SAN FRANCISCO, Nov. 20, 2013 /PRNewswire/ -- DREAMFORCE 2013 -- Salesforce.com (NYSE: CRM), the world's #1 CRM platform, today delivered the new Salesforce1 Service Cloud—the customer service platform for the Internet of Customers. The new Service Cloud is the game-changing social, mobile and cloud customer platform built to transform how companies deliver amazing customer service. Powered by the all-new Salesforce1 Customer Platform APIs, revolutionary new 1 Touch Service enables developers and ISVs to build and embed service everywhere—within any product, app or experience. Breakthrough Intelligent Service technology now empowers agents to resolve cases faster than ever by proactively surfacing actionable insights, identifying relevant experts and pinpointing related resources. With the new Salesforce1 App, any user, can now help resolve customer issues from anywhere on any device. Now every Service Cloud and Salesforce Desk.com customer, including leading brands such as FitBit, HP, Philips and Stanley Black & Decker, has the customer platform to connect with their customers in a whole new way.
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Salesforce1 Service Cloud—The Service Platform for the Internet of Customers
The world is becoming completely connected. Every day millions of new products, apps and devices are connecting to the Internet. By 2020, there will be more than 50 billion connected things, from smartphones and wearable smart devices to jet engines and cars. And behind every product, every app and every device, there is a customer. Customers have never been so close, yet companies still struggle to connect with them. According to an Accenture report, 91 percent of customers are frustrated by having to contact a company multiple times for the same problem, 90 percent by being put on hold for an extended time and 89 percent by having to repeat their issue to multiple representatives.
Connected companies understand that customers require instant and effortless help, with the ability to engage immediately from any device and achieve first-call resolution. With the new Service Cloud on the Salesforce1 Customer Platform, any company can deliver customer service with the new service platform for the Internet of Customers with:
Leading Brands Deliver Amazing Customer Service with New Salesforce1 Service Cloud
Service Cloud, the world's #1 customer service app, transforms support organizations to exceed customer expectations for the Internet of Customers. The world's leading brands, such as HP, Philips and Stanley Black & Decker, now have the customer platform to connect with their customers in a whole new way. Companies that have deployed Service Cloud have seen an average 41 percent decrease in first call resolution time, an average 35 percent decrease in support costs, an average 40 percent increase in agent productivity, and an average 37 percent increase in customer satisfaction, according to a recent third-party research report sponsored by salesforce.com.
And with Desk.com, the all-in-one customer support app for fast-growing companies, now a company of any size can deliver customer service for the connected world. Desk.com provides an all-in-one, social, mobile and easy-to-use customer support app that lets small and mid-sized companies get up and running with everything they need to deliver outstanding customer service, in a matter of hours. It is the customer service solution of choice for some of the world's fastest growing companies, including Bonobos, FitBit, HotelTonight, Klout, One Kings Lane and Pandora.
Salesforce1 Customer Platform—The Customer Platform for the Internet of Customers
Salesforce1 Customer Platform is the new social, mobile, connected and cloud customer platform built to transform sales, service and marketing apps for the Internet of Customers. As the pioneer of enterprise cloud computing, salesforce.com built the next generation of the world's #1 cloud platform for the new connected world. Now, every company can connect with customers in a whole new way.
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Salesforce.com is the world's largest provider of customer relationship management (CRM) software. For more information about salesforce.com (NYSE: CRM), visit: www.salesforce.com.
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