Salesforce's Desk.com steps up its global focus

Targeting SMBs, the customer-support app now speaks more than 50 languages

Salesforce Desk.com

Salesforce Desk.com

Small businesses just starting out may dream of world domination, but that's a difficult goal to achieve if you can't interact with customers in more than one or two languages. Enter Salesforce's Desk.com customer-support app, which just got a hefty boost in the number of languages it can work with.

Though it originally supported an already respectable 15 languages, Desk.com soon grew to accommodate 30, based on customer requests. On Thursday, it increased that number to a full 53 languages and regional dialects, including Arabic, Chinese, Danish, Finnish, French, German, Greek, Hebrew, Hindi, Japanese, Portuguese and Swahili.

"Creating a personalized dialogue with the customer has become critical," said Leyla Seka, a senior vice president and general manager of Desk.com. "This makes it easy for the agent to interact in a localized way."

One result, Seka added, is that small companies can operate like "blowfish" in that they can appear to be much bigger and globally dispersed than they really are.

Desk.com's Global Self-Service Help Centers and knowledge base articles now all support the full 53 languages, allowing user companies to deliver support materials to their customers in the languages those customers prefer. Google Translate provides an instant translation engine for knowledge base articles, but users can also work with Desk.com translation partners such as VerbalizeIt instead.

When customers request help, they indicate their preferred language, and Desk.com will ensure that the agents who respond do so in that language. Desk.com filters and business rules can also detect and set language preference based on case or customer language attributes, so agents always know a customers preferred language when helping them.

Desk's Global Agent Console, meanwhile, is available in eight languages: Dutch, English, French, German, Italian, Japanese, Portuguese and Spanish. New language-recognition tools automatically route service requests to agents fluent in the detected language. By allowing agents to work in their native languages, the agent console boosts productivity, the company says.

Finally, a new set of tools for administrators makes it possible to set up rules and workflows in one language and then distribute translated content to global agents. The administrator in one location can create a knowledge base article explaining warranty information in his or her native tongue, for example, while allowing remote agents to access translated versions.

Pricing for Desk.com's Pro plan with multilanguage customer support starts at $60 per agent per month. Multilanguage customer support for administrators will be available in the second half of 2015.

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.

Tags cloud computinginternetSalesforce.comsoftwareapplicationsCustomer Relationship ManagementSoftware as a service

Keep up with the latest tech news, reviews and previews by subscribing to the Good Gear Guide newsletter.

Katherine Noyes

IDG News Service
Show Comments

Cool Tech

Toys for Boys

Family Friendly

Stocking Stuffer

SmartLens - Clip on Phone Camera Lens Set of 3

Learn more >

Christmas Gift Guide

Click for more ›

Brand Post

Most Popular Reviews

Latest Articles

Resources

PCW Evaluation Team

Aysha Strobbe

Microsoft Office 365/HP Spectre x360

Microsoft Office continues to make a student’s life that little bit easier by offering reliable, easy to use, time-saving functionality, while continuing to develop new features that further enhance what is already a formidable collection of applications

Michael Hargreaves

Microsoft Office 365/Dell XPS 15 2-in-1

I’d recommend a Dell XPS 15 2-in-1 and the new Windows 10 to anyone who needs to get serious work done (before you kick back on your couch with your favourite Netflix show.)

Maryellen Rose George

Brother PT-P750W

It’s useful for office tasks as well as pragmatic labelling of equipment and storage – just don’t get too excited and label everything in sight!

Cathy Giles

Brother MFC-L8900CDW

The Brother MFC-L8900CDW is an absolute stand out. I struggle to fault it.

Luke Hill

MSI GT75 TITAN

I need power and lots of it. As a Front End Web developer anything less just won’t cut it which is why the MSI GT75 is an outstanding laptop for me. It’s a sleek and futuristic looking, high quality, beast that has a touch of sci-fi flare about it.

Emily Tyson

MSI GE63 Raider

If you’re looking to invest in your next work horse laptop for work or home use, you can’t go wrong with the MSI GE63.

Featured Content

Product Launch Showcase

Don’t have an account? Sign up here

Don't have an account? Sign up now

Forgot password?