The month is starting and we already have plenty of #CRM news that you want to know about… This week we bring you the most recent news starting with the latest edition of Desk.com App that you’ll want to know about, and a new research reveals what customers want from the customer service department.
If you don’t want to stay behind, follow our blog posts each week, and we will keep you updated.
1) Salesforce1 World Tour, Munich
Salesforce is staging a large customer event in Munich today to provide further details of its new Salesforce1 customer platform. The one-day conference will hear keynote addresses from Salesforce founder and CEO Marc Benioff and various European executives from companies using the cloud-based software.
While being there Marc Benioff had an interview last Thursday at a Customer Conference where he said that Salesforce is considering acquisitions of German software providers and system integrators as part of a plan to reach $1 billion in local sales. “We have a dream of becoming a $1 billion software company right here,” Benioff said. “We’re looking at making some local acquisitions to improve our position here in the market. These could be core technologies as well as system integrators or next-gen cloud companies. We are always looking for fantastic companies we think are doing great work.”
He also said that as part of the plan he’s preparing to open “multiple” data centers in the country over time and to increase the number of Salesforce employees in Germany, that at the time revolves around 1,000 employees.
Salesforce has set a goal of reaching $10 billion in revenue worldwide and expects that to occur “probably in fairly short order,” Benioff has said earlier this week.
2) Salesforce opens second Research & Development center in Paris
Salesforce is reinforcing its commitment to France with the opening of a second French R&D center located in its Paris headquarters. The company’s first French R&D center was opened in Grenoble in 2013. The new Paris R&D center team will work closely with Salesforce’s global R&D teams to drive new innovations across the Salesforce Customer Success Platform and create enhanced search and integration capabilities.
There are a lot of leading French brands such as MeilleursAgents, Petzl and Piper-Heidsieck that are using Salesforce to connect with customers in entirely new ways and this new R&D is aimed to reinforce support and to reassured Salesforce commitment with this companies and new companies to come. This will also have an impact in French economy by creating an approximate of 20.000 job opportunities by 2018.
Furthermore Salesforce has signed a definitive agreement to acquire Kerensen Consulting, a leading cloud consulting firm in Europe, based in Paris. This company has helped hundreds of Europe’s largest enterprises move to the cloud. The company provides business consulting, cloud solution management and digital customer experience services to help European companies transform their businesses through the power of cloud, social, mobile and data science using the Salesforce Customer Success Platform.
http://www.salesforce.com/company/news-press/press-releases/2015/06/150625.jsp
3) What Millenials Expect from Customer Service
“Crossing The Generational Divide: Providing Customer Service for Today’s Consumers,” which features what millenials want from customer service. Desk.com is the all-in-one customer support app that empowers fast-growing companies to instantly deliver exceptional customer support.
Millennials defined as the generation born between 1980 and 2000, a generation that grew up in an electronics-filled and increasingly online and socially-networked world. They are the generation that has received the most marketing attention.
“To connect with this important generation, every fast-growing SMB must deliver modern customer service that is seamlessly integrated with the social networks and apps used by millennials.” said Hana Mandapat, director of customer evangelism, Salesforce Desk.com.
Results from the research show that:
- Four in five millennials would use social media for customer service and prefer it over web, phone or online chat.
- Among millennials, Facebook is the most popular social channel for customer service questions and is used twice as often as Twitter, which is the second most-used social media site.
- Nearly 25 percent of millennials expect to get a response within ten minutes of reaching out for customer service via social media, and more than 30 percent expect the same speed of response when posting a query via text messaging.
- Nearly one quarter of them would boycott a company after one bad experience.
http://www.salesforce.com/company/news-press/press-releases/2015/06/150625-3.jsp
4) Salesforce Launches New Version of its Desk.com App
Salesforce just rolled out the latest edition of its Desk.com App, aimed to provide customer support to small and midsize businesses. The new version of the software is designed specifically for rapidly growing firms.
According to a new Salesforce stat: Companies that prioritize the customer experience generate 60% higher profits than their competitors. Therefore Salesforce is proposing Desk.com as the answer for SMBs that want to deliver personalized customer service that motivates growth. “At Desk.com, we believe that every interaction is an opportunity to deliver awesome service to customers,” said Leyla Seka, general manager and senior vice president of Desk.com, Salesforce.
There are 4 new innovations:
- Customer Health Monitor: works by sending early warnings to agents about potential dissatisfaction and recommends solutions.
- Canvas: This tool allows companies to embed third-party apps directly into the Desk.com console, creating customized user interfaces. This idea is aimed to improve agent productivity.
- Customer Controls: gives service managers a way of adding limits on the actions a service agent can take on each case.
- Desk.com Embed: is a mobile software development kit that allows companies to insert mobile support directly into any app.
http://www.salesforce.com/desk/overview/
5) App of the Week
Signature Capture is a pure HTML5 native Lightning Component to allow users and customers to draw their signature in an area of a web page associated with a Salesforce record. This process may be repeated until the signer is happy that the captured image is an accurate representation of their signature, at which point they can click a button to save the signature to Salesforce. The signature is then converted into an image file and uploaded to Salesforce, and then stored as a Salesforce attachment.
If you want to learn more go to the Salesforce Appexchange web-page or Contact us for more information by clicking here
And we don’t want to forget….Happy Fourth of July weekend, everyone!