Salesforce introduced the next generation of Service Cloud. Built on the Salesforce Lightning component-based framework, companies can easily configure and set up Service Cloud for their organizations in a single day. With Lightning-Ready partner apps and Lightning App Builder for Service, companies can easily customize and extend Service Cloud. In addition, a new Lightning Service Console adds several new capabilities that boost agent productivity, and a new Service Cloud Mobile app empowers agents to provide exceptional customer service from anywhere.
The new Service Cloud addresses the needs of today’s consumer, who increasingly expect service experiences that are fast, personalized and available through their preferred channels. Yet, many companies today struggle to provide modern, personalized customer service. Established companies often have inflexible, legacy customer service systems, making it difficult and costly to improve existing support channels or add new ones. Smaller companies are often forced to make trade-offs between selecting a lightweight helpdesk for their immediate needs, as opposed to a more robust solution that can scale for future growth.
“The flexibility of Salesforce Lightning and the Service Cloud platform enables us to move quickly and break down technological barriers, so our customers can focus on what matters most for them—delivering truly differentiated service to their customers” said Mike Rosenbaum, EVP, CRM Apps, Salesforce.
“With Service Cloud, we’re able to leverage a flexible platform with easy setup and customization, and provide our agents with modern productivity tools to deliver incredible customer service experiences” said Simon Walsh, COO, Retail Annuities, New York Life Insurance.
“With today’s announcement, Salesforce is making it much easier for companies all sizes to provide differentiated service” said Rebecca Wettemann, VP, Research, Nucleus Research.
