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Salesforce.com makes $50m swoop for service vendor Assistly

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22nd Sep 2011
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CRM giant salesforce.com is boosting its social customer service capability following the acquisition of Assistly in a deal worth $50m (£32.4m).

Assistly provides instant customer service help desk applications that can be set up in minutes. Its products allow companies to manage service cases and engage with customers in real time over a range of channels – including Facebook, Twitter, Web chats, email and phone – from one interface.
The customer service application pulls all customer conversations, regardless of channel, into a single interface – making it easy to engage in real time with any customer and uses case filters, business rules and workflows to ensure no request goes unresolved.
Assistly’s flexible pricing means that any employee can have an account, and companies can choose to pay by the hour – allowing employees from different teams to pitch in to handle peak loads, meet seasonal demands or just help out in busy times as they’re needed. Existing customers include Instagram, Klout, One Kings Lane, Spotify and Square. 
Marc Benioff, chairman and CEO of salesforce.com said the Assistly acquisition would expand the potential reach of the Service Cloud to millions of companies around the world. 
Alex Bard, CEO of Assistly said: “As part of salesforce.com and the Service Cloud family, Assistly can continue to deliver and improve one of the world’s most-innovative customer service applications. For our customers, this will be an unbeatable combination.”
Assistly was founded in 2009 by customer service industry veterans Alex Bard, CEO; Gary Benitt, chief operating officer; Brad Birnbaum, chief technology officer; and Jeremy Suriel, chief architect. As part of the deal salesforce.com also assumed Assistly’s unvested options and will issue restricted stock units to certain Assistly shareholders.
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