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Salesforce Service Cloud Mobilizes for Reps on the Go By Barry Levine February 28, 2013 9:50AM     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.   Related Topics Salesforce Service Cloud CRM Customer Service Sales Management Latest News NVIDIA GPU Boosts Citrix XenDesktop Security Alert: New Trojan Attacking Blue Coat Beefs Up Big Data Security Armageddon for Phone-Maker HTC? Tumblr Buy Fraught with Challenges 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: Also Visit: iPad Info Center Billions of Bytes Mobile Device Now Apple Info Center TopTechWire.com Redefine the way you do business by analyzing market trends, increasing conversion, and creating customer loyalty through Microsoft Dynamics. Unlock your potential through real-time CRM solutions in sales, marketing, and customer service to help your business become more dynamic than ever before.  Tech Trends 1.   De Brouwer's Magical Health Tricorder 2.   Customers Less Satisfied with Win 8 3.   Salesforce Has a New Sales Pitch 4.   Dell Suffers a Dismal Quarter 5.   Batteries May Fuel Solar, Wind Growth 3D-Printer Gun Plans Pulled Down State Department orders removal. Average Rating: Mandatory BYOD Is Catching On Will be required by many within 4 years. Average Rating: SAP Tools Gave 49ers' Scouting Edge Big tech trends get applied to sports. Average Rating:

Product Information and Resources for Technology You Can Use To Boost Your Business BYOD & MDM   Forrester Research Inc., Report: BYOD from AT&T. Make everyone more efficient. CRM Systems   Unlock the potential in your people with Microsoft Dynamics   How Microsoft Dynamics helped mobilize retail businesses   2 million CRM success stories and counting...   Experience CRM and Business Success today with Salesforce.com.   Optimize CRM with Data Quality Management. More from Trillium Cloud & Virtualization   Riverbed Stingray Traffic Manager on Amazon Web Services Contact Centers   Unlock the potential in your people with Microsoft Dynamics Customer Data   See how you can benefit from Microsoft Dynamics Customer Service   Improve your customer relationships with Microsoft Dynamics   2 million CRM success stories and counting...   Unlock the potential in your people with Microsoft Dynamics Data Security   Simpana® 10 software: an exponential leap forward Enterprise Hardware   The 2013 Toughpad™ tablets. Rugged, secure and built for business.   The best document scanner for you? Try KODAK's scanner selector   APC makes it easy for you to focus on business growth, not downtime. Enterprise I.T.   Brocade's mission: Making networks easier to deploy, manage, and scale.   11 Challenges Solved by Infrastructure for Small IT Environments Enterprise Software   Get critical data off paper and into SharePoint! Watch the video.   Simpana® 10 software: an exponential leap forward Hardware   The 2013 Toughpad™ tablets. Rugged, secure and built for business.   Rugged and reliable Panasonic Toughbook® mobile computers Innovation   The best document scanner for you? Try KODAK's scanner selector   Brocade's mission: Making networks easier to deploy, manage, and scale. Mobile Tech   Rugged and reliable Panasonic Toughbook® mobile computers Small Business   The best document scanner for you? Try KODAK's scanner selector Tech Trends   APC makes it easy for you to focus on business growth, not downtime.

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