Salesforce takes wraps off Service Cloud Mobile

News Jane McCallion Feb 27, 2013
smartphone in hands
smartphone in hands

Cloud CRM player reveals first wave of mobile products

Enterprise software-as-a-service (SaaS) provider Salesforce.com has unveiled its first line of new cloud products aimed specifically at mobile devices.

Salesforce Service Cloud Mobile allows companies to deliver “breakthrough customer service” any time and on any device, the company claims.

“The mobile revolution has created a generation of customers who expect more when engaging with companies. Yet most companies are not set up to address these expectations,” Salesforce said.

“Legacy call centre software systems were designed for the era of landlines. Companies must become customer companies and transform their customer service to meet customers in the mobile era – wherever they are on any device,” it added.

Salesforce claims Service Cloud Mobile delivers the industry’s first mobile co-browsing, mobile communities, mobile chat and touch-based agent interface technologies designed for customer service in the cloud.

Alex Bard, senior vice president and general manager of Service Cloud at Salesforce, said: “Salesforce.com is doubling down on mobile. The first in a series of innovations we will deliver this year, Service Cloud Mobile is helping customer companies transform the way they deliver customer service for the mobile era.”

Service Cloud Mobile builds on Salesforce Touch and Salesforce Touch Platform, which were launched at Dreamforce 2012 in September which allow users to have Salesforce Sales Cloud on any mobile device and developers to write custom mobile apps respectively.

Service Cloud mobile chat is generally available immediately, as is Mobile Service Cloud Communities. However the co-browsing element of Service Cloud Mobile will not be generally available until the second half of 2013.