Features
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Download now| Features | Basic | Advanced | Pro |
|---|---|---|---|
| Features | Basic | Advanced | Pro |
Omnichannel Inbox |
✓ |
✓ |
✓ |
Scripted Chatbot |
✓ |
✓ |
✓ |
Predefined Responses |
✓ |
✓ |
✓ |
Live Chat Widget |
- |
✓ |
✓ |
Communication Streams |
- |
10 |
50 |
Integrations |
- |
Single |
Multiple |
360° Customer Profile |
- |
✓ |
✓ |
Multibrand & Multilingual Capabilities |
- |
✓ |
✓ |
SLA Management |
- |
✓ |
✓ |
Inbox Management |
- |
✓ |
✓ |
Internal Collaboration |
- |
✓ |
✓ |
External Collaboration |
- |
✓ |
✓ |
Search |
- |
✓ |
✓ |
Statistics & Reporting |
- |
Basic |
Advanced |
Skills-based Routing |
- |
✓ |
✓ |
Tagging |
- |
Classic |
Advanced |
VoIP integration |
- |
✓ |
✓ |
Mobile App (iOS only) |
- |
✓ |
✓ |
Sales Tracking |
- |
- |
✓ |
Co-browsing |
- |
- |
✓ |
Channel API |
- |
- |
✓ |
Conversational AI Integration (Add-on) |
- |
- |
✓ |
Custom Live Chat Widget Design (Add-on) |
- |
- |
✓ |
Wallboards (Add-on) |
- |
- |
✓ |
Support |
Email, Live Chat, & Phone |
Email, Live Chat, & Phone |
With Mobile Service Cloud Basic, you can easily organize customer service for all modern communication channels.
All customer service queries from all channels will be shown into one inbox creating a unified experience for agents.
Deploy your chatbot in messaging channels to support specific service journeys and automate simple repetitive questions.
Predefined Responses allow agents to quickly select, edit and send frequently given answers.
Support from our 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 Basic features, plus extra features.
Features can be customized per communication stream. One email address is one communication stream. Two WhatsApp numbers, for instance, is two. And so on.
Web widget to 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 can show up-to-date, and customizable, customer-, order-, billing-, & shipping data as well as conversation history across channels.
Customize features per language and per brand. E.g. easily deploy different live chat widgets per language, brand, product, topic, etc.
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.
Route incoming conversations to the right service agents using advanced, skills-based routing techniques.
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) in a support case. Their replies land right back into the right customer conversation.
Free-format search functionality for customer names, phone numbers, e-mail addresses, ZIP codes, order numbers, and more.
In-app reporting features show you e.g. contact volumes and SLA performance per agent, team, tag or channel - with direct click-through to conversations.
Tag conversations to easily analyze the contents of your customer service conversations.
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).
Support from our Experts via phone, email, Live Chat & WhatsApp for your customer service team.
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 customized 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 the customer 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, etc).
Option to integrate with Conversational AI Cloud. Include an AI-powered chatbot, knowledge base, or self-service page.
Customize the Live Chat web widget to your branding needs. Change colors, photos, or format.
Monitor essential service metrics in real-time with TV wallboards in your office.
Support from our Experts via phone, email, Live Chat & WhatsApp for your customer service team.
Per user per month
Easily organize 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 CX.
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