Newsletters
News & Information for Technology Purchasers NewsFactor Sites:       NewsFactor.com     Enterprise Security Today     CRM Daily     Business Report     Sci-Tech Today  
   
This ad will display for the next 20 seconds. Please click for more information, or scroll down to pass the ad, or Close Ad.
Home Enterprise I.T. Cloud Computing Applications Hardware More Topics...
Build Apps 5x Faster
For Half the Cost
Enterprise Cloud Computing

On Force.com
Tech Trends
24/7/365 Network Uptime
Average Rating:
Rate this article:  
Salesforce Service Cloud Mobilizes for Reps on the Go
Salesforce Service Cloud Mobilizes for Reps on the Go

By Barry Levine
February 28, 2013 9:50AM

    Bookmark and Share
Service Cloud has more than 34,000 company customers, Salesforce said. According to third-party research commissioned by Salesforce, Service Cloud has resulted in an average 37 percent decrease in first call resolution time, 36 percent decrease in support costs, and 34 percent increase in satisfaction. New mobile features have been added to Service Cloud.
 



Salesforce said Tuesday it was "doubling down" on mobile with the release of new features for its Service Cloud software-as-a-service platform that are specifically designed for customers using smartphones and tablets. The new Service Cloud Mobile offers chat, communities, and co-browsing for Apple and Android devices, including the Amazon Kindle.

Service Cloud is Salesforce's platform for customer service, encompassing contact center, self-service communities and social media. The mobile-targeted version is intended to help companies increase their ability to offer mobile services to customers. Salesforce's innovation director, Charlie Richey, told news media this initial announcement is the first of several mobile-specific ones that the company will soon make.

Although Service Cloud previously had mobile capabilities, the new features are designed to improve the overall customer experience for mobile users and to recast the company's offerings for the mobile era.

Co-Browsing, Communities

With the new co-browsing technology, customer service agents can guide inquiring mobile customers through shared browser-related actions, such as setting up a new account, without the need to download new software. The functionality is based on technology Salesforce acquired last summer when it purchased browser collaboration provider Goinstant for $70 million. Mobile chat provides instant interaction for issue resolution via a chat window within a mobile app, such as a customer service rep discussing product choices with a potential customer.

The Communities feature provides a centralized, brandable portal for mobile devices, so customers have a single destination to find answers through self-service, other users or experts provided by the company.

The mobile additions also include Service Cloud Touch, a set of functions that can be used by agents on supported mobile devices to resolve customer issues from any location. Its previously existing Salesforce Touch Platform is designed to assist developers in writing custom mobile apps once, and then deploying them to any device.

Optimizing for Mobile

Salesforce said its Service Cloud has more than 34,000 company customers, such as GE and NJ Transit. According to a third-party research report commissioned by Salesforce, Service Cloud has resulted in an average 37 percent decrease in first call resolution time, 36 percent decrease in support costs, and 34 percent increase in customer satisfaction.

Optimizing its Service Cloud for mobile is a necessity for Salesforce, as mobile devices have become the center of gravity for communications, and as start-ups, such as a company called Base, attempt to fill in the gaps for mobile service existing in the customer-facing offerings from Salesforce and others, which were originally designed for desktop or laptop screens.

Service Cloud Enterprise and Unlimited Edition customers can utilize mobile Communities at no additional cost. Mobile chat is available at $50/user per month for Service Enterprise and Unlimited Edition customers, and co-browsing will be available in the second half of this year at a price to be announced.
 

Tell Us What You Think
Comment:

Name:



Salesforce.com is the market and technology leader in Software-as-a-Service. Its award-winning CRM solution helps 82,400 customers worldwide manage and share business information over the Internet. Experience CRM success. Click here for a FREE 30-day trial.


 Tech Trends
1.   Poll: A Mix of Feelings on Future Tech
2.   'Like' Cheerios, Give Up Right To Sue
3.   Google Earnings, Sales Disappoint
4.   Review: Windows Embraces the Past
5.   Intel Reports Lower 1Q Net Income


advertisement
A $200 'Micro' 3D Printer Earns Big
Kickstarter-funded, it could help biz.
Average Rating:
Poll: A Mix of Feelings on Future Tech
Pew finds a third are pessimistic.
Average Rating:
'Like' Cheerios, Give Up Right To Sue
General Mills policy forces arbitration.
Average Rating:
Product Information and Resources for Technology You Can Use To Boost Your Business

Network Security Spotlight
Heartbleed Could Cost Millions, Could Have Been Prevented
Early estimates of Heartbleed’s cost to enterprises are running in the millions. The reason: revoking all the SSL certificates the bug exposed will come at a very hefty price. Some say it all could have been avoided.
 
Michaels Says Nearly 3M Credit, Debit Cards Breached
Arts and crafts retail giant Michaels Stores has confirmed that a data breach at its POS terminals from May 2013 to Jan. 2014 may have exposed nearly 3 million customer credit and debit cards.
 
Google's Street View Software Unravels CAPTCHAs
The latest software Google uses for its Street View cars to read street numbers in images for Google Maps works so well that it also solves CAPTCHAs, those puzzles designed to defeat bots.
 

Enterprise Hardware Spotlight
Vaio Fit 11A Battery Danger Forces Recall by Sony
Using a Sony Vaio Fit 11A laptop? It's time to send it back to Sony. In fact, Sony is encouraging people to stop using the laptop after several reports of its Panasonic battery overheating.
 
Continued Drop in Global PC Shipments Slows
Worldwide shipments of PCs fell during the first three months of the year, but the global slump in PC demand may be easing, with a considerable slowdown from last year's drops.
 
Google Glass Finds a Home in Medical Education, Practice
The innovative headpiece may find its niche in markets where hands-free access to data can be a big advantage. Glass experiments for doctors are already under way, with some promising results.
 

Mobile Technology Spotlight
Review: Siri-Like Cortana Fills Windows Phone Gap
With the new Cortana virtual assistant, Windows catches up with Apple's iOS and Google's Android in a major way, taking some of the best parts of Apple's and Google's virtual assistants, with new tools too.
 
With Galaxy S5, Samsung Proves Less Can Be More
Samsung has produced the most formidable rival yet to the iPhone 5s: the Galaxy S5. The device is the fifth edition of the company's successful line of Galaxy S smartphones, and shows less can be more.
 
Facebook Rolls Out Potentially Intrusive Location-Sharing
Looking for friends? Facebook users in the U.S. will soon be able to see which of their friends are nearby, using a smartphone's GPS. Could be a cool feature in some cases, or way too much information.
 

Navigation
NewsFactor Network
Home/Top News | Enterprise I.T. | Cloud Computing | Applications | Hardware | Mobile Tech | Big Data | Communications
World Wide Web | Network Security | Data Storage | Small Business | Microsoft/Windows | Apple/Mac | Linux/Open Source | Personal Tech
Press Releases
NewsFactor Network Enterprise I.T. Sites
NewsFactor Technology News | Enterprise Security Today | CRM Daily

NewsFactor Business and Innovation Sites
Sci-Tech Today | NewsFactor Business Report

NewsFactor Services
FreeNewsFeed | Free Newsletters | XML/RSS Feed

About NewsFactor Network | How To Contact Us | Article Reprints | Careers @ NewsFactor | Services for PR Pros | Top Tech Wire | How To Advertise

Privacy Policy | Terms of Service
© Copyright 2000-2014 NewsFactor Network. All rights reserved. Article rating technology by Blogowogo. Member of Accuserve Ad Network.