By Mitch Kramer
We’ve just completed our product evaluation of Desk.com, Salesforce.com’s customer service offering for very-small, small, and mid-sized businesses as well as for small departments in larger organizations. The product is based on technology that came to Salesforce.com in its acquisition of Assistly in September of 2011.
From positioning, pricing, and packaging perspectives, Desk.com is an entry-level customer service application. The smallest organizations can purchase subscription licenses for its core case management capabilities on email, telephone, Facebook, and Twitter channels for $3 per user per month for up to three users. Its next price point is $30 per user per month to add chat, knowledge management, community, web self-service, and reporting capabilities and an API for integrating external apps. $50 per user per month adds more users and support for multiple languages and multiple brands.
Desk.com’s customers are exactly small and fast-growing companies. The list of reference customers provides a good idea about the kinds of companies that are best fits. Some of them are: