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Salesforce Introducing Service SOS Button for Mobile
Salesforce Introducing Service SOS Button for Mobile

By Jennifer LeClaire
April 24, 2014 10:06AM

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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.
 



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Cars.com, for one, is convinced.

"With Salesforce1 Service Cloud, we can provide our customers with access to Cars.com mobile sites to ensure on-the-go car shoppers receive the same high level of customer service and support to meet the urgency and personalization of the mobile shopping experience," said Joshua C. Chapman, vice president of operations at Cars.com.

Zeus Kerravala, an analyst at ZK Research, said that until now, there had not been an equivalent to Amazon Mayday in the business world. He predicted this would be the first of many such solutions that would enter the market.

"There are literally tens of thousands of companies that buy cloud services directly. Most of those apps don't have any type of customer service functionality built in," Kerravala told us. "When you think about the trend of having line-of-business managers using apps directly, it's not like you can call your help desk for support. The help desk may not even be aware that you are running the app. This should reduce the amount of customer frustration that companies see."

Salesforce1 Service SOS is planned for private beta the second half of 2014, and pricing will be announced at the time of general availability.

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