Newsletters
Customer Relationship Management News NewsFactor Sites:       NewsFactor.com     Enterprise Security Today     CRM Daily     Business Report     Sci-Tech Today  
   
Home CRM Systems Customer Service Contact Centers Business Intelligence More Topics...
Customer Service
Tame your scariest paperwork. Find Out How
Average Rating:
Rate this article:  
Salesforce Introducing Service SOS Button for Mobile
Salesforce Introducing Service SOS Button for Mobile

By Jennifer LeClaire
April 24, 2014 10:06AM

Bookmark and Share
Using the Service SOS button for Salesforce's Service Cloud, customers can call up a service agent through live audio and one-way video for real-time, personalized assistance. For example, a mobile banking customer who wants to ask about a charge could use Service SOS to connect with an agent and dispute the transaction in seconds.
 



In its own interpretation of Amazon's Mayday button -- a live support system on Kindle Fire HDs -- Salesforce.com is introducing what it's calling the future of mobile app support with the Service SOS for its Service Cloud. The concept manifests as an SOS button inside mobile apps.

Like Amazon's Mayday, Service SOS offers live video support and on-screen guided assistance. The idea is to help companies deliver more personalized customer service within mobile apps. So far, Cars.com, American Express and Stanley Black & Decker, among others, are using the new CRM tool.

Here's how it works: Customers can call up a service agent through live audio and one-way video for real-time, personalized assistance within a mobile app. Salesforce offered the practical example of a mobile banking customer who wants to ask about a charge. With Service SOS, the customer can connect with a service agent to dispute the transaction in seconds.

"The mobile phone has become the dashboard of our lives -- we use it to manage how we interact with not only people, but products and companies," said Alex Bard, executive vice president and general manager of Service Cloud at Salesforce. "As the mobile device becomes every consumer's channel of choice, it is important companies meet their customers where they are."

Rethinking Mobile Customer Service

If you pull back the mobile apps market lens, you can see why Salesforce is pushing in this direction. According to market research firm Gartner, mobile app stores will see annual downloads reach 268 billion in 2017 and drive a total revenue of $77 billion. Both downloads and revenues are set to grow 27 percent a year between 2012 and 2017.

Market research firm Forrester backs that up. According to its "Mobile App Stores, Worldwide" report, customers are downloading more than 800 apps per second at a rate of more than 2 billion apps per month in Apple's iTunes App Store alone. Slashing Customer Frustration

According to third-party research Salesforce commissioned, companies that have deployed Service Cloud have seen an average 41 percent decrease in first-call resolution time, an average 35 percent decrease in support costs, an average 40 percent increase in agent productivity, and an average 37 percent increase in customer satisfaction. Service SOS could drive those numbers even higher. (continued...)

1  |  2  |  Next Page >

 

Tell Us What You Think
Comment:

Name:



APC has an established a reputation for solid products that virtually pay for themselves upon installation. Who has time to spend worrying about system downtime? APC makes it easy for you to focus on business growth instead of business downtime with reliable data center systems and IT solutions. Learn more here.


 Customer Service
1.   Chief Customer Officers' Clout Grows
2.   Watson's First Consumer-Facing Gig
3.   Social Media Haters Speak Up
4.   Comcast Customer Service Fiasco
5.   'May I Help You?' Asks Jibo the Robot


advertisement
Product Information and Resources for Technology You Can Use To Boost Your Business

Network Security Spotlight
Canadian Government Charges China With Cyberattack
The government of Canada is not happy with China. Canadian officials have accused "a highly sophisticated Chinese state-sponsored actor" of launching a cyberattack on its National Research Council.
 
Researchers Working To Fix Tor Security Exploit
Developers for the Tor privacy browser are scrambling to fix a bug revealed Monday that researchers say could allow hackers, or government surveillance agencies, to track users online.
 
Wall Street Journal Hacked Again
Hacked again. That’s the story at the Wall Street Journal this week as the newspaper reports that the computer systems housing some of its news graphics were breached. Customers not affected -- yet.
 

Enterprise Hardware Spotlight
Apple Updates MacBook Pros, Cuts Prices Up to $100
The popular MacBook Pro laptop line just got an update and a price cut of as much as $100. The MacBook Pro with Retina display now includes faster processors and double the memory.
 
Dell, BlackBerry Not Sweating Apple-IBM Alliance
IBM's recent move to partner with Apple to sell iPhones and iPads loaded with corporate applications has excited investors in both companies, but two rivals say they are unperturbed for now.
 
Watson Gets His First Customer Service Gig
Since appearing on Jeopardy, IBM's Watson supercomputer has been making a living using his super-intelligent knowledge base for business verticals. Now, Watson's been hired for his first customer service job.
 

Mobile Technology Spotlight
Virgin Mobile Offers Custom Smartphone Plans
As the wireless carrier wars continue heating up, Virgin Mobile just threw the customization coal onto the fire. The firm has debuted a no-annual-contract plan with rates based on individual use.
 
Collaboration Provider Asana Revamps Mobile App
Asana, a collaboration software provider started by a Facebook founder, is now out with a rebuilt native iOS mobile app. It replaces one that even the company admits was not up to par.
 
Android 'Fake ID' Puts Millions of Users at Risk
Having this fake ID is nothing to brag about, even if you are a minor. The “Fake ID” Android flaw drops malware into smartphone apps. It can steal credit card data and even take over your device.
 

Navigation
CRM Daily
Home/Top News | CRM Systems | Customer Service | Contact Centers | Business Intelligence | Sales & Marketing | Customer Data | CRM 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

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.