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

One module offers two-way video chat, so customers and agents can see each other

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.

"Customers today expect service that is smart, personalized and fast -- wherever and whenever they are interacting with a brand," said Mike Milburn, general manager and senior vice president for Service Cloud.

Sixty-one percent of consumers use multiple channels to resolve customer-service issues, so it's essential for companies to connect with them across channels, Salesforce said.

Service Cloud Lightning targets customer-service departments, and the Snap-ins are designed to make their service more personalized via software development kits (SDKs) for Web and mobile. The idea is that agents can use contextual customer details from app data to point customers to the right solutions quickly.

Last year, Salesforce launched Service for Apps to help companies integrate Service Cloud into mobile apps. Now, it's extending that in-app service to websites and Web apps and simplifying the process through the new SDKs.

Service Cloud Lightning is available in editions starting at $75 per user per month; most Snap-in functions are priced separately. Snap-in SDKs are expected to be generally available next month and will be included for users with a Service Cloud Lightning enterprise or unlimited license at no additional cost.

Join the newsletter!

Error: Please check your email address.
Rocket to Success - Your 10 Tips for Smarter ERP System Selection

Tags Salesforce.com

Keep up with the latest tech news, reviews and previews by subscribing to the Good Gear Guide newsletter.

Katherine Noyes

IDG News Service
Show Comments

Most Popular Reviews

Latest Articles

Resources

PCW Evaluation Team

Matthew Stivala

HP OfficeJet 250 Mobile Printer

The HP OfficeJet 250 Mobile Printer is a great device that fits perfectly into my fast paced and mobile lifestyle. My first impression of the printer itself was how incredibly compact and sleek the device was.

Armand Abogado

HP OfficeJet 250 Mobile Printer

Wireless printing from my iPhone was also a handy feature, the whole experience was quick and seamless with no setup requirements - accessed through the default iOS printing menu options.

Azadeh Williams

HP OfficeJet Pro 8730

A smarter way to print for busy small business owners, combining speedy printing with scanning and copying, making it easier to produce high quality documents and images at a touch of a button.

Andrew Grant

HP OfficeJet Pro 8730

I've had a multifunction printer in the office going on 10 years now. It was a neat bit of kit back in the day -- print, copy, scan, fax -- when printing over WiFi felt a bit like magic. It’s seen better days though and an upgrade’s well overdue. This HP OfficeJet Pro 8730 looks like it ticks all the same boxes: print, copy, scan, and fax. (Really? Does anyone fax anything any more? I guess it's good to know the facility’s there, just in case.) Printing over WiFi is more-or- less standard these days.

Ed Dawson

HP OfficeJet Pro 8730

As a freelance writer who is always on the go, I like my technology to be both efficient and effective so I can do my job well. The HP OfficeJet Pro 8730 Inkjet Printer ticks all the boxes in terms of form factor, performance and user interface.

Michael Hargreaves

Windows 10 for Business / Dell XPS 13

I’d happily recommend this touchscreen laptop and Windows 10 as a great way to get serious work done at a desk or on the road.

Featured Content

Latest Jobs

Don’t have an account? Sign up here

Don't have an account? Sign up now

Forgot password?