It’s been revealed by Salesforce.com, that they aim to help enterprises provide better customer support through development of new in-app services. This will entail embedding the company’s service cloud directly into mobile downloads, which will enable users to contact companies from within apps and access immediate real-time help and information.
The new line, entitled Salesforce Service for Apps, allows organisations to tap into the CRM providers’ Service Cloud database. Multi-channel customer service tools can then be embedded directly into new mobile apps, including functionality for live video calls. The first solution to arrive is Salesforce SOS. This is similar to the ‘MayDay’ button provided by Amazon, and connects customers to a live, customised and interactive video support channel. It has the ability for on-screen guided assistance, and also allows users to screen-share with call centre agents.
Later this year, another four apps will be launched in beta. The first, Chat for Apps, will allow customers to message agents without leaving the in-app experience. It means that customers can talk with workers in real-time and get personalised advice and help on whatever they’re doing. Tap-to-Call will also be released, allowing people to instantly dial agents without having to leave an application and manually phone a call centre. For example, a traveller will be able to instantly call for help on a missed connection and receive valuable advice in real-time. And, because they’re already using an app, users won’t need to provide personal data, flight or train details or other information.
Salesforce will also release Knowledge for Apps, an in-app database of FAQs and knowledge articles, and Cases for Apps; a tool that will allow users to monitor cases and send relevant data. For example, a resident could notify councils of a broken street sign by sending a picture through the app, automatically beginning a work detail.
Salesforce revealed that SOS will cost $150 per month for users who got a Service Cloud Enterprise Edition licence, the cost of which begins at $135 per month per user. It’s expected that Knowledge for Apps, Tap-to-Call for Apps, Chat for Apps and Cases for Apps will be released on private beta in the second half of 2015. For those wanting to be part of the private beta program when it begins later this year, they should contact account executives.
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