Salesforce.com Debuts Salesforce1 Service Cloud SOS



Salesforce.com has launched Salesforce1 Service Cloud SOS, a solution that offers customer service and support directly inside any mobile app, similar to the Amazon Kindle Mayday button. Powered by the new Salesforce1 Platform APIs, Service SOS will enable companies to provide high-touch, frictionless support experiences for their customers with instant, anytime access to support within any mobile app.

“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, Service Cloud, Salesforce.com, in a statement. “As the mobile device becomes every consumer’s channel of choice, it is important companies meet their customers where they are. With Salesforce1 Service Cloud SOS, companies will be able to transform the way they connect with their customers for the mobile era.”

Citing information from Gartner, Salesforce.com said that mobile app stores will see annual downloads reach 268 billion in 2017, with total revenue of $77 billion, each growing at 27 percent a year between 2012 and 2017. “Customers are downloading more than 800 apps per second at a rate of more than two billion apps per month on the Apple App Store alone. Customers are increasingly connecting through mobile apps. Companies need to re-imagine how they deliver service across every channel, over any device and within the mobile app experience. Currently, when mobile users need assistance, they must exit the app or wait until they get to back to a desktop to find help,” Salesforce said.

Now, companies will be able to embed a help button into any mobile app to give their customers instant access to support through:

•           Agent Video Support for Real-Time Customer Assistance – With Service SOS, companies will be able to deliver instant access via live video support to their customers. Now, a customer will be able to summon a service agent through live audio and one-way video for real-time, personalized assistance within a mobile app. For example, a mobile banking customer that wants to inquire about an unfamiliar charge can instantly connect with a service agent to immediately dispute the transaction. With a tap of the SOS button, an available service agent will appear on their screen to provide instant, anytime support within the mobile app.

•           Personalized 1:1 Assistance with On-Screen Guided Support – Service SOS will allow companies to deliver agent-guided assistance to their customers within the mobile app on any device, for faster, more personalized customer service. Customers will have the ability to instantly share their mobile screen, at which time an agent will see a mirror-image view and can draw on the screen to provide personalized step-by-step guidance. For example, a mobile shopper can instantly connect to a service agent to inquire about the availability of a size. And the service agent can see the customer interact with the mobile app in real-time or draw on the screen to guide the customer through completing an order.

Pricing and Availability:

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

•           Salesforce1 Service SOS is specifically for use with native mobile apps with support for iOS and Android.

•           Salesforce1 Service Cloud is now generally available and pricing starts at $65 per user per month.

•           Salesforce1 Mobile App is now generally available for download at the Apple App Store and Google Play.