CIO Today

CIO Today Network Sites:   Top Tech News  |   CIO Today   |   Mobile Tech Today   |   Data Storage Today
Daily Briefing for Technology's Top Decision-Makers
APC Free White Paper
Optimize your network investment &
Enter to win a Samsung Galaxy Note

www.apc.com
Friday, April 18th 
24/7/365 Network Uptime!
This ad will display for the next 20 seconds. Please click for more information, or scroll down to pass the ad, or Close Ad.
Trending Topics:   Security Heartbleed Big Data Cloud Computing Windows XP Data Centers OS X Mavericks
Home
Enterprise Software
Enterprise Hardware
Big Data
Network Security
Cloud Computing
CRM Systems
Data Storage
Operating Systems
Communications
CIO Issues
Mobile Tech
Chips & Processors
World Wide Web
Business Briefing
After Hours
Press Releases
 
Free Newsletters
Top CIO News
 
Mobile Tech Today
 

Enterprise Software

Salesforce Service Cloud Mobilizes for Reps on the Go

Salesforce Service Cloud Mobilizes for Reps on the Go
February 28, 2013 9:50AM

Bookmark and Share
Service Cloud has more than 34,000 company customers, Salesforce said. According to third-party research commissioned by Salesforce, Service Cloud has resulted in an average 37 percent decrease in first call resolution time, 36 percent decrease in support costs, and 34 percent increase in satisfaction. New mobile features have been added to Service Cloud.

Neustar, Inc. (NYSE: NSR) is a trusted, neutral provider of real-time information and analysis to the Internet, telecommunications, information services, financial services, retail, media and advertising sectors. Neustar applies its advanced, secure technologies in location, identification, and evaluation to help its customers promote and protect their businesses. More information is available at www.neustar.biz.

Salesforce said Tuesday it was "doubling down" on mobile with the release of new features for its Service Cloud software-as-a-service platform that are specifically designed for customers using smartphones and tablets. The new Service Cloud Mobile offers chat, communities, and co-browsing for Apple and Android devices, including the Amazon Kindle.

Service Cloud is Salesforce's platform for customer service, encompassing contact center, self-service communities and social media. The mobile-targeted version is intended to help companies increase their ability to offer mobile services to customers. Salesforce's innovation director, Charlie Richey, told news media this initial announcement is the first of several mobile-specific ones that the company will soon make.

Although Service Cloud previously had mobile capabilities, the new features are designed to improve the overall customer experience for mobile users and to recast the company's offerings for the mobile era.

Co-Browsing, Communities

With the new co-browsing technology, customer service agents can guide inquiring mobile customers through shared browser-related actions, such as setting up a new account, without the need to download new software. The functionality is based on technology Salesforce acquired last summer when it purchased browser collaboration provider Goinstant for $70 million. Mobile chat provides instant interaction for issue resolution via a chat window within a mobile app, such as a customer service rep discussing product choices with a potential customer.

The Communities feature provides a centralized, brandable portal for mobile devices, so customers have a single destination to find answers through self-service, other users or experts provided by the company.

The mobile additions also include Service Cloud Touch, a set of functions that can be used by agents on supported mobile devices to resolve customer issues from any location. Its previously existing Salesforce Touch Platform is designed to assist developers in writing custom mobile apps once, and then deploying them to any device.

Optimizing for Mobile

Salesforce said its Service Cloud has more than 34,000 company customers, such as GE and NJ Transit. According to a third-party research report commissioned by Salesforce, Service Cloud has resulted in an average 37 percent decrease in first call resolution time, 36 percent decrease in support costs, and 34 percent increase in customer satisfaction.

Optimizing its Service Cloud for mobile is a necessity for Salesforce, as mobile devices have become the center of gravity for communications, and as start-ups, such as a company called Base, attempt to fill in the gaps for mobile service existing in the customer-facing offerings from Salesforce and others, which were originally designed for desktop or laptop screens.

Service Cloud Enterprise and Unlimited Edition customers can utilize mobile Communities at no additional cost. Mobile chat is available at $50/user per month for Service Enterprise and Unlimited Edition customers, and co-browsing will be available in the second half of this year at a price to be announced.

Tell Us What You Think
Comment:

Name:



 Enterprise Software
1. Android Gets Chrome Remote Desktop
2. NSC Backs Disclosing Vulnerabilities
3. Silverpop: IBM Marketing Gets Personal
4. Google Expands Virus Scans to All Apps
5. VMware Horizon 6 Folds In AirWatch




 Most Popular Articles
1. BlackBerry Drops T-Mobile After Nasty Spat
2. Cisco, IBM Launch Internet of Things Consortium
3. Salesforce CRM Gets Industry Specific for Internet of Customers
4. IBM Applies Big Data Analytics To Fight Against Fraud
5. Intel Bets on Cloudera for Big Data Analytics

Have an informed opinion on this story?
Send a Letter to the Editor.
We want to know what you think.
Send us your Feedback.

 Related Topics  Latest News & Special Reports

  Google Street View Unravels CAPTCHAs
  Yahoo COO Gets $58M Parting Gift
  Teen Arrested for Heartbleed Hack
  Android Gets Chrome Remote Desktop
  Malware Targets Facebook Users

 Technology Marketplace

Business Intelligence
Get real-time, cloud-based information services with Neustar.
 
Cloud Computing
BMC's I.T. solutions unleash the power of your business
Next Generation Data Center Is Here! Vblock™ Systems from VCE
 
Contact Centers
HP delivers the future of the contact center with HP Qfiniti 10.
 
Data Storage
Next Generation Data Center Is Here! Vblock™ Systems from VCE
Barium Ferrite (BaFe) is the future of tape.
2.5" Enterprise-class SATA & SAS SSDs for server & storage applications
 
Enterprise Hardware
Barium Ferrite (BaFe) is the future of tape.
2.5" Enterprise-class SATA & SAS SSDs for server & storage applications
 
Enterprise I.T.
BMC's I.T. solutions unleash the power of your business
 
Hardware
Protect your network with APC Smart-UPS battery backup
 
Network Security
Protect your network with APC Smart-UPS battery backup
 

Network Security Spotlight
Google's Street View Software Unravels CAPTCHAs
The latest software Google uses for its Street View cars to read street numbers in images for Google Maps works so well that it also solves CAPTCHAs, those puzzles designed to defeat bots.
 
Canadian Teen Arrested for Heartbleed Hack
One week after the OpenSSL Heartbleed vulnerability was unveiled, Canadian authorities have made the first arrest -- a London, Ontario teenager -- connected to exploiting the security hole.
 
IBM Offers Security, Disaster Recovery as SoftLayer Service
New disaster recovery and security services for SoftLayer clients are being added by IBM. Big Blue said the new capabilities will speed cloud adoption by alleviating concern over business continuity.
 

Enterprise Hardware Spotlight
Vaio Fit 11A Battery Danger Forces Recall by Sony
Using a Sony Vaio Fit 11A laptop? It's time to send it back to Sony. In fact, Sony is encouraging people to stop using the laptop after several reports of its Panasonic battery overheating.
 
Continued Drop in Global PC Shipments Slows
Worldwide shipments of PCs fell during the first three months of the year, but the global slump in PC demand may be easing, with a considerable slowdown from last year's drops.
 
Google Glass Finds a Home in Medical Education, Practice
Google Glass may find its first markets in verticals in which hands-free access to data is a boon. Medicine is among the most prominent of those, as seen in a number of Glass experiments under way.
 

Mobile Technology Spotlight
Google Releases Chrome Remote Desktop App for Android
You're out on a sales call, and use your Android mobile device to grab a file you have back at the office on your desktop. That's a bit easier now with Google's Chrome Remote Desktop app for Android.
 
Amazon 3D Smartphone Pics Leaked
E-commerce giant Amazon is reportedly set to launch a smartphone after years of development. Photos of the phone, which may feature a unique 3D interface, were leaked by tech pub BGR.
 
Zebra Tech Buys Motorola Enterprise for $3.45B
Weeks after Lenovo bought Motorola Mobility’s assets from Google for $2.91 billion, Zebra Technologies is throwing down $3.45 billion for Motorola’s Enterprise business in an all-cash deal.
 

Navigation
CIO Today
Home/Top News | Enterprise Software | Enterprise Hardware | Big Data | Network Security | Cloud Computing | CRM Systems
Data Storage | Operating Systems | Communications | CIO Issues | Mobile Tech | Chips & Processors | World Wide Web
Business Briefing | After Hours | Press Releases
Also visit these Enterprise Technology Sites
Top Tech News | CIO Today | Mobile Tech Today | Data Storage Today

Services:
FreeNewsFeed | Free Newsletters | XML/RSS Feed

About CIO Today Network | How To Contact Us | Article Reprints | Services for PR Pros (In partnership with NewsFactor) | Top Tech Wire | How To Advertise

Privacy Policy | Terms of Service
© Copyright 2000-2014 CIO Today. All rights reserved. Article rating technology by Blogowogo. Member of Accuserve Ad Network.