Salesforce Brings Big Customer Service Features To Apps

Chris CrumBusiness

Share this Post

Salesforce announced Service for Apps and the general availability of Salesforce SOS, which the company says will improve the in-app customer experience.

"Service for Apps enables any company to easily embed multi-channel customer service – including live video chat with a customer service agent, live text chat, and click-to-call capabilities – directly into mobile apps, giving customers instant access to the help they need to resolve questions without ever leaving the app," a spokesperson for Salesforce explained in an email. "Salesforce is empowering customers to easily provide the most connected, instant and customer friendly support, made specifically for the mobile world."

Salesforce says it's accelerating the shift to mobile, in-app customer support with Service for Apps. It includes Chat for Apps, Tap-to-Call for Apps, Knowledge for Apps, Cases for Apps, and Salesforce SOS for Apps. The product enables companies to embed service inside their mobile apps to enable instant and personalized support.

With Chat for Apps, customers can instant message an agent without leaving the app. The company uses the example of a mobile gamer being able to chat with a support agent in real time for personalized advice on a gaming technique while the agent has the right context.

Tap-to-Call for Apps lets customers access live phone support with one tap. Knowledge for Apps lets them access knowledge articles and FAQs without leaving the app. Cases for Apps lets customers create and monitor cases, sue the camera and location to provide more details, and receive a notification when the case is resolved. SOS for Apps is similar to the Amazon Mayday button in that it provides live, personalized, and interactive video support with on-screen, guidance assistance and screens-sharing with an agent.

“The mobile app revolution has created a new requirement for instant, always on service,” said Mike Milburn, SVP and GM of Service Cloud at Salesforce. “With Service Cloud's groundbreaking innovations, companies will be able to deliver in-app mobile customer support, allowing them to deliver a whole new level of service to customers."

Salesforce also announced Desk.com for Apps, a new SDK powered by Desk.com for SMBs.

Last week, Salesforce unveiled Wave Analytics, its first app for Wave, the Salesforce Analytics Cloud.

Image via Salesforce

Chris Crum
Chris Crum has been a part of the WebProNews team and the iEntry Network of B2B Publications since 2003. Follow Chris on Twitter, on StumbleUpon, on Pinterest and/or on Google: +Chris Crum.