Salesforce.com, Inc. (NYSE:CRM) has introduced a new tool that will help in improving customer service interactions. LiveMessage, the new customer service messaging platform is aimed at ushering in the next generation of conversational service. The industry-leading Service Cloud will facilitate private communication between agents and their customers through the use of private messaging apps of their choice the likes of Facebook Inc (NASDAQ:FB) Facebook Messenger or SMS/MMS.
The use of LiveMessage will not only make it easier for customers but also for agents in maintaining their communication lines. Besides, millions of people engage in messaging using their mobile phones on a daily basis with close to 80 billion messages being sent across every day. The number of messages is rapidly growing as customers seek for messages with personalized brands for communicating with their family and friends. But unfortunately, very few messaging apps can provide this because they are not connected to CRM leading to a displaced customer experience.
Service Cloud helps leading brands drive competitive advantage
Regardless of the means of connectivity, Service Cloud seems to be the number one customer service platform that will deliver personalized conversations. Remember every company is seeking to create a consistent experience for its customers across every channel are it through video chat, web chat, in-app, email, phone or direct communication.
Companies that have engaged Service Cloud have seen an average of 48% faster case resolution and 45% decreased support costs, which sometimes can be very high.
The platform will give customers and agents room to focus on more complex issues
Innovation is of the essence in every business’ success. In line with this thinking, senior director of product marketing for the Salesforce Service Cloud, Bobby Amezaga writes:
“For [eight] years, Salesforce has been focused on delivering better, faster, smarter and more personalized customer service solutions. Today, we enter a new era of conversational service, where customers can communicate with businesses the same way they do with their friends.”
Given that the tool will boost the capabilities of the existing apps like the Facebook Messenger, companies will be able to enhance their productivity and increase ROI (return on investment). It also tends to free most of them from answering simple FAQs thanks to the availability of a new collection of service bots. Bots are so hot right now and are slowly becoming a trend for a majority of companies because they can be pre-programmed directly with LiveMessage for easier integration.
This means both the customer and the agents can divert their efforts into solving more composite customer inquiries. Meanwhile, Salesforce stock closed at $69.86, a decrease of $0.37 or 0.53%.
