Comments on the News
- "Every interaction with a customer is an opportunity to create a great experience, and companies like GoSquared are focused on understanding their customers' needs and providing the best customer service," said Marie Rosecrans, VP of Customer Experience, Desk.com, Salesforce. "The GoSquared team has achieved tremendous ROI by deploying Desk.com, highlighting how even the fastest-growing businesses can use Desk.com to optimize their customer service experience."
- "As a growing business it is one of our top priorities to be able to scale the quality and awesomeness of our service," said James Gill, Founder and CEO, GoSquared. "Desk.com has empowered all of our employees to pitch in and help customers, ensuring that everyone is committed to our customers' success."
Calculating the ROI
To determine the ROI, Nucleus Research quantified the initial and ongoing costs of software license subscription fees, personnel time to implement and support the application, employee training time, and ongoing administrative costs to calculate GoSquared's total investment in Desk.com and determine the ROI.
Direct benefits quantified included the cost savings of avoided staff that were not needed because of the efficiencies driven by the application. Indirect benefits quantified included the time saved for existing staff by deflecting customer inquiries to the self-service portal, and were calculated based on the average fully loaded cost of a service staff person using a productivity correction factor to account for the inefficient transfer of time between time saved and additional time worked. Not quantified were the additional profits GoSquared will be able to achieve through improving the quality and scalability of its customer service.
Desk.com is the out-of-the-box helpdesk that lets small businesses get their customer service up and running in hours or days. Fast-growing companies all over the globe are using Desk.com to deliver exceptional customer support. Customers report a variety of improvements when they implement Desk.com: 42 percent faster response time, 38 percent increase in agent productivity, 36 percent increase in customer satisfaction and 27 percent decrease in support costs, according to research commissioned by Desk.com. The full report, "Desk.com Customer Survey: Results & Analysis," is available for download.
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To view the original version on PR Newswire, visit:http://www.prnewswire.com/news-releases/gosquared-revolutionizes-its-customer-service-with-salesforce-deskcom--achieves-unparalleled-roi-after-only-3-weeks-300303416.html