If you know about SalesForce, which I’m going to assume you do, then it’s quite possible that you have also come to expect nothing short of innovation from the organization famous for disrupting traditional Customer Relationship Management solutions. This time around, the company seems to have another hit under its many award-winning belt of innovative CRM solutions.
The well-known powerhouse of enterprise cloud computing, SalesForce seems to have redefined CRM again, and this time it’s geared towards the Mobile user. And they are calling it the heading to launch a free mobile add-on to enhance customer support, known as Service Cloud Mobile. Excited yet! [If not, read that again!]
Service Cloud Mobile by Salesforce is developed on HTML5 for its clientele to gain customer support edge. Co-browsing feature will allow sales representatives to help consumers in making purchases on their mobile with in-application link options for mobile communities and chat for better assistance.
Full Packed Features of SalesForce Service Cloud Mobile
- The Service Cloud Mobile is a four featured package including mobile co-browsing based on GoInstant Acquisition.
- The second feature is for gaming applications; provide in-line community support to game applications.
- Salesforce’s service cloud mobile will now offer a chat option on mobile devices, the third feature of this package.
- While the fourth and last value added tools is developed especially for customer representatives, to rectify customer service problems over mobile devices.
The customer support tool for Service Cloud Mobile is designed to enable customer service representatives to deliver personalized assistance through internal connectivity for answering questions & queries via robust activity stream experience.
Additional Perks of SalesForce Service Cloud Mobile
Salesforce made it possible for companies to increase their customer reach by delivering support features on mobile devices and tablets rather than requiring computer system. General Manager Salesforce, Alex Bard said that they are doubling down on mobile devices in 2013 without any exception. This collaboration and issue resolving experience are more like provided by Apple Inc.
Service Cloud Mobile by Salesforce is developed on HTML5 for its clientele to gain a customer support edge. Co-browsing feature will allow sales representatives to help consumers in making purchases on their mobile with the in-application link options for mobile communities and chat for better assistance.
The Co-browser enables customer service representatives to share a browsing window/tab with a customer – the agent can show and demonstrate customer around a site. The theme is to improve the shopping and purchasing experiences of customers via live support.
With the availability of the all new mobile chat feature, customers can now raise a query or directly ask a question through a chat window from their mobile devices. It brings customer support to the fingertips of every customer as they can instant contact customer service no matter wherever they are, simply through Salesforce’s service cloud mobile.
The gaming support option is enriched with the new in-line community support. Using this feature, a customer can receive help from different other gamers while using the game application through a simple click on a link.
This cloud-based customer service function will not only simplify the customer service experience, but will also ease up the life of agents by enabling customer service personnel to interact via real-time feed through their tablets for better and instant help.
What the future holds with Smartphones?
The Gartner Research predicted the amount of smart phones will reach 1.8 billion by the end of 2014. This drastic rise requires new features and enriched options to meet increasing customer service needs. With this brilliant service add-on, improvement is expected in live support via remote devices.