SAN FRANCISCO, Feb. 26, 2015 /PRNewswire/ -- Salesforce [NYSE:
CRM], the Customer Success Platform and world's #1 CRM company,
today announced that Salesforce Desk.com is now available in more
than 50 languages and regional dialects. Desk.com is the all-in-one
customer support app that helps small businesses (SMBs) deliver
exceptional customer service across all channels, including phone,
email, web and social media. With new multi-language customer
support, Desk.com now enables SMBs to leverage customer service as
a competitive advantage as they extend their reach across the
globe.
Social, mobile and connected technologies have opened the door
for SMBs to easily engage with customers around the world. Studies
show that 72 percent of consumers would be more likely to buy a
product if information was available in their own language. In
addition, 56 percent of consumers say the ability to obtain
information in their native language is even more important than
price when they are considering a purchase1. However,
SMBs often struggle to support global customers due to language
barriers and limited resources.
Introducing New Desk.com Multi-Language Customer
Support
SMBs can now deliver exceptional customer service across the
globe with new Desk.com innovations, including:
- Global Self-Service Help Center: Improve customer
satisfaction by answering inquiries in a customer's preferred
language. The online self-service help center is now available for
SMBs to publish knowledge base articles in 53 languages, including
Arabic, Chinese, Danish, Finnish, French, German, Greek, Hebrew,
Hindi, Japanese, Portuguese and Swahili. A comprehensive list of
the languages and regional dialects supported by Desk.com is
available on the Desk.com blog.
- Global Agent Console: Translate the agent console into
Dutch, English, French, German, Italian, Japanese, Portuguese and
Spanish—boosting agent productivity by allowing them to work in the
their native language. SMBs can also improve support efficacy and
manage cases faster than ever before by using new language
recognition tools that automatically route service requests to
agents fluent in the specified language.
- Global Admin Tools:
Empower administrators to set up Desk.com rules and workflows in
their native language and distribute translated content to agents
around the globe. Admins will also be able to enforce and set
standards for best practices across globally distributed support
teams—all while working in their preferred language.
Comments on the News
- "Small businesses have an opportunity to create a very large
global footprint," said Sara Varni,
CMO, Salesforce Desk.com. "With Desk.com multi-language customer
support, even the smallest business can compete with multinational
companies by delivering global customer service at scale."
- "We are the world's largest destination for online courses, so
focusing on customer satisfaction is a no brainer," said
Alex Mozes, director of support,
Udemy. "With Desk.com, Udemy supports more than 12,000 instructors
and five million students around the world. And with localized
versions of our knowledge base, both team members and customers can
quickly find the answers they need, in the language they
prefer."
Fast-Growing SMBs Succeed with Desk.com
Desk.com is the all-in-one customer support app that empowers
fast-growing SMBs to deliver exceptional customer support and get a
help desk up and running in a few hours or days. Desk.com customers
on average experience a 38 percent increase in agent productivity,
36 percent increase in customer satisfaction, 27 percent decrease
in support costs and are able to deliver a 42 percent faster
response time according to Desk.com commissioned research. The full
report, "Desk.com Customer Survey: Results & Analysis," is
available here.
Customer Service that Scales with Business Growth
Salesforce has customer service solutions for any size
business—from the smallest companies to the world's largest
enterprises. Desk.com allows SMBs to differentiate themselves by
delivering personalized service experiences to outpace the
competition and drive growth. Salesforce Service Cloud, the world's
#1 customer service app, empowers enterprises to transform their
support organizations and exceed customer expectations by
delivering amazing customer service experiences anywhere and on any
device. As businesses grow and require more sophisticated customer
service practices, they have an easy path from Desk.com to Service
Cloud.
Pricing and Availability
- Salesforce Desk.com is generally available today and pricing
starts at $30 per agent, per
month.
- Desk.com multi-language customer support is generally available
today in the Pro plan and pricing starts at $60 per agent, per month.
- Desk.com admin tools are expected to be generally available in
the second half of 2015 and will be included in the Pro plan at no
additional charge.
- For a comprehensive list of the languages and regional dialects
Desk.com multi-language will support please visit
http://www.desk.com/blog/take-your-business-global-with-desk-com/.
Additional Information
- Learn more about Desk.com at http://www.desk.com/why
- Learn more about the languages and dialects supported by
Desk.com multi-language customer support at
http://www.desk.com/blog/take-your-business-global-with-desk-com/
Connect with Salesforce Desk.com
- Follow @Desk on Twitter
- Like Desk.com on Facebook: https://www.facebook.com/Desk
- Read the Desk.com blog: http://www.desk.com/blog/
About Salesforce
Salesforce, the Customer Success Platform and world's #1 CRM
company, empowers companies to connect with their customers in a
whole new way. For more information about Salesforce (NYSE:CRM),
visit: http://www.salesforce.com.
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 applications should make their purchase decisions based
upon features that are currently available. Salesforce 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://www.salesforce.com, or call
1-800-NO-SOFTWARE.
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1 Common Sense Advisory Report Can't Read, Won't Buy:
Why Language Matters on Global Websites
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