Empower customers to contact agents on their preferred messaging channel
Provide customers with quick responses and decrease contact time by 39%
Deliver personalised, relevant and accurate service to each individual customer
Mobile Service Cloud merges your customers’ favourite channels, customer data and service conversations into one easy-to-use inbox accessible to all agents. Enabling your agents to work more efficiently and reduce wait times for your customers.
Request a demoDirect all conversations to the right agent for expert advice and a seamless experience.
Allow agents to collaborate with colleagues or partners without leaving the conversation.
Upload internal documents to ensure all agents work from the same information.
Our AI assistant boosts productivity by suggesting answers, enhancing writing quality, providing translations, and summarising conversations all in one single view to elevate customer satisfaction.
Discover moreReach resolutions faster with accurate AI-generated answer suggestions based on your knowledge centre.
Customise your responses instantly with a single click—adjust tone, translate, correct spelling, expand, or rephrase.
Quickly understand conversations with AI-generated summaries, highlighting key customer questions and essential points.
Present detailed customer profiles directly from any platform right next to the customer conversation. Ensure your agents have all the relevant information at hand to deliver personalised support to each individual customer.
Integrate all customer data from existing platforms
View order history and previous service conversations
Utilise tags to identify customers based on service interactions
Mobile Service Cloud seamlessly integrates with our suite of service and marketing tools to create a unified experience for both your customers and agents. It effortlessly works with our Conversational AI Cloud, Mobile Marketing Cloud, Conversational Channels and more.
Our Engagement Platform connects our AI Chatbot and Agent Inbox to enable smooth handovers from chatbots to live agents with detailed conversation summaries.
Our Engagement Platform combines our Marketing Solutions and Agent Inbox to activate campaigns and newsletters based on service information, designated tags and customer sentiment.
Our Engagement Platform integrates Mobile Service Cloud with all Conversational Channels, including Live Chat, WhatsApp and even Voice, so you can offer customer service on any channel.
Mobile Service Cloud enables you to snooze a message so that it will pop back up, which is very good. If we’re waiting for an internal response or waiting for one of our couriers to get back to us, you can snooze that message for an amount of time, and it will pop back up at the top of your inbox.
Customer experience is important to My Jewellery and this must be identical online and offline. We achieve this by using the same tone of voice across all channels and paying a lot of attention to how we come across as a brand in online and offline contact with the customer.
For us, it's essential that all communication – whether it's a call, email, chat, social media, or WhatsApp – is managed from a single environment.
Customer service software is a platform businesses use to handle customer inquiries and complaints efficiently across various channels like email, phone, chatbots, social media, and self-service options. It centralizes customer interactions, making it easier for service teams to manage, prioritize, and respond to requests from any location at any time.
Learn moreA Knowledge Center holds an extensive repository of internal company information within a unified platform. This singular source of truth provides your entire organization access to real-time information at a centralized location. This dynamic database ensures that the most accurate and pertinent answers are consistently available.
Learn moreWhatsApp for Customer Service enables real-time customer service, providing all necessary information in one place. It offers direct access to consumers, improving overall customer service quality. The aim is to offer clear information through one-on-one app conversations, allowing businesses to send concise questions for easy customer response.
Learn moreA customer service chatbot efficiently handles various queries, utilizing connected databases for complex questions. With relevant data, the bot provides personalized responses, adapting to the customer, context, and intent. This automation enhances team productivity, ensuring a consistent and improved customer experience by responding to queries, using databases, and making personalized recommendations.
Learn moreAs a member of the customer service team, you stand on the frontline of customer interaction every day. In a world where customers demand quick and personalised service, long wait times, impersonal responses, or worse, incorrect answers, can quickly drive a customer away. Your goal, however, is to connect customers with your organisation and deliver the best answers and service possible.
If you want to update your contact details, perhaps your address, at a particular company, you'll often send a message and wait for a reply. And you wait. And wait some more. You may feel annoyed. Or perhaps you'll try to get the job done via another channel. Annoying right? Have you considered your customers may face this situation when contacting your business? Or thought how easy it is for your customers to reach you via their preferred channel?
In the run-up to any event, attendees will have numerous questions, such as "how do I get there," "where can I find my tickets," and "Is there somewhere to stay nearby." F1 fans often ask these types of questions before the Formula 1 Heineken Dutch Grand Prix.
The market for generative AI has experienced significant growth, with over $14.8 billion of venture capital invested in startups building their products on Large Language Models like OpenAI’s ChatGPT and other generative AI tools. The space is booming, evident from the high number of website domain registrations in the field every week. The key challenge for most companies is to find out what will propel their businesses moving forward.
Even the most easy-going among us can get a bit nervous if we need clarification on what's going on with our order. We've all been there, combing through our emails from the past month, searching for payment confirmation, or fretting about whether our product has accidentally been shipped three-quarters of the way around the world to an unknown location, never to be seen again.
WhatsApp has experienced over 60% growth year-on-year as a customer service channel. It’s growing fast, but what are the benefits of using WhatsApp Business for customer service? And how can customer service agents manage the increasing inbound enquiries via WhatsApp? In this blog, we'll discuss why WhatsApp Business benefits customer service and how to efficiently handle incoming messages with CM.com's Mobile Service Cloud.
Great customer service keeps fans wanting more, but how do you deal with the ebb and flow of customer contact in sports organisations?
It’s an accepted truth that converting new customers costs approximately five times as much as retaining existing ones. It’s little wonder, then, that customer experience has become a major focus for companies around the globe.
The travel industry has endured a challenging few years through the COVID pandemic and, most recently, during the well-documented travel chaos of summer 2022. Post-pandemic, the industry has struggled to right itself, with the summer’s turmoil starkly illustrating the issues facing the industry after significant recent disruption.
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