Cloud

Desk.com adds gamification to boost service rep productivity

Image Credit: http://www.shutterstock.com/pic-102502580/stock-photo-business-people-group-with-headphones-giving-support-in-help-desk-office-to-customers-manager.html

Salesforce-owned customer support app Desk.com has added a new “achievements” feature to motivate service representatives to earn badges as they help more people.

Desk.com launched in January and competes with Zendesk and TalkDesk to give small and medium-sized companies cloud-based customer support management. With the super simple desktop and mobile apps, business can field questions and issues through phone, email, web, Twitter, Facebook, and other channels. While Desk.com wont reveal its number of customers, notable companies including Square, Spotify, Rdio, Pandora, Vimeo, Grooveshark, and Bonobos use the service.

The new achievements feature essentially is an automated system that rewards service reps for various accomplishments. Some examples are helping a certain number of customers, resolving a case in less than a minute, responding to certain number of emails, or helping a customer on the weekend. The new badges will go live for all Desk.com users on Thursday.

“This is about boosting customer happiness,” Alex Bard told VentureBeat. “It’s also a good tool to add greater productivity.”

Bard said that the company will look at adding further achievements, especially looking at ways to have satisfied customers give badges and positive feedback to the agents that helped them through a problem. He also likes the idea of making it so a boss that oversees service reps can reward them with badges too.

“This is our first foray into this, so this is just the tip of the iceberg,” Bard said.

Check out the 16 new Desk.com achievements below:

desk-com-achievements

Call center photo via dotshock/Shutterstock