Features
Based on annual billing (+ 5% monthly)
Per user per month
Easily organise customer service for modern communication channels.
Per user per month
Efficiently manage a high volume of service conversations with your team.
Per user per month
Deliver excellent customer service at scale and improve customer experience.
| Features | Basic | Advanced | Pro |
|---|---|---|---|
| Features | Basic | Advanced | Pro |
Omnichannel Inbox |
✓ |
✓ |
✓ |
Scripted Chatbot (add on) |
✓ |
✓ |
✓ |
Search |
✓ |
✓ |
✓ |
Predefined Responses |
✓ |
✓ |
✓ |
Skills-based Routing |
✓ |
✓ |
✓ |
Tagging |
Basic |
Classic |
Advanced |
Statistics & Reporting |
Basic |
Basic |
Advanced |
Communication Streams |
Unlimited |
10 |
50 |
Chat Widget |
- |
✓ |
✓ |
360° Customer Profile |
- |
✓ |
✓ |
Multibrand & Multilingual Capabilities |
- |
✓ |
✓ |
SLA Management |
- |
✓ |
✓ |
Inbox Management |
- |
✓ |
✓ |
Internal Collaboration |
- |
✓ |
✓ |
External Collaboration |
- |
✓ |
✓ |
VoIP integration |
- |
✓ |
✓ |
Mobile App (iOS only) |
- |
✓ |
✓ |
Sales Tracking |
- |
- |
✓ |
Co-browsing |
- |
- |
✓ |
Channel API |
- |
- |
✓ |
Conversational AI Cloud (Add-on) |
- |
- |
✓ |
Custom Live Chat Widget Design |
- |
- |
✓ |
Wallboards (Add-on) |
- |
- |
✓ |
Integrations |
- |
Single |
Multiple |
Support |
Via Email |
Email, Live Chat, & Phone |
Email, Live Chat, & Phone |
With Mobile Service Cloud Basic, you can easily consolidate conversations for various communication channels.
All customer service queries from all channels will be shown in one inbox creating a unified experience for agents.
Deploy your chatbot within messaging channels to support specific service journeys and automate simple repetitive questions (add-on).
Predefined Responses allow agents to quickly select, edit and send answers to frequently asked questions.
In-app reporting features for contact volumes, SLA performance per agent, team, tag or channel.
Free-format search functionality for customer names, phone numbers, email addresses, ZIP codes, order numbers and more.
Route incoming conversations to the right service agents using skills-based routing techniques.
Tag conversations to easily analyse the contents of your customer service conversations.
Get access to support from our customer success experts via e-mail.
With Mobile Service Cloud Advanced, you can efficiently manage a high volume of customer service conversations with your team.
Mobile Service Cloud Advanced includes all the features from basic, plus extra features.
Features can be customised per communication stream. One email address is one communication stream. Two WhatsApp numbers, for instance, is two, and so on.
The web widget allows you chat live with your customers. Customers can use the chat anonymously, with their name, log in to chat live, or fill out an email form.
360° customer profiles can provide up-to-date, and customisable, customer-, order-, billing-, and shipping data as well as conversation history across channels.
Customise features per language and per brand. For example, easily deploy different live chat widgets per language, brand, product, topic, and more.
Set, monitor and manage different SLAs for a sub-set of your customer service operation such as brand, language, channel, team, and more.
Based on the 'Inbox Zero' principle, the Mobile Service Cloud keeps your inbox clean using snooze functionality and more.
Internal live chat allows your team to collaborate in real-time on customer service conversations to improve issue resolution time.
External (e-mail) collaboration allows agents to involve external parties (such as couriers or suppliers). Replies land right back into the right customer conversation.
Integrate an external VoIP system. This triggers an automatic pop-up of the customer profile as well as logging of phone calls.
Run Mobile Service Cloud straight from your mobile phone via an app (iOS only).
Get access to support from our customer success experts via phone, email, live chat & WhatsApp.
With Mobile Service Cloud Pro, you can deliver excellent customer service at scale and improve customer experience.
Mobile Service Cloud Pro includes all Advanced features, plus extra features.
Features can be customised per communication stream. One email address is one communication stream. Two WhatsApp numbers, for instance, is two. And so on.
Create multiple data system integrations to connect any eCommerce, CRM, ERP, CDP, or POS systems to fuel the 360° profile, unleash sales features, and enrich reporting.
Create a hierarchical tag taxonomy to automatically add tags to conversations.
Custom-built Tableau data views showing more insights into your team's workload, service, and sales performance.
Attribute a sale to the right agent when customers buy after a service conversation. Includes a 'win message' and works for all channels.
Invite prospects and customers for a co-browsing session during a live chat conversation on your website to help them navigate.
Access to the channel API allows you to add custom channels to Mobile Service Cloud (e.g. review sites, forums, external bots, and more).
Option to integrate with our Conversational AI product suite. Include an AI-powered chatbot, knowledge base, or self-service page.
Customise the Live Chat web widget to your branding needs. Change colours, photos, or your format.
Monitor essential customer service metrics in real-time with TV wallboards inside your office space.
Support from our experts via phone, email, live chat & WhatsApp.
You'll love working with our team. Our local presence gives you access to your dedicated support team, whenever you need it. Register for Mobile Service Cloud today.
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