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Salesforce.com Further Democratizes the Service Cloud

Salesforce.com Further Democratizes the Service Cloud

Salesforce.com has further democratized the Service Cloud by completing the acquisition of Assistly, an instant customer-service help desk built for the cloud.

Assistly was acquired for about $50 million in cash, net of cash acquired. Salesforce.com also assumed Assistly’s unvested options and will issue restricted stock units to certain Assistly shareholders. Founded in 2009, Assistly enables small companies and emerging businesses to set up and deliver social customer-service in minutes, with zero-touch onboarding.

Commenting on its acquisition, the enterprise cloud computing Salesforce.com notes that Assistly allows companies to manage service cases and engage with customers in real time over a range of channels from one, easy-to-use interface.

Assistly is used by some of the world’s fastest-growing companies like Instagram, Klout, One Kings Lane, Spotify and Square.

“Salesforce has spent over a decade democratizing enterprise applications in the cloud,” said Marc Benioff, chairman and CEO, salesforce.com. “The Assistly acquisition doubles down on that strategy by putting us at the heart of the new trend of customer service help desk applications that have instant sign up and zero-touch onboarding, expanding the potential reach of the Service Cloud to millions of companies around the world.

We started Assistly with the goal of bringing awesomely responsive customer support tools to the millions of small businesses struggling to serve customers in today’s social world,” said Alex Bard, CEO, Assistly. “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.”

Salesforce.com currently serves about 104,000 customers, and with this recent acquisition it is extending its services to millions of small and emerging businesses that have been waiting for a customer-service help desk application with instant sign up, zero-touch onboarding, and capabilities and pricing scaled to their needs.

Salesforce.com, which claims to lead the shift to the social enterprise, says that the combination of Assistly and the Service Cloud enables companies of all sizes to transform itself into a social enterprise.

By Anuradha Shukla

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