A personalized customer experience allows the companies to boost confidence in their customer. With the same approach, Salesforce, the world’s top CRM Company has launched its Service Cloud Lightning Snap-ins to allow the companies provide with the personalized and connected service to their client. Now using this facility, organizations of any size can use the Snap-ins capability like Tap-to-Call, Knowledge, Cases, Live Chat and SOS to their web and mobile apps.
Customers always wanted to seamlessly move between the products and services. 61% of consumers have to use multiple channels to solve their client query. But, with the introduction of Snap-ins, the traditional practice has now changed. With the announcement, now the companies can embed the functionalities of the Snap-in in their webpage or apps to provide with the seamless customer experience. In this, all the functionalities will be snapped in together in the mobile and web app by combining multiple SDKs into a single unified SDK.
The SOS product is also improved by using a 2-way video support where now both the customer and support agent can see each other. Whether a customer needs any hardware or software support, using this SOS product, companies have got an extending help to contact and serve customers easily.
The SOS product is also improved by using a 2-way video support where now both the customer and support agent can see each other. Whether a customer needs any hardware or software support, using this SOS product, companies have got an extending help to contact and serve customers easily.
Facilities provided by the Service Cloud Lightning Snap-ins are:
- Contextual support: Agents can easily use the contextual details of the customer to guide them to the right solution. This means an agent can now supply any knowledge related documents or other related solutions respectively based on their customer behavior.
- Prompt service: Support agent can now quickly integrate any service directly on the customers mobile and web using the SDK’s (native mobile and web software development kits).
- Personalized support: Now it becomes easier for the agent to connect with the customer and provide the personalized support by directly looking at the issues and directing them in a face-to-face manner.
- Single platform support: Easily connect and communicate with the customer on a single platform to provide seamless and personalized service.
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