The instant customer service tool that is especially geared towards SMEs is designed to enable businesses to work with customers over any social networking site instantaneously. The all-in-one desktop application also provides a social help desk to make it easier to integrate social networks with support channels, like email and phone.
The new tool helps provide a way for business to deliver more personalised customer service by making help easy to access by mobile or through social networking sites.
Small businesses must focus on providing excellent customer service in order to compete with larger businesses, salesforce.com says. Customers may often expect a personal approach from a small or medium business and SMEs should try their best to meet that expectation.
"We built Desk.com so that every company can deliver personal customer service in a social and mobile world. Desk.com is social at its core; its mobile app instantly lets any employee, anywhere, deliver customer service; and it can be deployed quickly and easily," said Alex Bard, vice president and general manager, Desk.com.
As most consumers spend a quarter of their time on social sites investing and creating a social way for consumers to seek out customer service can help small businesses keep customer interest.
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