|Description||The Social Help Desk|
|Series A, 4/2010 |
|Series B, 1/2011 |
Kenny Van Zant
Desk.com makes it easy for teams and Whole Companies to support customers right from the browser, via email, phone, chat, web, Facebook and Twitter.
The company provides hosted, cloud-based customer service platforms for delivering what the company calls “awesomely responsive” customer service. The company’s all-in-one system helps businesses of all sizes listen to and support customers in real time via email, self service FAQs, chat, and social networks like Twitter.
Founded in 2009 by customer service automation veterans Alex Bard, Gary Benitt, Brad Birnbaum, and Jeremy Suriel, the venture-funded company released its first product in September 2010. It has been adopted by leading customer-oriented brands, including Twitter, DirecTV, Bonobos, and Grooveshark.
Desk.com’s products emphasize social networking, whole company support, powerful agent tools, and web-based self-service. The Desk.com product is a real-time hosted system for both customer interaction management (CIM) and social customer relationship management (SCRM). The platform lets companies bring in support requests from multiple channels – Twitter, email, live chat, discussion forums, and so on – and consolidate them in one collaborative desktop that can be accessed by anybody in the organization. The system supports detailed case management (customer profiles, history, dispositioning, tracking) and interaction management (chat, email, callbacks, self service, knowledge base, twitter, etc.).
Desk.com’s built-in support for social networks makes it easy for companies to extend their support footprint to social channels like Twitter. Extensive web-based knowledge bases and Q&A discussion forums lower the cost of support and allow customers to help themselves. Usage-based pricing make it easy for companies to deliver support across all departments, not just customer service. Collaborative tools and unlimited flexible agent accounts help bring development, manufacturing, sales, marketing, and executives into the support-delivery process.
Business rules, case filters, automation and bulk management tools help lower the cost of service while increasing overall quality. An integration system connects customer service interactions with web and mobile products, publicly accessible databases and private corporate databases. A robust API makes it easy to build customized integrations and more advanced applications.
Desk.com offers the first full-time Agent entirely free, $1 per hour for flexible usage, and $49 per month for additional Agents. Special discounts for startups, non-profits. Built with the small and medium business in mind, also offers professional and enterprise-grade solutions for larger businesses and Fortune 500 companies.