Salesforce has long targeted SMBs with its Desk.com application for customer support, but on Wednesday the cloud powerhouse launched a new version of the software designed specifically for rapidly growing firms.

Dubbed Desk.com Business Plus, the new edition focuses on helping small and medium-size businesses scale their operations while also boosting customer retention and maximizing agent productivity.

Included in the new software is a feature called Customer Health Monitor, for instance, that sends early warnings to agents about potential dissatisfaction and recommends solutions to prevent customer attrition. If a customer contacts customer support for the second time in one month, say, the software sends the agent in question a special “retention risk” alert so he or she can work extra diligently to ensure a quick and positive resolution.

To read this article in full or to leave a comment, please click here