Salesforce has integrated its Desk.com and SalesforceIQ solutions so that the customer service and sales representatives at the small businesses that use these tools can access and share relevant customer data. This integration is available for free starting today for customers using Desk.com Pro and Business Plus Editions and SalesforceIQ Growth and Business Plans.
Desk.com, a Salesforce solution that the company got via acquisition, is an existing Salesforce customer support application aimed at small businesses. SalesforceIQ is the salesforce app for small businesses that the company launched two months ago at its Dreamforce event.
The company yesterday provided me with a demonstration of how the now integrated solutions work together.
On the agent side the Desk.com interface can display voice calls, email, Twitter, and Facebook (News - Alert) communications to and about the Salesforce client company. Some of these interactions were marked as urgent, others had other directions as to priority. The agent during this demo opened the customer request marked urgent was presented with the actual customer request as well contact information for that customer, the customer’s past issues, where in the sales process that customer is, how much revenue the customer represents, and information showing that the customer’s sales rep has not talked to that customer in 21 days but is scheduled for a meeting tomorrow. So, to make sure the customer has the best possible experience, and that the sales rep is aware of and ready to discuss the issue if needed, the agent makes of note of the interaction and status.
That way, when the sales rep logs on to SalesforceIQ and looks at the Opportunities tab, the rep can see that information, as well as customer information, status, revenue, etc.
“At a small business when you’re starting out it’s really important to get these two key departments connected from the very beginning,” said Hana Mandapat, marketing director of Salesforce Desk.com.
Edited by Kyle Piscioniere