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Acquired bySalesforce
Price$50M
Date9/2011
TermsCash

General Information

Offices

World Headquarters
171 2nd Street
Suite 300
San Francisco, CA, 94105
USA
New York Office
340 Veterans Memorial Highway
Suite 12
Commack, NY, NY, 11725
USA

People

CEO & Co-Founder, board of directors
VP Product
board of directors
Advisor
CTO & Co-Founder
Chief Architect & Co-Founder
COO/CFO & Co-Founder, board of directors
Board Advisor
Board Advisor

Funding

TOTAL $5.7M
FUNDING TOTAL $5.7M
Series A, 4/2010
True Ventures
Social Leverage
$1.7M
Series B, 1/2011
Bullpen Capital
Index Ventures
True Ventures
Social Leverage
Kenny Van Zant
Salesforce
$4M

Competitors

Tags

Desk

Desk.com makes it easy for teams and Whole Companies to support customers right from the browser, via email, phone, chat, web, Facebook and Twitter.

The company provides hosted, cloud-based customer service platforms for delivering what the company calls “awesomely responsive” customer service. The company’s all-in-one system helps businesses of all sizes listen to and support customers in real time via email, self service FAQs, chat, and social networks like Twitter.

Founded in 2009 by customer service automation veterans Alex Bard, Gary Benitt, Brad Birnbaum, and Jeremy Suriel, the venture-funded company released its first product in September 2010. It has been adopted by leading customer-oriented brands, including Twitter, DirecTV, Bonobos, and Grooveshark.

Desk.com’s products emphasize social networking, whole company support, powerful agent tools, and web-based self-service. The Desk.com product is a real-time hosted system for both customer interaction management (CIM) and social customer relationship management (SCRM). The platform lets companies bring in support requests from multiple channels – Twitter, email, live chat, discussion forums, and so on – and consolidate them in one collaborative desktop that can be accessed by anybody in the organization. The system supports detailed case management (customer profiles, history, dispositioning, tracking) and interaction management (chat, email, callbacks, self service, knowledge base, twitter, etc.).

Desk.com’s built-in support for social networks makes it easy for companies to extend their support footprint to social channels like Twitter. Extensive web-based knowledge bases and Q&A discussion forums lower the cost of support and allow customers to help themselves. Usage-based pricing make it easy for companies to deliver support across all departments, not just customer service. Collaborative tools and unlimited flexible agent accounts help bring development, manufacturing, sales, marketing, and executives into the support-delivery process.

Business rules, case filters, automation and bulk management tools help lower the cost of service while increasing overall quality. An integration system connects customer service interactions with web and mobile products, publicly accessible databases and private corporate databases. A robust API makes it easy to build customized integrations and more advanced applications.

Desk.com offers the first full-time Agent entirely free, $1 per hour for flexible usage, and $49 per month for additional Agents. Special discounts for startups, non-profits. Built with the small and medium business in mind, also offers professional and enterprise-grade solutions for larger businesses and Fortune 500 companies.

Recent Milestones

  • Handshake
    Desk was acquired by Salesforce for $50M. (9/21/11)
    Posted 9/21/11 at 8:53pm via techcrunch.com
  • Check
    Desk — Acquisition by Salesforce (9/1/11)
    Posted 3/26/12 at 11:31am
  • Check
    Desk added Chris Abad as VP Product. (3/1/11)
    Posted 4/10/11 at 6:36pm
  • Dollar
    Desk received $4M in Series B funding. (1/4/11)
    Posted 1/4/11 at 11:47am via techcrunch.com
  • Check
    Desk added Kenny Van Zant as Advisor. (12/30/10)
    Posted 4/10/11 at 6:36pm
  • Check
    Desk added Matthew Trifiro as SVP Marketing. (10/1/10)
    Posted 3/2/11 at 1:21pm
  • Dollar
    Desk received $1.7M in Series A funding. (4/15/10)
    Posted 4/15/10 at 7:52pm via techcrunch.com
  • Check
    Desk added Gary Benitt as COO/CFO & Co-Founder, board of directors. (10/1/09)
    Posted 10/13/09 at 4:27pm
  • Check
    Desk added Jeremy Suriel as Chief Architect & Co-Founder. (10/1/09)
    Posted 10/13/09 at 4:27pm
  • Check
    Desk added Brad Birnbaum as CTO & Co-Founder. (10/1/09)
    Posted 10/13/09 at 4:27pm
  • Check
    Desk added Alex Bard as CEO & Co-Founder, board of directors. (10/1/09)
    Posted 10/13/09 at 4:27pm
  • Check
    Desk added David Liu as Board Advisor.
    Posted 3/1/10 at 12:22pm
  • Check
    Desk added Mark Cuban as Board Advisor.
    Posted 1/3/11 at 8:28pm
  • Check
    Desk added Phil Black as board of directors.
    Posted 1/3/11 at 8:28pm
  • Check
    Desk added John Agan as Senior Software Engineer.
    Posted 6/26/13 at 7:33am

Videos

Screenshots

Desk screenshot
Above: Desk Screenshot -- #1
Uploaded: 7/14/10
Desk screenshot Desk screenshot Desk screenshot
Desk screenshot

Products

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Sources

  1. Salesforce Buys Customer Service SaaS Assistly For $50M To Reach Small Businesses (techcrunch.com) [edit]
  2. Assistly Grabs $2.2 Million From True Ventures And Howard Lindzon's Social Leverage (techcrunch.com) [edit]
  3. techcrunch.com [edit]
  4. Citation Needed [add]
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Last Edited 3/8/14

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