With game-changing innovations including SOS for Apps, a smarter agent console and instant service communities, Service Cloud1 empowers companies to deliver personalized, smarter and faster service anytime, anywhere
Industry-defining companies like Activision, Eventbrite, HP, Newell Rubbermaid and Rosetta Stone leverage Service Cloud1 to connect with customers in a whole new way
SAN FRANCISCO\u2014Oct. 7, 2014\u2014Salesforce.com (NYSE: CRM), the world\u2019s #1 CRM platform, today announced Service Cloud1\u2014the world\u2019s #1 service app, reimagined. With game-changing innovations including SOS for Apps, a smarter agent console and instant service communities, Service Cloud1 empowers companies to deliver personalized, smarter and faster service anywhere, anytime. Industry-defining companies like Activision, Eventbrite, HP, Newell Rubbermaid and Rosetta Stone leverage the Service Cloud1 to connect with customers in a whole new way.
Comments on the News
\u2022 \u201cToday\u2019s consumers expect customer service to be easy and readily available with the swipe of a finger, \u201d said Mike Milburn, SVP and GM of Service Cloud, salesforce.com. \u201cService Cloud1 takes the customer service experience beyond easy and instant, by enabling personalized, smarter and faster customer engagements.\u201d
\u2022 \u201cAt Eventbrite, we understand the importance of connecting to every customer and providing service where and when our customers need it," said Dana Kilian, VP of Customer Service, Eventbrite. "Salesforce Service Cloud is a key component for us to deliver on our tenacious focus on and commitment to excellent customer service.\u201d
\u2022 \u201cWe live in the age of the connected customer, and it’s every company\u2019s responsibility to provide customer service where, when and how the customer prefers to engage,\u201d said Tim Rondeau, Senior Director of Customer Care, Activision. \u201cAt Activision, our goal is to prioritize customer service as a way to build relationships with the gaming community, increase player satisfaction and create customer loyalty. With that goal in mind, we have used Service Cloud in the hopes of personalizing customer service to each and every gamer, exceeding the high expectations of our passionate fanbase.\u201d
Service Cloud1\u2014the World’s #1 Service App, Reimagined
Today\u2019s consumers are increasingly mobile, social and connected, and have been trained by companies like Amazon to expect easy and instant customer service experiences. In fact, according to a recent study, customer experience has overtaken price and product as the #1 brand differentiator . It is imperative for companies to reimagine how they deliver customer service\u2014across every channel and on any device\u2014to meet the rising threshold of customer expectations.
Service Cloud1\u2014Reimagined to Deliver Customer Service Everywhere
The completely reimagined Service Cloud1, the world\u2019s #1 service app, sets a new standard for customer service in the connected world. Today, salesforce.com announced Service Cloud1 with new innovations that deliver more personalized, smarter and faster customer service experiences. The new innovations include:
\u2022 SOS for Apps\u2014Salesforce SOS for Apps, similar to the Mayday button for the Amazon Fire Phone and Kindle Fire HDX tablet, is a game-changing mobile service solution that will provide in-context access to customer service with a live video connection to an agent, on-screen guided assistance and screen sharing. It will enable any company to embed personalized service in any mobile app to deliver instant, anytime access to support. For example, with one-touch of an SOS button, customers can connect with a live service agent from their bank, who can provide side-by-side guided assistance. The agent will be able to see what\u2019s happening on the customer’s mobile phone and even draw on the screen to help them navigate.
\u2022 Smarter Agent Console\u2014The new, sleek Service Cloud1 Agent Console is optimized to boost service agent productivity in fast-paced environments. The smarter Console pushes dynamic content to agents around known issues, highlights the resources most often used to resolve cases faster and streamlines access to data. With the Service Cloud1 Agent Console, agents can now eliminate time-consuming searches and endless digging through disconnected databases to find information.
\u2022 Instant Service Communities\u2014New instant service communities, powered by the Salesforce Community Cloud, allow any company to quickly create, brand and deploy self-service communities where customers can connect with information, apps and experts to quickly find answers to their questions. If a retailer, for example, sees a spike in questions about the availability date of a highly anticipated new product, it can quickly create a self-service community for customers to easily find answers to key questions and share information that may impact their purchase decisions.
Customer Service that Scales with Business Growth\u2014Introducing Desk Connect
Salesforce.com has customer service solutions for any size business\u2014from the smallest companies to the world\u2019s largest enterprises. Desk1, the all-in-one customer service app from Desk.com, allows SMBs to differentiate themselves by delivering amazing personalized customer experiences to outpace the competition and drive growth. Today, Desk.com is introducing Desk Connect to seamlessly sync data from support cases to Salesforce for a single, comprehensive view of the customer. As businesses grow and require more sophisticated customer service practices, they have an easy path to Service Cloud1 from Desk1 with Desk Connect.
Industry-Defining Companies Deliver Amazing Customer Service with Service Cloud1
Service Cloud1, the world\u2019s #1 customer service app, transforms support organizations to exceed customer expectations and deliver amazing customer service experiences. Industry-defining companies, such as Activision, Eventbrite, HP, Newell Rubbermaid and Rosetta Stone, now have the ability to connect with their customers in a whole new way. Companies that have deployed Service Cloud have seen an average 42 percent faster case resolution, 40 percent decrease in support costs, an average 40 percent increase in agent productivity and an average 40-percent increase in customer satisfaction, according to a recent third-party research report sponsored by salesforce.com .
Pricing and Availability
\u2022 Service Cloud1 is now generally available and pricing starts at $65 per user per month.
\u2022 Salesforce SOS for Apps is currently in private beta and pricing will be announced at the time of general availability.
\u2022 The Service Cloud1 Agent Console is generally available and included with Service Cloud1 user licenses.
\u2022 Salesforce1 Community Cloud starts at $500 per month and is generally available.
\u2022 Salesforce Desk1 is generally available today with pricing starting at $50 per month, per agent.
Additional Information
\u2022 Register for Dreamforce 2014, the largest software event ever, including free keynote and expo pass: http:\/\/dreamforce.com
\u2022 Donate to the San Francisco\/Marin Food Bank and other anti-hunger partners around the world here: http:\/\/www.dfgives.org
\u2022 Sign-up for the Salesforce $1 Million Hackathon: https:\/\/developer.salesforce.com\/million-dollar-hackathon
\u2022 Buy tickets for the Dreamforce Gala and UCSF Benioff Children\u2019s Hospitals Benefit Concert: http:\/\/www.theconcertforkids.com
\u2022 Learn more about the Service Cloud1: http:\/\/www.salesforce.com\/service-cloud\/overview\/
\u2022 Follow @Salesforce on Twitter
\u2022 Like the Service Cloud1 on Facebook: https:\/\/www.facebook.com\/ServiceCloud<\/p>","protected":false},"excerpt":{"rendered":"
With game-changing innovations including SOS for Apps, a smarter agent console and instant service communities, Service Cloud1 empowers companies to deliver personalized, smarter and faster service anytime, anywhere Industry-defining companies like Activision, Eventbrite, HP, Newell Rubbermaid and Rosetta Stone leverage Service Cloud1 to connect with customers in a whole new way SAN FRANCISCO\u2014Oct. 7, 2014\u2014Salesforce.com […]<\/p>\n","protected":false},"author":156,"featured_media":0,"template":"","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"sf_content_type":[1755,1792],"sf_theme":[1917,1912],"sf_topic":[1734,1757,1726],"sf_product":[1772,2363],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1724],"sf_collection":[],"sf_visibility":[],"coauthors":[],"class_list":["post-21257","sf_press_release","type-sf_press_release","status-publish","hentry","sf_content_type-press-releases","sf_content_type-press-releases-product","sf_theme-customer-engagement","sf_theme-digital-transformation","sf_topic-customer-engagement","sf_topic-customer-service-and-support","sf_topic-digital-transformation","sf_product-agentforce-service","sf_product-customer-360","sf_location-amer"],"yoast_head":"\n