February 27, 2013
Salesforce.com Launches New Service
By Calvin Azuri
Salesforce.com (News - Alert) recently announced that it has launched the first in a series of new solutions that will look to empower customer companies to transform for the mobile era. The company has released a new Salesforce Service Cloud Mobile solution, which will enable companies to offer innovative customer service anytime and on any device.
In a statement, Alex Bard, SVP and GM of Service Cloud, salesforce.com said “Salesforce.com is doubling down on mobile. The first in a series of innovations we’ll deliver this year, Service Cloud Mobile is helping customer companies transform the way they deliver customer service for the mobile era.”
The new Service Cloud Mobile will now offer the industry’s first mobile co-browsing, mobile communities, mobile chat and touch-based agent interface technologies that have all been specifically designed for customer service in the cloud.
Anthony Grieco, senior director of customer service and transit information, NJ TRANSIT, New Jersey’s public transportation organizations said “Mobile creates an opportunity for NJ TRANSIT to make new connections with our customers while empowering them with access to real-time information to take control of their journey. Using Salesforce, we are able to quickly connect with our customers on mobile devices to deliver great customer service and empower our agents to improve customer response times and overall customer satisfaction.”
Salesforce.com has released the new Service Cloud Mobile with new innovations such as mobile chat that empowers real-time customer engagement anywhere; breakthrough co-browsing delivers hands-on customer service via any device; mobile service cloud communities provide instant access to knowledge and service cloud touch encourages engagement with customers from any location.
Tim Spong, director of safety, security and risk, Chipotle, said, “We are constantly evolving our communication model so we can connect with our customers in the ways that are most relevant to them. With more than 1,300 restaurants and counting, we’re rapidly growing and we want each customer to know they’re important. Salesforce helps us personalize their experiences and focus on creating relationships with them—that’s always our top priority.”
Edited by Brooke Neuman