Mobile Interaction Channel

Gone are the days when your customers had to connect with a nameless, faceless agent over the phone. With one click, your customers can video chat with agents who provide personalized, in-app guidance with screen sharing and annotations.

Use cases

  • Resolve a complex issue or problem
  • Perform an important inquiry.
  • Need to Solve a problem at a faster pace to avoid business impact.
  • The customer requires an in-app guidance for troubleshooting a complex issue.
  • The customer requires a personalized support experience through video chat for a time-sensitive or urgent issue.
  • The customer is remote and does not have access to the Internet.
  • The customer requires live video troubleshooting for a product.

Functionality

  • SOS (Service on Salesforce, paid service) can be used to connect customers with agents over one or two-way mobile video chat.
  • The agent can draw on the customer’s shared screen and provide in-app guidance.
  • Service cloud console gives the agent an ability to get the 360-degree view about the customer with whom he is interacting.
  • SOS calls can be routed to most available skilled agents using Omni-channel.
  • SOS can be integrated into mobile applications using Snap-Ins SDK (available for both IOS and Android).

Screenshots

 

Phone Interaction Channel

Computer Telephony Integration or CTI is a term that is used to describe the practice of tying a phone system together with computer systems. It’s a practice that enables to do a wide range of things that will improve service to customers and agents like routing calls, logging and storing call recordings, offering screen pops, embedding softphone dial pad, enabling agents to click-to-dial, and monitoring and measuring the performance of service.

Use Cases

  • Resolve a complex issue or problem
  • Perform an important inquiry.
  • Need to Solve a problem at a faster pace to avoid business impact.
  • A guided walkthrough is needed for troubleshooting an issue.
  • The customer requires a personalized support experience through Voice chat for a time-sensitive or urgent issue.
  • The customer is remote and does not have access to the Internet.

Functionality

  • Agents can make and receive phone calls using a headset, computer and internet connection. Using a Softphone that is displayed from within the Salesforce interface, agents can place, transfer, park or conference calls using the integrated call control features.
  • A call center can be set up to provide an ability for outbound and inbound calls with this softphone
  • Softphone can be accessed from the left sidebar of every page in Salesforce Classic and footer of Service Console and Lightning Experience
  • Screen-pops automatically present customer records along with the incoming call to agents’ screen so that agents get advanced warning about the callers.
  • Click-to-dial turns telephone numbers (on phone fields of account, contact, lead or activity) into clickable links that are used to place outbound calls removing the need for slow, error-prone, manual dialing.
  • Ability to automatically log and record every call in Salesforce, ensuring we get a complete view of activity while saving valuable time. These are logged under activity history related list.
  • The agents can pre-record a voice message. If the agent reaches a customer’s voicemail system, the message can then be left automatically, saving the rep time and enabling them to move onto the next call.
  • Interaction log can be used to write notes in call logs.
  • With the ability to integrate with any existing phone systems, an agent is able to input any phone number and have incoming calls sent to that number.
  • Gives you the ability to create skills and assign those skills to agents. This enables to route calls to agents with the appropriate skill set to handle those interactions.
  • Telephone numbers can act as an authentication method and will allow for a faster and simpler way to identify and verify callers.
  • All of the important telephone data is inside Salesforce. It is centralized and simple to create detailed reports for deep insight.

Screenshots

Email Interaction Channel

Use Cases

  • Suitable for low complex issues and inquiries.
  • Common issues that do not require live interaction.
  • Issues that are not urgent to the customer.
  • The customer’s issue can be resolved through a template containing the solution.
  • Customer does not need any guided interaction to resolve an issue.

Functionality

  • A case can be automatically created from an email by enabling the Email-to-Case or On-Demand Email-to-Case functionality of Salesforce. Case fields including attachments can be auto-populated.
  • Senders email address (if present) is used to automatically associate the contact on the new case and Subject of email becomes subject of case.
  • Emails can be viewed in the Emails related list on the case detail page.
  • Agents have an ability to reply to emails directly from case capturing the entire email thread and customer interaction in one place.
  • For consistency of outbound emails, email templates can be used.
  • Email services can be used to process the contents, headers, and attachments of the inbound email. For example, we can create an email service that automatically creates contact records (if not present) based on contact information in messages.
  • EmailMessage object represents an email in Salesforce and it provides developers an ability to intervene the inbound or outbound emails for further processing.

Screenshots