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Salesforce adds analytics to Desk.com

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San Francisco—Customer relationship management company Salesforce.com has updated its Desk.com help desk service with new analytics reporting tools. Desk.com, a product for small and midsize businesses that organizes customer requests from phone, email and social channels, now includes Business Insights, which reports how many cases were opened, resolved, replied to, reassigned and reopened. Business Insights' reports also track average handling time, time to first response and first contact resolution.
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