If you have a company that has to interact heavily with customers via a service desk, it helps to integrate some of these functions with Salesforce in order to make your life easier. Here are a few tools that can help you combine service desk functions with Salesforce.
This tool uses time metrics in order to figure out information about all users that use the service desk you’re using. It can also give advice on exactly how to improve your operations so that handle times go by faster, performance improves, and so that you get better customer satisfaction.
In particular you can track cases and actions in order to figure out where the bottlenecks are. Having a long wait time for customer service can be a serious problem for your business, so this tool can go a long way to helping you figure out how to get those wait times down.
Desk.com for Salesforce
This tool allows you to integrate your Salesforce information with Desk.com in order to connect your sales teams and support teams together. This way you can get a complete and detailed sense of what your customers need and how your company has bene interacting with each of them.
You can also use Chatter updates to keep employees from all sections in the know about support cases. The tool allows you to search through Contact or Account information about Salesforce in Desk.com, and send leads you have on Desk.com over to your Salesforce account. You can start Salesforce support cases for Desk.com customers as well.
For more information about customer service functions in Salesforce, please contact us.