Salesforce has launched a new addition to its mobile customer service offering that allows companies to connect with customers in a new way that has rarely been seen elsewhere.
Salesforce1 Service Cloud SOS allows companies to add a help button to any mobile app built on the Salesforce1 platform that provides video support in a similar way to the Amazon Kindle Mayday button.
“As the mobile device becomes every consumer’s channel of choice, it is important companies meet their customers where they are. With Salesforce1 Service Cloud SOS, companies will be able to transform the way they connect with their customers for the mobile era,” said Alex Bard, EVP and GM of service cloud at Salesforce.com.
The help button, which will be embedded in the app, allows customers to call on a service agent that will be able to provide live audio and video assistance inside a mobile app. Customers can benefit from personalised support by sharing the screen at any time with the agent in order to allow expert one-on-one guidance.
Salesforce1 Service Cloud is already used as a customer service platform by a variety of different brands including Cars.com, Inspirato with American Express, Philips and Stanley Black & Decker, with all able to benefit from the new service.
Figures released by Salesforce already show how valuable the Service Cloud is, with average decreases of 41 per cent in first call resolution time and 35 per cent in support costs. There has also been an average increase of 40 per cent in agent productivity and 37 per cent in customer satisfaction.
It’s planned that Salesforce1 Service SOS, which has support for both iOS and Android, will get its private beta in the second half of 2014 with pricing announced when the general availability is confirmed.