Customer Experience

By Michael Guta March 28, 2016

A recent study by Walker revealed customer experience is more of a differentiator than price or product when it comes to today's consumers. This presents many challenges because of the different touchpoints and channels consumers have at their disposal. Voice, video, email, chat, and SMS can now be accessed any time of day using smartphones, tablets or personal computers. The new Desk 360 has been designed with a platform that delivers a single pane of glass so SMBs can transform their customer support interactions into experiences consumers can remember.

As a SalesForce subsidiary, Desk 360 brings with it not only its own solutions, but the proven experience of its parent company in the enterprise sector. The goal of Desk 360 is to empower SMBs with similar tools enterprises have at their disposal to deliver superior customer experience, and do it more efficiently.

According to the company, it wants to solve the disconnect between agents and customers when addressing problems. Passing the buck by agents is no longer an option in today’s highly competitive and customer service centric environment. If an agent is not able to solve the problem a customer is looking to get resolved, there is a great likelihood they will go elsewhere.

Desk 360 will combine customer data, business-level reporting and proactive agent-based sales by integrating Salesforce's main customer relationship management (CRM) product, as well as its SalesforceIQ application.

Gartner has reported 89 percent of companies now expect to compete mostly on the basis of customer experience. Whether it is a large enterprise or an SMB, businesses now have to deliver by providing answers any time and on any channel without getting the run around from one agent to the next.
 

Desk 360 will be generally available in the second half of 2016.


 




Edited by Stefania Viscusi
Get stories like this delivered straight to your inbox. [Free eNews Subscription]

Contributing Writer

SHARE THIS ARTICLE
Related Articles

The Future of Customer Service? Vonage Integrates Generative AI into Conversational Commerce

By: Greg Tavarez    3/27/2024

Vonage, a cloud communications provider under Ericsson, today announced generative AI integration within its Conversational Commerce platform, powered…

Read More

Talkdesk and Verint Expand Partnership for Workforce Management

By: Tracey E. Schelmetic    3/26/2024

AI-powered contact center solutions provider Talkdesk, Inc. recently announced an expanded partnership with Verint to provide automated workforce mana…

Read More

German Multinational Henkel Expands Relationship with Adobe for Generative AI

By: Tracey E. Schelmetic    3/25/2024

Henkel, a German multinational chemical and consumer goods company, recently expanded its partnership with Adobe to advance Henkel's content supply ch…

Read More

CX Analyst Steve Blood Makes Move to Five9 to Amplify CX Leadership

By: Greg Tavarez    3/25/2024

Steve Blood will focus on shaping and elevating Five9's positioning as it expands its global leadership in customer experience.

Read More

Uniphore Doubles Down on GenAI with Powerful New Interaction Analytics Solution

By: Greg Tavarez    3/22/2024

Uniphore upgraded its U-Analyze analytics tool, now powered by generative AI, to address a common pain point: how to leverage a company's own data for…

Read More