Mobile Service Cloud Features & Packages.

Compare the features of Mobile Service Cloud and get everything you need to scale support as your business grows.

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Mobile Service Cloud Packages

Basic

Per user per month

From KES 2,399

  • Offer support across any channel, all from one place and get the basics right

Advanced

Per user per month

KES 4,899

  • Go further with high volume conversations, automation and 360° customer profiles

Pro

Per user per month

KES 8,699

  • Best-in-class with team collaboration, sales tracking, routing and co-browsing

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Features per Package

Compare the features

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,

WhatsApp

& Phone

Email,

Live Chat,

WhatsApp

& Phone

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Mobile Service Cloud Basic

With Mobile Service Cloud Basic, you can easily consolidate conversations for various communication channels.

Omnichannel Inbox

All customer service queries from all channels will be shown in one inbox creating a unified experience for agents.

Scripted Chatbot

Deploy your chatbot within messaging channels to support specific service journeys and automate simple repetitive questions (add-on).

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Predefined Responses

Predefined Responses allow agents to quickly select, edit and send answers to frequently asked questions.

Basic Statistics & Reporting

In-app reporting features for contact volumes, SLA performance per agent, team, tag or channel.

Search

Free-format search functionality for customer names, phone numbers, email addresses, ZIP codes, order numbers and more.

Skills-based Routing

Route incoming conversations to the right service agents using skills-based routing techniques.

Classic Tagging

Tag conversations to easily analyse the contents of your customer service conversations.

Support

Get access to support from our customer success experts via e-mail.

Mobile Service Cloud Advanced

With Mobile Service Cloud Advanced, you can efficiently manage a high volume of customer service conversations with your team.

All Basic Features

Mobile Service Cloud Advanced includes all the features from basic, plus extra features.

10 Communication Streams

Features can be customised per communication stream. One email address is one communication stream. Two WhatsApp numbers, for instance, is two, and so on.

Live Chat

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 Profile

360° customer profiles can provide up-to-date, and customisable, customer-, order-, billing-, and shipping data as well as conversation history across channels.

Multibrand & Multilingual

Customise features per language and per brand. For example, easily deploy different live chat widgets per language, brand, product, topic, and more.

SLA Management

Set, monitor and manage different SLAs for a sub-set of your customer service operation such as brand, language, channel, team, and more.

Inbox Management

Based on the 'Inbox Zero' principle, the Mobile Service Cloud keeps your inbox clean using snooze functionality and more.

Internal Collaboration

Internal live chat allows your team to collaborate in real-time on customer service conversations to improve issue resolution time. 

External Collaboration

External (e-mail) collaboration allows agents to involve external parties (such as couriers or suppliers). Replies land right back into the right customer conversation.

VoIP integration

Integrate an external VoIP system. This triggers an automatic pop-up of the customer profile as well as logging of phone calls.

Mobile app (iOS only)

Run Mobile Service Cloud straight from your mobile phone via an app (iOS only).

Support

Get access to support from our customer success experts via phone, email, live chat & WhatsApp.

Mobile Service Cloud Pro

With Mobile Service Cloud Pro, you can deliver excellent customer service at scale and improve customer experience.

All Advanced Features

Mobile Service Cloud Pro includes all Advanced features, plus extra features.

50 Communication Streams

Features can be customised per communication stream. One email address is one communication stream. Two WhatsApp numbers, for instance, is two. And so on.

Multiple API Integrations

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.

Advanced, Automated Tagging

Create a hierarchical tag taxonomy to automatically add tags to conversations.

Advanced Statistics & Reporting

Custom-built Tableau data views showing more insights into your team's workload, service, and sales performance.

Sales Tracking (Across Channels)

Attribute a sale to the right agent when customers buy after a service conversation. Includes a 'win message' and works for all channels.

Co-browsing

Invite prospects and customers for a co-browsing session during a live chat conversation on your website to help them navigate.

Channel API (Custom Channels)

Access to the channel API allows you to add custom channels to Mobile Service Cloud (e.g. review sites, forums, external bots, and more).

Conversational AI (Add-on)

Option to integrate with our Conversational AI product suite. Include an AI-powered chatbot, knowledge base, or self-service page.

Read more

Widget Design (Add-on)

Customise the Live Chat web widget to your branding needs. Change colours, photos, or your format.

Wallboards (Add-on)

Monitor essential customer service metrics in real-time with TV wallboards inside your office space.

Support

Support from our experts via phone, email, live chat & WhatsApp.

Get Started with Mobile Service Cloud

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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