Salesforce brings cross-channel service a step closer with new ‘Snap-ins’

You can’t always bring customers to your best customer-service tools, but now you can bring those tools to them thanks to a new addition announced Wednesday for Salesforce’s Service Cloud.

Dubbed Service Cloud Lightning Snap-ins, the new offering allows organizations of any size to take key support features from Salesforce’s Service Cloud and “drop” them into their websites or mobile apps. Case-management and live-chat capabilities can now be added to mobile and Web apps, for example, and a tap-to-call feature is available for Android and iOS.

A new module enabling two-way video chat, meanwhile, allows customers and agents to see each other. A customer could also use a smartphone’s front-facing camera to show the agent the problem at hand.

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