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February 26, 2013

Salesforce Service Cloud Introduces New Package of Mobility Features

By Tracey E. Schelmetic, TMCnet Contributor announced this week that it’s introducing the first of a series of cloud mobility solutions. The new Salesforce Service Cloud Mobile, a package of mobile customer support features created to help companies offer customer service anytime and on any device, delivers mobile co-browsing, mobile communities, mobile chat and touch-based agent interface technologies, all designed for customer service in the cloud, said the company. The introduction is part of’s (News - Alert) pledge that 2013 will be a year of major innovations to enable customer companies to sell, service and market to their customers anywhere on mobile devices.

“ is doubling down on mobile," said Alex Bard, SVP and GM of Service Cloud, for in a statement. "The first in a series of innovations we'll deliver this year, Service Cloud Mobile is helping customer companies transform the way they deliver customer service for the mobile era."

Many companies are focusing on mobile strategies this year not only because customers are increasingly choosing to communicate via mobile devices, but because they recognize that mobile is where the revenue potential lies.

Service Cloud Mobile builds on the success of Salesforce Touch, which brings Salesforce Sales Cloud to any mobile device, and the Salesforce Touch Platform, which allows developers to write custom mobile apps once and then deploy them to any device.

Beta customers for Service Cloud Mobile include New Jersey Transit and Chipotle.

The new solution’s mobile co-browsing technology, which is based on’s acquisition of GoInstant last year, will allow user companies to deliver agent-guided assistance to customers on mobile devices via any Web browser. Through a shared Web experience, says, co-browsing will allow service agents to easily guide customers through complex forms or transactions, set up accounts or resolve issues without the need to download any software. It will also allow shoppers or gamers, for example, to seek guidance from other shoppers or gamers without leaving the apps they are in.

The mobile additions to Salesforce’s Service Cloud are timely, as mobile is the new way for customers to seek support. According to TechCrunch, it has been estimated by Gartner (News - Alert) Research that there will be 1.8 billion smartphones by 2014. With that rise, the need for a new generation of support tools that make it easy for people to get the service they need will come.

Edited by Brooke Neuman

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