Deliver smarter support on your customers’ terms, time frame, and channel.
Be everywhere your customers are with Service Cloud Digital Engagement. Reach customers across every digital channel — including mobile messaging, web chat, social networks, and more — to provide a seamless service experience all on the #1 platform for service.
Connect with your customers over the digital channels they love.
Customers shouldn't have to jump through hoops to reach your company. Make sure they can contact you the way they want over the channels they use most in their everyday life.
Shift the conversation away from “hold, please” with mobile messaging.
Engage with customers over mobile messaging using Messaging. Reach out and respond over their preferred mobile channels like SMS text, Facebook Messenger, and now Apple Business Chat beta.
Easily add AI-powered, live chat support to your sites and mobile apps.
Deliver personalized support in your customer’s moment of need with chat. Easily deflect routine requests with a chatbot, or route to an agent for more complicated issues.
Help customers find answers on their own with a self-service community or portal.
Scale your support by deflecting those common, yet time-consuming, cases with beautifully branded, always-on, and completely connected self-service experiences.
Build personalized support right into your site or app, in a snap.
Keep customers from leaving your site or app by offering multiple, personalized support options. Easily embed live chat, knowledge articles, case management, and more with embedded service.
Supercharge your support team with AI-powered chatbots.
Increase agent productivity by deflecting routine customer requests with Einstein Bots, chatbots powered by artificial intelligence. For more complex cases, bots can reduce wait-times by collecting and qualifying customer information upfront for a quick and seamless hand off.
Maximize agent productivity by bringing every case into one place.
Deliver a cohesive experience with Service Cloud Lightning Console. Automatically assign cases to the right agents with omni-channel routing, and see every channel — including email, social, and SMS — on a single, 360-degree dashboard.