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News : Salesforce1 Service Cloud Adds Mayday Button
April 25, 2014 -- Salesforce has unveiled a service that organisations can integrate into their mobile apps to provide video help to users.
The service has echoes of Amazon’s Mayday service, which offers users of its tablets remote support.
The button, called Salesforce1 Service Cloud SOS, can be incorporated into mobile applications and allows helpdesk agents to appear on mobile devices and deal with customer queries and issues.
The agent would be able to provide live video and audio assistance to the end user. Customers would also be able to share their screen with the agent to receive one-to-one guidance.
Salesforce said an example of how the button could be used is in mobile banking when customers may want to question an unfamiliar charge with a service agent immediately. By pressing the SOS button, an available service agent will appear on their screen to provide instant, anytime support within the app.
"The mobile phone has become the dashboard of our lives — we use it to manage how we interact with not only people, but products and companies," said Alex Bard, general manager of Service Cloud, salesforce.com.
"As the mobile device becomes every consumer’s channel of choice, it is important companies meet their customers where they are. With Salesforce1 Service Cloud SOS, companies will be able to transform the way they connect with their customers for the mobile era."
Posted by Veronica Silva Cusi, news correspondent
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More Editorial From SalesForce
Salesforce.com delivers software-as-service offering a family of on demand solutions for integrated sales force automation, campaign management, customer service and support, and document and file management to help companies meet the complex challenges of global customer communication. The company has introduced sforce, a new service that will change how applications are built as significantly as salesforce.com changed how applications are delivered.
Published: Monday, April 28, 2014