Your Customers Demand Mobile Support: Meet Messaging For Salesforce Service Cloud

By Tracy Oppenheimer

Millennials Are Mobile. Don’t Leave them Behind.

It shouldn’t come as a surprise that consumers today prefer mobile. Companies across the B2C board are increasing their investments in mobile apps, and a growing number of organizations are primarily using apps to advance within their respective industries.

That’s because their customers live on their mobile phones for every aspect of their lives, and are living right within their favorite companies’ mobile apps. Well-produced apps cater to user preferences for convenience by prioritizing experience, and communication by offering in-app messaging (the same platform that mobile magnates like WhatsApp and WeChat thrive on).

In fact, only five percent of organizations surveyed on behalf of Red Hat Mobile don’t develop apps at all, with 35 percent of surveyed organizations using apps to actually transform the way they do business.

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For work, there are productivity apps like Microsoft Outlook. For fun, there are thousands of games to choose from ranging from casino apps like Clash Royale to friendly competition apps like Words with Friends. For entertainment, there is Xfinity and a world of streaming content available at your fingertips. For (verified) news consumption, there is Flipboard. These companies know that they need to be where their customers are, and consequently prioritize mobile, support— and understand the value-add of Helpshift.

Keeping Everything “In-App” is Key.

To be a destination app, the user experience needs to be flawlessly executed every step of the way. That means that having a customer service infrastructure that supports omni-channel and every user touchpoint is integral to success. Customer service needs to be instantly available, and personalized for customers’ individual needs.

To meet that on-demand expectation, customer service also needs to be easily accessible right within the app, so that customers don’t have to bounce back and forth between the app and a web browser. Therefore in-app messaging needs to be the first and foremost method of contact, and it’s what customers, specifically millennials, are comfortable with anyway.

Enterprise-level companies know that they need to prioritize customer service to stay competitive, which is why so many of them already use Salesforce Service Cloud. But Service Cloud is missing that crucial component of catering to mobile-first users. That’s where the Helpshift integration with Service Cloud comes into play.

Meet the #1 Mobile Messaging Platform To Complement the #1 CRM.

For enterprise customers looking for a best-in-class, mobile in-app solution to complement their existing Service Cloud usage, the Helpshift SDK is the most scalable and secure option available. The integration itself is effortless, and after that initial integration, agents will be able to immediately start messaging with mobile customers without any additional training necessary. Helpshift also maps to Salesforce Knowledge, and another huge benefit is that it provides additional customer and device data that is automatically collected through the SDK.

Since 2012, Helpshift has been serving industry leaders like those aforementioned companies (Microsoft Outlook, Zynga, Supercell, Viacom, Comcast and Flipboard…just to name a few.) Helpshift supports more than 500 million monthly active users, and is installed in more than 3500 mobile apps worldwide.

Mobile is and has always been Helpshift’s #1 focus, and by combining this #1 mobile messaging platform with the #1 CRM through Helpshift’s integration with Salesforce Service Cloud, companies can win the customer service game by being everywhere their customers are.

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