Salesforce.com offers two case management solutions, Desk.com and Service Cloud. But how do you know which product is right for your business?
Part 1 of a series of 3 blogs about Service
We all know that customer service is an essential part of the business and this has never been more relevant or important than with today’s tech-savvy customer. Your customers want to be able to connect with you if they have a problem or a question, they want a choice of communication channels, they want someone to listen and respond to them – and they want it now. Using a case management tool can greatly improve overall productivity as well as boost customer service agent productivity, but most importantly can provide your customer with outstanding customer experience.
Salesforce.com offers two case management solutions, Desk.com and Service Cloud. But how do you know which product is right for your business?
Desk.com or Service Cloud?
Both Desk.com and Service Cloud will help to make your support agents more productive. Both provide intuitive tools and console-style user interfaces to enable agents to quickly respond to Customer requests. Both can deliver support across email, phone, chat and social channels. Both provide rich knowledge base content and provide self-service support to your customers.
When you choose a customer service solution you need to be sure it will scale as your company grows.
Desk.com is considered the ‘starter’ app and is ideal for the small and growing business who want to come off an email and introduce a ticketing system that’s quick and easy to set up. Desk offers an all-in-one support solution with some really great features and functionality, including integration with salesforce.com to increase consolidated communication with your customers.
As your business grows, your support needs will too and the additional features, customization and integration capabilities of Service Cloud may need to be considered.
Service Cloud gives you the support basics included in Desk and additionally, delivers the full power and flexibility of Salesforce to your business. Having sales and service on a single platform gives you a true 360-degree view of the customer. It’s a great choice for companies looking for a robust, customizable, integrated approach to service.
Thankfully, with Salesforce shared a data model, upgrading from Desk to Service Cloud is easy as there’s no need to move data from one system to another.
For pricing options visit
http://www.desk.com/pricing
http://www.salesforce.com/crm/editions-pricing-service.jsp
Part 2 of this series will feature the Desk.com app and Part 3 will take a closer look at Service Cloud.
