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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

Contributing Writer

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