Salesforce has unveiled a tool that companies could incorporate into mobile applications for iOS and Android devices to provide video assistance to users, similar to Amazon’s Mayday service.
The tool, called Salesforce1 Service Cloud SOS, can be built into applications so that support agents can appear on the screens of mobile devices and help customers deal with issues or answer queries about how to use the app.
Salesforce gave the example of a banking customer using the function to query an item on their statement. Furthermore, the tool offers the ability to screenshare the mobile app to the support agent in a mirror-image display, so they can talk the user through any steps required to use the app or place an order.
Salesforce already has several notable customers using its wider Service Cloud offering, such as American Express and Stanley Black & Decker. General manager of Service Cloud Alex Bard said Salesforce was confident the video support offering was an addition that these types of firms would benefit from.
“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,” he said.
“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.”
The service is beginning life as a beta in the second half of 2014 with full availability yet to be announced.
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