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Use Mobile to Connect with Your Customers and Your Workforce

Learning Objectives

After completing this module, you’ll be able to:

  • Use Snap-ins to help your customers connect to information and your agents, instantly through your mobile app.
  • Explain the capabilities and benefits of making customer connections anywhere.
  • Name the benefits that Field Service Lightning can have on your mobile workforce.
  • Explain how LiveMessage can modernize your contact center.

Add Mobile Customer Service to Your App in a Snap with Snap-ins

The Service Cloud Snap-ins for Mobile Apps are a set of tools that help you inject Service Cloud platform features into your existing iOS (iPhone, iPad) and Android apps.

Snap-ins for Mobile Apps aren’t separate products or stand-alone apps, they’re part of a software development kit (SDK) that is powered by the Service Cloud platform. You can use Snap-ins for Mobile Apps to add features like Knowledge and Live Agent (chat) to your mobile app. All of this is integrated seamlessly, so customers never have to leave your app to find the answers they need.

Knowledge Base

The Service Cloud Snap-ins for Mobile Apps let you connect your existing knowledge base to your mobile app. Use it to point to particular categories of knowledge, so customers can find what they need in a snap.

Case Management

Give customers the option to create a case right in your mobile app that is routed directly to your customer service agents who are using Service Cloud Console. Better yet, you have the flexibility to include an authentication feature to get additional details about the customer trying to reach your contact center, or not. It’s totally up to you.

Real-Time Support

We’ve got that covered, too. You can add Live Agent to offer your customers real-time, chat-based conversations with support agents. Add SOS and take real-time support even further with screen sharing and two-way video chats, from the agent desktop straight to the customer’s mobile phone. And with screen sharing, an agent can draw directly on a customer’s screen.

Watch our Snap-ins for Mobile Apps demo to see how to bring personalized service to your customers anywhere.


Help Customers Help Themselves Everywhere with Community Cloud

Your customers are connected, mobile, and they expect answers fast. The good news is that now the majority of consumers prefer using online self-service to answer many of their service questions. Community Cloud takes self-service a step further. You can create a single, branded community or portal that your customers can access to find what they need on any mobile device, anywhere they go. And your agents can use the community as a resource to source answers for customers who prefer to contact them directly.

Now, your customers and agents can go straight to your community anytime to:

  • Share experiences and expertise with other customers. (Remember, happy customers are some of your most enthusiastic brand ambassadors.)
  • Access their data such as accounts, service tickets, and bills for easy account updates.
  • Find information about your company and products in one place.

Community Cloud is built on the Salesforce platform, so data from your community lives in your Salesforce org, and data living in your Salesforce org can be securely shared externally through your community. (Don’t worry. Your admin controls data visibility with the outside world and which audience can access what—just like you do with your internal Salesforce org.) In short, a community built using the Community Cloud provides a window into your Salesforce world.

Check out this demo to see how Customer Community creates an effortless customer experience:


Deliver Seamless, Personalized On-Site Service with Field Service Lightning

Everyone talks about delivering mobile service to customers. But let’s not forget about a crucial part of many businesses: the mobile workforce. We all have a good story about a service call with a 5-hour wait window. Super frustrating? Yes, but field service really does have several unique challenges. And in this era of evolving customer expectations, standard customer service solutions just won’t cut it. That’s why Salesforce added Field Service Lightning to the Service Cloud platform, to provide customer support organizations with everything from detailed scheduling for supervisors, to skills-based routing for the mobile workforce and real-time updates based on availability and proximity to an appointment.

Unlock the Power of LiveMessage for Customer Service

As we showed you in Unit 1, people connect with each other all day, every day with SMS and Facebook Messenger. And they expect to connect with your business the same way.

With Salesforce LiveMessage, your business can integrate two-way messaging right into your service center. Your agents can engage in mobile messaging conversations with customers from their computer using the Service Cloud Console, and they can even use emojis to add a more personal touch! Let’s recap the benefits of LiveMessage.

  • It’s powered by the Salesforce Platform so intelligence and insights are surfaced to agents from any back-end system using Salesforce for Service.
  • It’s a lower-cost channel than voice so contact centers can reduce telecom costs and volume.
  • It makes your call center more efficient by giving agents the ability to handle multiple conversations versus just one phone call. The end result: You increase ROI.
  • It’s conversational rather than transactional, which makes for a more personalized customer experience.
  • It’s not tied to a browser so customers can reach an agent instantly, get the answers they need, and be on their way.

Resources

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