|By PR Newswire||
|August 5, 2014 10:10 AM EDT||
SAN FRANCISCO, Aug. 5, 2014 /PRNewswire/ -- Salesforce.com (NYSE: CRM), the world's #1 CRM platform, today introduced the next generation Salesforce Desk.com Support Center, empowering fast-growing companies to transform customer service with video. With the new Video Support Center, any fast-growing company can now deliver video to customers for self-service support from Desk.com. Fast-growing companies including Asana, GetFeedback.com and Susty Party are leveraging Desk.com, the all-in-one customer support app to increase customer satisfaction.
Comments on the News:
- "If a picture is worth a thousand words, a video is priceless," said Leyla Seka, GM and SVP, Salesforce Desk.com. "Today customers expect video when it comes to customer service. Now any fast-growing company can use video to provide awesome customer service with Desk.com."
- "Video is one of the most effective means of providing self-service support," said Kraig Swensrud, founder, GetFeedback.com. "The addition of video as a new Desk.com customer service channel—alongside mobile, social and web—will provide an even better experience for our customers who are looking for fast, clear answers to their support questions."
- "Video is a powerful tool for brands to connect with customers and we're seeing that at all levels at Vimeo, from highly produced branded films to product demo videos," said Michael Weissman, general manager of Creator Platform, Vimeo. "As a Desk.com customer and video hosting platform, we've been integrating videos into support articles and understand first hand its value. We're excited to be part of the new Video Support Center and empower other businesses with Vimeo's affordable professional grade tools to create beautiful, well-crafted video for product overviews, how-to guides, troubleshooting and more."
Transforming Customer Service with Video
The always-connected customer wants fast access to answers, and they will no longer sift through text-heavy documentation or use poor web search tools to find them. Today's fast-growing companies want to provide self-service video to customers to empower them to find answers and resolve issues on their own. The self-service video opportunity is a game changer for companies since there will more than 1.5 billion Internet video users by 2016, according to a report from Cisco.
With the Desk.com Video Support Center, fast-growing companies can add video content from any of the leading video platforms to their online customer service strategy to empower customers to find instant, visual access to help. When self-service support is done right, it can not only lower costs and improve productivity but lead to more satisfied customers.
The new Desk.com Video Support Center includes:
- Rich Video Content in a Click: With new rich, embedded video support, companies can now deliver more value to customers and agents, all in a click to transform customer service assets beyond simple text support articles.
- Custom Help Center Design Templates: New responsive templates allow agents to quickly and easily create video help centers in a few clicks that reflect the company's unique brand and can be accessed from any device, at any time.
- Advanced Knowledge Reports: Customer service managers now have new reports and metrics, including video performance, within Business Insights to ensure support teams are deploying the best content for case resolution paired with the most relevant self-service assets available to customers.
In addition, Desk.com customers with a subscription to Vimeo PRO can now embed its HD video player anywhere without disruptive advertising to get in the way of self-service support. Customers will be able to completely customize the player to meet their business needs and use its advanced statistics to understand which videos are most successful according to parameters such as video engagement and country.
Customer Service is the Competitive Advantage
More than 50 percent of small businesses fail in the first five years, according to the Small Business Administration. To avoid being among this statistic, companies must differentiate themselves by delivering exceptional customer service to outpace the competition and drive growth. In fact, this is the #1 priority for emerging businesses, according to a recent Desk.com customer survey.
Fast-growing companies including Asana, GetFeedback.com and Susty Party are leveraging Desk.com, the all-in-one customer support app to increase customer satisfaction. Desk.com empowers companies to instantly deliver amazing customer support across all channels—email, web, phone, mobile and social. Customers on average experience a 42 percent faster response to customers, 38 percent increase in agent productivity, 27 percent decrease in support costs and 36 percent increase in customer satisfaction, according to a Desk.com commissioned customer survey. The full report, "Desk.com Customer Survey: Results & Analysis," is available here.
Pricing and Availability
- Salesforce Desk.com is generally available today with pricing starting at $30 per month, per agent. Desk.com Video Support Center is included with the Desk.com subscription.
About Salesforce Desk.com
Salesforce Desk.com, a division of salesforce.com, is the all-in-one customer support app for fast-growing companies.
Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase salesforce.com applications should make their purchase decisions based upon features that are currently available. Salesforce.com has headquarters in San Francisco, with offices in Europe and Asia, and trades on the New York Stock Exchange under the ticker symbol "CRM." For more information please visit http://salesforce.com, or call 1-800-NO-SOFTWARE.
© 2014 salesforce.com, inc. All rights reserved. Salesforce, Salesforce1, Sales Cloud, Service Cloud, Marketing Cloud, AppExchange, Salesforce Platform, and others are trademarks of salesforce.com, inc. Other brands featured herein may be trademarks of their respective owners.
"Safe harbor" statement under the Private Securities Litigation Reform Act of 1995: This press release contains forward-looking statements related to, among other things, our plans for features and services in development. The achievement or success of the matters covered by such forward-looking statements involves risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions prove incorrect, the company's results could differ materially from the results expressed or implied by the forward-looking statements we make. Further information on factors that could affect the company's results is included in the reports on Forms 10-K, 10-Q and 8-K and in other filings we make with the Securities and Exchange Commission from time to time, including the company's most recent Form 10-K. These documents are available on the SEC Filings section of the Investor Information section of the company's website at www.salesforce.com/investor. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements, except as required by law.
19th Cloud Expo, taking place November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, will feature technical sessions from a rock star conference faculty and the leading industry players in the world. Cloud computing is now being embraced by a majority of enterprises of all sizes. Yesterday's debate about public vs. private has transformed into the reality of hybrid cloud: a recent survey shows that 74% of enterprises have a hybrid cloud strategy. Meanwhile, 94% of enterpri...
Aug. 26, 2016 05:00 AM EDT Reads: 3,011
Kubernetes, Docker and containers are changing the world, and how companies are deploying their software and running their infrastructure. With the shift in how applications are built and deployed, new challenges must be solved. In his session at @DevOpsSummit at19th Cloud Expo, Sebastian Scheele, co-founder of Loodse, will discuss the implications of containerized applications/infrastructures and their impact on the enterprise. In a real world example based on Kubernetes, he will show how to ...
Aug. 26, 2016 03:15 AM EDT Reads: 1,399
Personalization has long been the holy grail of marketing. Simply stated, communicate the most relevant offer to the right person and you will increase sales. To achieve this, you must understand the individual. Consequently, digital marketers developed many ways to gather and leverage customer information to deliver targeted experiences. In his session at @ThingsExpo, Lou Casal, Founder and Principal Consultant at Practicala, discussed how the Internet of Things (IoT) has accelerated our abil...
Aug. 26, 2016 02:15 AM EDT Reads: 1,940
With so much going on in this space you could be forgiven for thinking you were always working with yesterday’s technologies. So much change, so quickly. What do you do if you have to build a solution from the ground up that is expected to live in the field for at least 5-10 years? This is the challenge we faced when we looked to refresh our existing 10-year-old custom hardware stack to measure the fullness of trash cans and compactors.
Aug. 26, 2016 01:30 AM EDT Reads: 1,663
Extreme Computing is the ability to leverage highly performant infrastructure and software to accelerate Big Data, machine learning, HPC, and Enterprise applications. High IOPS Storage, low-latency networks, in-memory databases, GPUs and other parallel accelerators are being used to achieve faster results and help businesses make better decisions. In his session at 18th Cloud Expo, Michael O'Neill, Strategic Business Development at NVIDIA, focused on some of the unique ways extreme computing is...
Aug. 26, 2016 01:15 AM EDT Reads: 2,007
The emerging Internet of Everything creates tremendous new opportunities for customer engagement and business model innovation. However, enterprises must overcome a number of critical challenges to bring these new solutions to market. In his session at @ThingsExpo, Michael Martin, CTO/CIO at nfrastructure, outlined these key challenges and recommended approaches for overcoming them to achieve speed and agility in the design, development and implementation of Internet of Everything solutions wi...
Aug. 26, 2016 01:00 AM EDT Reads: 1,947
DevOps at Cloud Expo, taking place Nov 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with 19th Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The widespread success of cloud computing is driving the DevOps revolution in enterprise IT. Now as never before, development teams must communicate and collaborate in a dynamic, 24/7/365 environment. There is no time to wait for long dev...
Aug. 26, 2016 12:45 AM EDT Reads: 2,249
Cloud computing is being adopted in one form or another by 94% of enterprises today. Tens of billions of new devices are being connected to The Internet of Things. And Big Data is driving this bus. An exponential increase is expected in the amount of information being processed, managed, analyzed, and acted upon by enterprise IT. This amazing is not part of some distant future - it is happening today. One report shows a 650% increase in enterprise data by 2020. Other estimates are even higher....
Aug. 26, 2016 12:30 AM EDT Reads: 2,898
I wanted to gather all of my Internet of Things (IOT) blogs into a single blog (that I could later use with my University of San Francisco (USF) Big Data “MBA” course). However as I started to pull these blogs together, I realized that my IOT discussion lacked a vision; it lacked an end point towards which an organization could drive their IOT envisioning, proof of value, app dev, data engineering and data science efforts. And I think that the IOT end point is really quite simple…
Aug. 25, 2016 11:45 PM EDT Reads: 2,284
Aspose.Total for .NET is the most complete package of all file format APIs for .NET as offered by Aspose. It empowers developers to create, edit, render, print and convert between a wide range of popular document formats within any .NET, C#, ASP.NET and VB.NET applications. Aspose compiles all .NET APIs on a daily basis to ensure that it contains the most up to date versions of each of Aspose .NET APIs. If a new .NET API or a new version of existing APIs is released during the subscription peri...
Aug. 25, 2016 10:45 PM EDT Reads: 1,868
Today we can collect lots and lots of performance data. We build beautiful dashboards and even have fancy query languages to access and transform the data. Still performance data is a secret language only a couple of people understand. The more business becomes digital the more stakeholders are interested in this data including how it relates to business. Some of these people have never used a monitoring tool before. They have a question on their mind like “How is my application doing” but no id...
Aug. 25, 2016 10:15 PM EDT Reads: 1,715
Identity is in everything and customers are looking to their providers to ensure the security of their identities, transactions and data. With the increased reliance on cloud-based services, service providers must build security and trust into their offerings, adding value to customers and improving the user experience. Making identity, security and privacy easy for customers provides a unique advantage over the competition.
Aug. 25, 2016 09:15 PM EDT Reads: 2,202
Qosmos has announced new milestones in the detection of encrypted traffic and in protocol signature coverage. Qosmos latest software can accurately classify traffic encrypted with SSL/TLS (e.g., Google, Facebook, WhatsApp), P2P traffic (e.g., BitTorrent, MuTorrent, Vuze), and Skype, while preserving the privacy of communication content. These new classification techniques mean that traffic optimization, policy enforcement, and user experience are largely unaffected by encryption. In respect wit...
Aug. 25, 2016 09:00 PM EDT Reads: 1,700
Using new techniques of information modeling, indexing, and processing, new cloud-based systems can support cloud-based workloads previously not possible for high-throughput insurance, banking, and case-based applications. In his session at 18th Cloud Expo, John Newton, CTO, Founder and Chairman of Alfresco, described how to scale cloud-based content management repositories to store, manage, and retrieve billions of documents and related information with fast and linear scalability. He addres...
Aug. 25, 2016 06:30 PM EDT Reads: 1,936
Is the ongoing quest for agility in the data center forcing you to evaluate how to be a part of infrastructure automation efforts? As organizations evolve toward bimodal IT operations, they are embracing new service delivery models and leveraging virtualization to increase infrastructure agility. Therefore, the network must evolve in parallel to become equally agile. Read this essential piece of Gartner research for recommendations on achieving greater agility.
Aug. 25, 2016 05:15 PM EDT Reads: 697