New Salesforce line helps enterprises deliver in-app customer support

An offering for SMBs is also on the way

Salesforce Service for Apps

Salesforce Service for Apps

Companies large and small are scrambling to keep up with the demands of an increasingly mobile world, and on Thursday Salesforce unveiled a new line of tools that's designed to help.

Salesforce Service for Apps taps the CRM giant's Service Cloud to let any organization to embed multichannel customer service -- including live video chat with a customer-service agent -- directly into the mobile apps they offer their customers.

Salesforce SOS is the first to arrive in the new line. Similar to the Amazon "Mayday" button, it provides live, personalized and interactive video support, on-screen guided assistance and screen-sharing with an agent.

Arriving in beta later this year will be four other Service for Apps offerings.

Chat for Apps will make it possible for a customer to message an agent instantly without leaving the app they're using. A mobile gamer, for instance, will be able to chat with a support agent for real-time, personalized advice on a gaming technique, and the agent will have the necessary context to know which game or level the customer is inquiring about, Salesforce said.

Tap-to-Call for Apps, meanwhile, will enable customers to access live phone support immediately from any mobile app. If a distressed traveler needs to inquire about a missed connection, for example, a tap within an airline's mobile app can connect them to an agent for real-time support without the need to provide personal information, flight numbers and other details.

Knowledge for Apps is another of Salesforce's upcoming offerings, and it gives customers in-app access to knowledge articles and FAQs.

Finally, Cases for Apps is designed to let users quickly create and monitor cases, use their device's camera and location to provide additional details, and receive a notification when the case is resolved. A citizen could use it within a city's 311 app, for example, to send a picture and the location of a broken sign or street pothole, automatically generating a repair case so the city can resolve the issue.

Salesforce SOS is priced at $150 per user per month with an Enterprise Edition license of Service Cloud; Service Cloud pricing starts at $135 per user per month.

Chat for Apps, Tap-to-Call for Apps, Knowledge for Apps and Cases for Apps are planned for private beta in the latter half of 2015. Pricing will be announced at the time of general availability. In the meantime, Salesforce customers interested in joining the private beta program should contact their account executive.

Also on Thursday, Salesforce announced Desk.com for Apps, a new software development kit powered by Desk.com that aims to help small and medium-size companies embed support into their own mobile apps. That offering is currently in private beta; pricing will be announced when it becomes generally available.

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.

Tags mobileSalesforce.comsoftwaremobile applicationsapplicationsCustomer Relationship Management

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

Father’s Day Gift Guide

Most Popular Reviews

Latest Articles

Resources

PCW Evaluation Team

Tom Sellers

MSI P65

This smart laptop was enjoyable to use and great to work on – creating content was super simple.

Lolita Wang

MSI GT76

It really doesn’t get more “gaming laptop” than this.

Jack Jeffries

MSI GS75

As the Maserati or BMW of laptops, it would fit perfectly in the hands of a professional needing firepower under the hood, sophistication and class on the surface, and gaming prowess (sports mode if you will) in between.

Taylor Carr

MSI PS63

The MSI PS63 is an amazing laptop and I would definitely consider buying one in the future.

Christopher Low

Brother RJ-4230B

This small mobile printer is exactly what I need for invoicing and other jobs such as sending fellow tradesman details or step-by-step instructions that I can easily print off from my phone or the Web.

Aysha Strobbe

Microsoft Office 365/HP Spectre x360

Microsoft Office continues to make a student’s life that little bit easier by offering reliable, easy to use, time-saving functionality, while continuing to develop new features that further enhance what is already a formidable collection of applications

Featured Content

Don’t have an account? Sign up here

Don't have an account? Sign up now

Forgot password?