Salesforce is debuting Service for Apps, a new set of tools and services that will make it easier for organizations to add customer service capabilities to their apps. The first piece of the new offering to become available is Salesforce SOS, a video chat service that is similar to Amazon’s Mayday button. In the future, Salesforce plans to add chat, tap-to-call, knowledgebase and case monitoring capabilities.
According to Salesforce, 20 to 40 percent of customer interactions are occurring on mobile devices, but only 5 percent of organizations currently have customer service available to users via smartphones.
Salesforce SOS is generally available now. The other Service for Apps capabilities will enter beta later this year.