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. Click for more information, or
Home Enterprise I.T. Cloud Computing Applications Hardware More Topics...
Get Recognized.
Let an ISACA® certification
enhance your career.

Register for an Exam Today
Customer Service
Tame your scariest paperwork. Find Out How
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:



Neustar, Inc. (NYSE: NSR) is a trusted, neutral provider of real-time information and analysis to the Internet, telecommunications, information services, financial services, retail, media and advertising sectors. Neustar applies its advanced, secure technologies in location, identification, and evaluation to help its customers promote and protect their businesses. More information is available at www.neustar.biz.


 Customer Service
1.   Why You Need To Hire a CCO
2.   Chief Customer Officers Boost Profits
3.   T-Mobile Accused of Bogus Fees
4.   Salesforce1 for Retail for Digital Age
5.   Oracle Buys LiveLOOK Co-Browser


advertisement
T-Mobile Accused of Bogus Fees
FTC has filed a lawsuit for overcharges.
Average Rating:
Salesforce Desk.com Aims at Zendesk
Free offer to switch help desk systems.
Average Rating:
Why You Need To Hire a CCO
One reason: to increase the bottom line.
Average Rating:
Product Information and Resources for Technology You Can Use To Boost Your Business

Network Security Spotlight
Report: Chinese Hackers Hit U.S. Personnel Networks
Hackers from China broke into the computer networks of the U.S. Office of Personnel Management earlier this year with the intention of accessing the files of tens of thousands of federal employees.
 
Charges: Russian Stole Data from U.S. Restaurants, Zoo
A Russian man arrested on bank fraud and other charges hacked into computers at restaurants in Washington, hundreds of other retail businesses, and even the Phoenix Zoo, authorities say.
 
Another Month, Another IE-Focused Patch Tuesday
Microsoft rolled out 59 vulnerabilities for Internet Explorer in June. But the IE-patching party is not over yet. Redmond published six new security bulletins on Tuesday; two, critical; three, important.
 

Enterprise Hardware Spotlight
Another Day, Another Internet of Things Consortium Is Born
In the emerging Internet of Things, zillions of devices will be talking to each other. Samsung, Intel and Dell just formed a consortium to ensure each thing can understand what others are saying.
 
Gartner Sales Study Sees Tablets Up, PCs Down but Recovering
Are PCs on the comeback trail? That depends on how you define "comeback." While tablet sales remain strong, Gartner's latest study found PC shipments aren't dropping as fast as they did last year.
 
Review: Warming Up to Tablets with Keyboard Covers
If you've ever thought tablets with keyboard covers were just a poor excuse for a laptop, think again. Nokia's Lumia 2520 comes with an optional keyboard cover that just may change your mind.
 

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.