{"id":19692,"date":"2019-06-17T05:00:00","date_gmt":"2019-06-17T12:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=19692"},"modified":"2024-09-16T14:47:35","modified_gmt":"2024-09-16T21:47:35","slug":"expanding-digital-customer-service-capabilities-with-new-channels-and-bot-innovations","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/news\/stories\/expanding-digital-customer-service-capabilities-with-new-channels-and-bot-innovations\/","title":{"rendered":"Expanding Digital Customer Service Capabilities with New Channels and Bot Innovations"},"content":{"rendered":"\n

Today\u2019s customer demands service on their terms, uses an average of 10 different channels<\/a> to connect with companies \u2014 including messaging, chat, social, email and phone \u2014 and expects a personalized and consistent experience across all of them, every single time. Yet, disconnected customer service experiences are still far too common. Almost everyone has had to repeat basic information during routine service interactions with a call center agent, or found themselves unable to get answers to fairly simple questions on their preferred channel. Only 16% of consumers<\/a> say companies excel at delivering connected experiences \u2014 the fact is, it\u2019s hard.<\/p>\n\n\n\n

We enable companies to deliver on these expectations with a complete customer service platform<\/a> that powers connected customer experiences across any channel, from one central console. And today I\u2019m excited to announce new innovations in Service Cloud that make it easy for consumers to discover and access the service channels they prefer, and enable companies to deploy bots on more channels so they can scale to meet growing consumer demands. Now every digital customer service interaction can be seamless, regardless of whether it occurs on the web, messaging apps, chat or otherwise.<\/p>\n\n\n\n

Introducing the new channel menu<\/b><\/h2>\n\n\n\n

Say goodbye to the static \u201cContact Us\u201d page. Our new channel menu gives customers an easy way to start conversations with companies on their preferred messaging and chat channels like SMS, Facebook Messenger, WhatsApp or web chat, as well as traditional channels like voice. It can be embedded anywhere in a website including high traffic areas like checkout or home page, making it easily discoverable and accessible. And the channel menu can be set up with as little as four clicks, letting companies avoid expensive and time-consuming development work so they can get up and running right away. <\/p>\n\n\n

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Open Image Modal<\/span>\"\"<\/a>
Channel menu provides easy access to preferred messaging and chat channels<\/figcaption><\/figure>\n
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