Salesforce.com Intros Cloud Mobile to Deliver Customer Service Anytime, Anywhere
February 28, 2013
By Rajani Baburajan
, TMCnet Contributor
Salesforce.com (News - Alert), enterprise cloud computing company, has introduced Salesforce Service Cloud Mobile, which delivers features like mobile co-browsing, mobile communities, mobile chat and touch-based agent interface technologies, to enable customer service anytime on any device. By connecting everything – customers, employees, partners and products – the solution allows ‘customer companies’ to revolutionize the way they sell, service, market and innovate. They can now listen to every customer, engage on every channel and deliver great customer service on any device.
The innovative mobile customer service is designed to meet the expectations of the always-connected customers. The system advances call center capabilities to address the requirements in the new era dominated by mobile devices.
Salesforce.com has introduced breakthrough co-browsing the enables companies to deliver agent-guided assistance to customers on mobile devices via any Web browser. Agents can guide customers through complex forms or transactions, set up accounts or resolve issues without the need to download any software.
As part of Service Cloud Mobile, Salesforce provides instant access to knowledge services and experts help to help them quickly find answers to questions via self-service, peers or company experts. Customers can instantly resolve issues on the go, no longer wasting time searching through dozens of potential online help destinations.
The new Mobile Chat feature enables customers to instantly chat with a live service agent to quickly resolve issues as they happen. The Service Cloud Touch, another added feature, allows a company's service agents to easily manage and resolve cases on the go with an Amazon Kindle, Android device, iPad or iPhone (News - Alert).
"Salesforce.com is doubling down on mobile," said Alex Bard, SVP and GM of Service Cloud, salesforce.com, in a statement. "The first in a series of innovations we'll deliver this year, Service Cloud Mobile is helping customer companies transform the way they deliver customer service for the mobile era."
Edited by Amanda Ciccatelli