Salesforce on Thursday launched new multichannel customer service tools for mobile applications and made Salesforce SOS generally available.
The tools, dubbed Service for Apps, are part of Salesforce's Service Cloud are designed to allow companies to build in customer support into mobile applications. Salesforce SOS is similar to Amazon's Mayday button.
What Salesforce is trying to do is position its Service Cloud for the day when mobile applications are the primary service vehicle. Gartner recently found that 20 percent to 40 percent of customer interactions were happening on mobile devices, but less than 5 percent of customer service available on a smartphone.
In other words, customer service is missing in action on most mobile devices. Sarah Patterson, service cloud product marketing, said Salesforce has been migrating from mobile browsers to in-app service and now is rounding out its portfolio.