Salesforce Launches Service Cloud Lightning Snap-ins--the Future of Connected Customer Service

Salesforce

, the Customer Success Platform, revealed that it launched Service Cloud Lightning Snap-ins to support enterprises provide connected, personalized service across any device. According to the company, with Service Cloud Lightning Snap-ins, Businesses of any size could now quickly deploy a contextual, modern service experience by just "snapping-in" capabilities like Cases, Knowledge, Live Chat, SOS and Tap-to-Call to their mobile and web apps. Aside from these, the Salesforce SOS Snap-in now has two-way video chat, empowering agents to see and resolve customer issues quickly. The company's GM and SVP of Service Cloud, Mike Milburn, commented that "Customers today expect service that is smart, personalized and fast—wherever and whenever they are interacting with a brand. In today's rapidly evolving service landscape, companies can turn to Service Cloud Lightning Snap-ins to ensure they are providing a modern, omnichannel service experience that harnesses the very latest technology has to offer." Salesforce said that everyone and everything is connected to the Internet and mobile–giving rise to a fresh type of customer who expects personal engagement and immediate answers. The company added that this was the reason customer service has never been more important. The company pointed out a recent study indicating 61 percent1 of consumers prefering multiple channels to resolve a single customer service issue. That underscored the reason for companies to provide a connected omnichannel experience. As companies respond and add more channels to their service experience, the company said that they needed a modern service platform helping to manage growing complexity for organizations, while ensuring that customers get a seamless service experience. Shares of the company traded 0.87 percent on Wednesday.