Mobile Service Cloud
Easily organize customer service for all modern communication channels.
Efficiently manage a high volume of customer service conversations with your team.
Deliver excellent customer service at scale and improve Customer Experience.
| * = Add-on | Basic | Advanced | Pro |
|---|---|---|---|
| * = Add-on | Basic | Advanced | Pro |
User Management |
|||
Minimum amount of users |
From 1 |
From 5 |
From 5 |
Collaboration users |
- |
✓ |
✓ |
Localisation |
|||
Multi-language support |
✓ |
✓ |
✓ |
Language per agent |
✓ |
✓ |
✓ |
Authentication |
|||
Two-factor authentication |
✓ |
✓ |
✓ |
IP-based login restriction |
- |
- |
✓ |
Enterprise SSO* |
- |
- |
✓ |
Inbox management |
|||
Personal inbox |
✓ |
✓ |
✓ |
Team Inbox |
✓ |
✓ |
✓ |
System search |
✓ |
✓ |
✓ |
Inbox filtering |
✓ |
✓ |
✓ |
Unwanted Inbox |
✓ |
✓ |
✓ |
Instant conversations |
- |
✓ |
✓ |
Instant workloads |
- |
✓ |
✓ |
Conversation Routing |
|||
Webstore routing |
✓ |
✓ |
✓ |
Channel based routing |
✓ |
✓ |
✓ |
Rule-based routing |
✓ |
✓ |
✓ |
Skill-based routing |
- |
✓ |
✓ |
Customer Panel |
|||
Customer profile |
✓ |
✓ |
✓ |
Conversations |
✓ |
✓ |
✓ |
Products |
CDP* |
✓ |
✓ |
Orders |
CDP* |
✓ |
✓ |
Custom panel |
- |
- |
✓ |
Conversation tools |
|||
Internal collaboration |
✓ |
✓ |
✓ |
External collaboration |
✓ |
✓ |
✓ |
Conversation tagging |
Basic |
Advanced |
Auto |
Pinned messages |
✓ |
✓ |
✓ |
Quick replies |
✓ |
✓ |
✓ |
Automessages |
✓ |
✓ |
✓ |
Conversation snooze |
✓ |
✓ |
✓ |
Connected conversations |
- |
✓ |
✓ |
Conversation reroute |
- |
✓ |
✓ |
Bulk actions |
- |
✓ |
✓ |
Viewed products |
- |
- |
✓ |
Data & insights |
|||
Reporting |
Basic |
Advanced |
Pro |
KPI console |
- |
✓ |
✓ |
Performance data |
- |
✓ |
✓ |
Service performance |
- |
✓ |
✓ |
Full DWH access |
- |
- |
✓ |
Realtime Wallboards* |
- |
- |
✓ |
Messaging Channels |
|||
E-mail, SMS, RCS, Telegram |
✓ |
✓ |
✓ |
WhatsApp, Instagram & Facebook messenger |
✓ |
✓ |
✓ |
Live chat |
- |
✓ |
✓ |
Contact form |
- |
✓ |
✓ |
Voice* |
- |
✓ |
✓ |
Bot compatability |
|||
Scripted chatbot* |
✓ |
✓ |
✓ |
GenAI chatbot* |
✓ |
✓ |
✓ |
Conversational AI Cloud* |
- |
✓ |
✓ |
GenAI capabilities |
|||
AI assistant* |
- |
- |
✓ |
Handover summaries |
- |
- |
✓ |
Integrations |
|||
CM.com CDP/MMC* |
✓ |
✓ |
✓ |
CM.com Marketplace* |
✓ |
✓ |
✓ |
Dynamic integration |
- |
Single |
Multiple |
Support |
|||
E-mail support |
✓ |
✓ |
✓ |
WhatsApp support |
- |
✓ |
✓ |
In-product live-chat |
- |
✓ |
✓ |
24/7 NOC support |
- |
- |
✓ |
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