Menu
Salesforce.com sees the future of customer support in video

Salesforce.com sees the future of customer support in video

It's adding templates, analytics and other features to its Desk.com support application

Salesforce.com is giving users of its Desk.com support application new features for embedding videos into support articles and Web pages, a move the vendor says will let them give their customers the help they need faster and more efficiently than text-based documentation alone.

While Salesforce.com already made video embedding possible in Desk.com, as competitors such as Freshdesk and Zendesk have done with their own products, the update announced Tuesday adds templates, analytics and an integration with Vimeo, all aimed at making the process easier and the results more effective.

There are a number of obvious use cases for video on support sites, said Sarah Varni, vice president of marketing at Desk.com

For one thing, a well-produced video "ensures your customers know how to use your product from day one," she said.

Videos that respond to customers' most common questions or complaints can take care of "those repetitive types of cases that are taking up a lot of [support representatives'] time," Varni added.

Adding a video to an article requires embedding just a bit of code, Salesforce.com showed in a demonstration of the capabilities. It's also providing custom templates which can be used to create video-based help centers that pull together videos on related topics in one place.

While videos from any site can be used within Desk.com, customers with a subscription to Vimeo PRO can embed its HD video player inside the application. Vimeo PRO is a premium service that offers dedicated storage for video hosting and a player that can be customized visually to a company's liking.

Finally, Desk.com will provide analytics on video usage, giving companies a means of judging what type of content is working the best, Salesforce.com said.

Chris Kanaracus covers enterprise software and general technology breaking news for The IDG News Service. Chris' email address is Chris_Kanaracus@idg.com

Follow Us

Join the New Zealand Reseller News newsletter!

Error: Please check your email address.

Tags business issuesVimeoSalesforce.comFreshDeskZendesksoftware

Featured

Slideshows

Educating from the epicentre - Why distributors are the pulse checkers of the channel

Educating from the epicentre - Why distributors are the pulse checkers of the channel

​As the channel changes and industry voices deepen, the need for clarity and insight heightens. Market misconceptions talk of an “under pressure” distribution space, with competitors in that fateful “race for relevance” across New Zealand. Amidst the cliched assumptions however, distribution is once again showing its strength, as a force to be listened to, rather than questioned. Traditionally, the role was born out of a need for vendors and resellers to find one another, acting as a bridge between the testing lab and the marketplace. Yet despite new technologies and business approaches shaking the channel to its very core, distributors remain tied to the epicentre - providing the voice of reason amidst a seismic industry shift. In looking across both sides of the vendor and partner fences, the middle concept of the three-tier chain remains centrally placed to understand the metrics of two differing worlds, as the continual pulse checkers of the local channel. This exclusive Reseller News Roundtable, in association with Dicker Data and rhipe, examined the pivotal role of distribution in understanding the health of the channel, educating from the epicentre as the market transforms at a rapid rate.

Educating from the epicentre - Why distributors are the pulse checkers of the channel
Kiwi channel reunites as After Hours kicks off 2017

Kiwi channel reunites as After Hours kicks off 2017

After Hours made a welcome return to the channel social calendar last night, with a bumper crowd of distributors, vendors and resellers descending on The Jefferson in Auckland to kickstart 2017. Photos by Maria Stefina.

Kiwi channel reunites as After Hours kicks off 2017
Arrow exclusively introduces Tenable Network Security to A/NZ channel

Arrow exclusively introduces Tenable Network Security to A/NZ channel

Arrow Electronics introduced Tenable Network Security to local resellers in Sydney last week, officially launching the distributor's latest security partnership across Australia and New Zealand. Representing the first direct distribution agreement locally for Tenable specifically, the deal sees Arrow deliver security solutions directly to mid-market and enterprise channel partners on both sides of the Tasman.

Arrow exclusively introduces Tenable Network Security to A/NZ channel
Show Comments