In an initiative to boost customer service in the cloud, Salesforce has unveiled Salesforce Service Cloud Mobile, a solution that delivers mobile co-browsing, mobile communities, mobile chat and touch-based agent interface technologies.
With new co-browsing technology, companies can provide agent-guided assistance to customers on mobile devices via any Web browser. Through a shared Web experience, co-browsing will allow service agents to guide customers through complex forms or transactions, set up accounts or resolve issues without the need to download any software.
New mobile Service Cloud Communities feature delivers the next generation portal, completely optimized for mobile devices. These branded mobile communities enable companies to provide a single destination for customers to easily find answers to questions via self-service, peers or company experts.
With new Service Cloud mobile chat, customers can instantly chat with a live service agent to quickly resolve issues as they happen. Additionally, the Service Cloud Touch feature provides customer engagement with customers from any location, and enables company service agents to manage and resolve cases on the go with an Amazon Kindle, Android device, iPad or iPhone.