Mobile Service Cloud Features & Packages.

Discover all features of Mobile Service Cloud. Find out what is included in the packages and choose the right one for you.

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Mobile Service Cloud Packages

Basic

Per user per month

€19
  • Easily organize customer service for modern communication channels.

Advanced

Per user per month

€49
  • Efficiently manage a high volume of service conversations with your team.

Pro

Per user per month

€99
  • Deliver excellent customer service at scale and improve CX.

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Mobile Service Cloud Basic

With Mobile Service Cloud Basic, you can easily organize customer service for all modern communication channels.

Agent Inbox

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

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Scripted Chatbot

Deploy your chatbot in messaging channels to support specific service journeys and automate simple repetitive questions.

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Predefined Responses

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

Support

Support from our 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 Basic features, plus extra features.

10 Communication Streams

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

Live Chat

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.

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360° customer profile

360° customer profile can show up-to-date, and customizable, customer-, order-, billing-, & shipping data as well as conversation history across channels.

Multibrand & multilingual

Customize features per language and per brand. E.g. easily deploy different live chat widgets per language, brand, product, topic, etc.

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.

Skills-based routing

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

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) in a support case. Their replies land right back into the right customer conversation.

Search

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

Basic statistics & reporting

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.

Tagging

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

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

Support from our Experts via phone, email, Live Chat & WhatsApp for your customer service team.

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 customized 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 the customer 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, etc).

DigitalCX Integration (Add-on)

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

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Widget Design (Add-on)

Customize the Live Chat web widget to your branding needs. Change colors, photos, or format.

Wallboards (Add-on)

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

Support

Support from our Experts via phone, email, Live Chat & WhatsApp for your customer service team.

Features per Package

Compare the features

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

-

-

DigitalCX Integration (Add-on)

-

-

Custom Live Chat Widget Design (Add-on)

-

-

Wallboards (Add-on)

-

-

Support

Email

Email,

Live Chat,

WhatsApp

& Phone

Email,

Live Chat,

WhatsApp

& Phone

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