Salesforce (NYSE: CRM) introduced Service Cloud Lightning Snap-ins to help companies provide connected, personalized service across any device. With Service Cloud Lightning Snap-ins, organizations of any size can now quickly deploy a contextual, modern service experience by just “snapping-in” capabilities such as Cases, Knowledge, Live Chat, SOS and Tap-to-Call to their mobile and web apps. Additionally, the Salesforce SOS Snap-in now has two-way video chat, empowering agents to quickly see and resolve customer issues.
New Service Cloud Lightning Snap-ins will enable companies to deliver faster, smarter and more personalized customer support with the following innovations:
- New Unified Snap-in SDK for Web: This new web SDK ensures that customers have the same seamless experience on web as on mobile—and can easily deploy Cases, Chat, Knowledge and SOS. Because Snap-ins are fully integrated with the Service Cloud Lightning Platform, agents can see an entire 360-degree view of the customer to provide a personalized service experience.
- New iOS and Android Unified Snap-in SDKs for Mobile: With one powerful mobile SDK, companies will be able to quickly deploy Salesforce SOS, Knowledge, Cases, Chat and Tap-to-Call for Android or iOS. Having one SDK accelerates development, reduces complexity and ensures that companies can quickly and easily snap-in new service options as needed.
- New Salesforce SOS with Two-Way Video: The best service has a personal touch. The new Salesforce SOS takes it to a whole new level with two-way video, which will let a customer and customer service agent see each other using the camera on a smartphone. The customer will also be able to use the smartphone’s front-facing camera to show the agent the problem they are facing—like a rip in a newly purchased item of clothing—giving the agent the information needed to resolve the issue quickly. Or if a dishwasher repair worker encountered a problem they could not fix, using the SOS two-way camera the employee could call headquarters, show them the problem and get the help needed to ensure the customer’s issue is solved on the first visit.
Source: Salesforce Press Release