Salesforce is targeting a seamless, personalised customer service experience on any device with advancements to its Service Cloud.
The CRM company’s introduction of Service Cloud Lightning Snap-ins is designed to help companies quickly deploy capabilities such as Cases, Knowledge, Live Chat, SOS, and Tap-to-Call to their mobile and web apps.
One of the key additions is that the SOS capability supports two way video, this means that agents can provide a more personal feel to resolving incidents.
The company says that the addition of Snap-ins comes in response to customers expecting personal engagement and immediate answers, which has made customer service more important than it has ever been.
Salesforce is able to provide these enhancements through the introduction of three key pieces of technology.
The first is the Unified Snap-in SDK for web which will help to ensure that customers have a seamless experience on web. The full integration of Snap-ins into the Service Cloud Lightning platform means that agents have a 360-degree view of customers so that they can deliver a more personalised service.
Salesforce has also added iOS and Android Unified Snap-in SDKs for mobile. The company says that this mobile SDK will help companies to quickly deploy Salesforce SOS, Knowledge, Cases, Chat, and Tap-to-Call for both Android and iOS.
The final piece is the introduction of SOS with two-way video. The company says that this will help to add a more personal touch to engagements with service agents.
Mike Milburn, GM and SVP of Service Cloud, Salesforce said: "Customers today expect service that is smart, personalized and fast — wherever and whenever they are interacting with a brand."
"In today’s rapidly evolving service landscape, companies can turn to Service Cloud Lightning Snap-ins to ensure they are providing a modern, omnichannel service experience that harnesses the very latest technology has to offer."
The Service Cloud Lightning Mobile and Web Snap-in SDKs are expected to be generally available in June 2016 as will Cases.
Live Agent Chat is expected to be available to pilot in June 2016 for the web but no data has been set for its arrival on iOS and Android. Live Agent will cost $75 per user, per month for users with a Service Cloud Lightning Enterprise license or great.
The Knowledge Snap-in for iOS is expected to be generally available in June 2016 with no date set for Android and web. Knowledge will also cost $75 per user, per month.
Salesforce SOS is generally available now for iOS and Android and web to be released at a later date. For those wanting to use it, SOS prices will start at $150 per user, per month for users with an Enterprise license or great for Service Cloud Lightning.
