SAN FRANCISCO, Nov. 24, 2014 /PRNewswire/ -- Preact today announced it has joined Desk.com App Hub to help fast-growing SMBs leverage customer service to accelerate growth. Now businesses using Desk.com can use Preact to increase agent efficiency by providing visibility to customer actions both before and after they file a ticket through Desk.com.
"Preact takes the guesswork out of customer engagement," said Mike Saldi, Chief Customer Officer at Preact. "Every customer interaction is important, and having Preact insights at an agents fingertips will enable smarter, more timely, data-driven customer communication."
Preact's customer success platform helps subscription software companies reduce churn, acquire customers and increase user revenues. Its analytics engine tracks detailed session-level usage of web and mobile applications and server APIs to provide tailored health metrics for each user and account. By modeling usage and behavior patterns with big data analytics, behavioral science, and machine learning, Preact is able to predict and inform which customers are likely to churn, renew, or upgrade. This kind of real-time visibility empowers SMBs to improve customer support and product quality.
With the Preact and Desk.com integration, support agents are empowered to view the actions leading up to and following the creation of a case. This enables them to respond more intelligently, reducing the number of communications necessary to resolve a case and increasing their efficiency.
Introducing the New Desk.com App Hub to Leverage Customer Service for Rapid Growth
The new App Hub is a one-stop shop for SMBs to easily access more than 50 partner apps that help them enhance the customer service experience and accelerate growth. Utilizing partner apps, Desk.com customers can deliver greater levels of customer engagement and have a single, comprehensive view of the customer. With the App Hub, SMBs now have a single, trusted location where they can quickly deploy apps that enhance customer service, without the cost and hassle of building one-off integrations.
"Fast-growing SMBs are looking to transform the way they connect with customers, partners and employees to thrive in today's connected world," said Leyla Seka, GM and senior vice president, Salesforce Desk.com. "By leveraging the power of the Desk.com App Hub, Preact provides customers with the proven tools to keep customer service at the heart of their business."
Preact and Desk.com are working together to help SMBs provide the best possible customer support. Preact's platform creates context around user behavior, which means businesses can be smarter about how they address customer issues. In addition, rather than waiting until a customer has churned to reach out, SMBs will be armed with information before it happens, as well as with deeper insight into why. This means they can engage customers in the right way at the right time to maximize every customers' lifetime value. Together, Preact and Desk.com are taking SMBs from reactive to proactive, and powering a scalable solution for rapid growth.
Salesforce, Salesforce1, Desk.com and others are among the trademarks of salesforce.com, inc.
Preact is a cloud-based, automatic customer success service that helps subscription software companies maximize customer lifetime value by reducing churn, acquiring new customers, and driving upsells. Preact provides health metrics tailored to each user and account by tracking detailed session-level usage of web usage, mobile applications, and server activity. Preact predicts and informs which customers are likely to churn, renew, or upgrade by modeling usage and behavior patterns using big data analytics, leading-edge behavioral science, and machine learning. In addition, Preact provides deep, real-time visibility into product usage to dramatically improve customer support and product quality. Preact integrates its data into common workflow applications including Desk.com, Gmail, Marketo, Salesforce, and others. Founded in 2012, Preact is based in San Francisco and funded by Trinity Ventures and other leading venture capital firms. Learn more at www.preact.com.
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