Salesforce.com unveiled a new application this week to put "a mobile help desk in every employee's pocket." The program, Desk.com, enables customer service agents to deal with customers at any time, from whererver they are, by phone, website, email or social network.  

The "help desk" provided by Desk.com Mobile lets agents respond to customers on demand and on the go, using the same filters they use on desktop clients. They can reassign cases, change case priority and modify customer data. The program works with the iPhone and Android phones as well as any other smartphones that support HTML5.

"We built Desk.com so that every company can deliver personal customer service in a social and mobile world," said said Alex Bard, vice president and general manager of Desk.com. "Desk.com is social at its core; its mobile app instantly lets any employee, anywhere, deliver awesome customer service; and it can be deployed quickly and easily."

Salesforce.com is touting the new program's ease-of-use, boasting that it can be deployed across a whole organization in one weekend. "With only four required fields, a company can register for its own social help desk in a matter of seconds," the company said. The user interface is as deemed as easy as Facebook or Gmail, and companies can view performance metrics at a glance. Reports cover the number of cases an agent has opened, replied to, resolved, reassigned or reopened, as well as data on handle time, response time and contact resolution, among other things.

For more:
- see the Salesforce.com release

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