You can't always bring customers to your best customer-service tools, but now you can bring those tools to them thanks to a new addition announced Wednesday for Salesforce's Service Cloud.
Dubbed Service Cloud Lightning Snap-ins, the new offering allows organizations of any size to take key support features from Salesforce's Service Cloud and "drop" them into their websites or mobile apps. Case-management and live-chat capabilities can now be added to mobile and Web apps, for example, and a tap-to-call feature is available for Android and iOS.
A new module enabling two-way video chat, meanwhile, allows customers and agents to see each other. A customer could also use a smartphone's front-facing camera to show the agent the problem at hand.