Salesforce announces video chat

Salesforce recently announced that they will be introducing an “SOS Button.” Clearly inspired by Amazon’s Mayday Button, the SOS Button allows Salesforce’s enterprise users to offer mobile app support in the form of quick-response video chat with helpdesk agents.

Some bigshot Salesforce users (Cars.com, American Express’s Inspirato vacation service) are apparently already deploying a beta version of the feature, technically called the Salesforce1 Service Cloud SOS (woh!). Eventually, Salesforce will be selling the capability to all of their enterprise accounts, allowing them to implement the button on any mobile app using Platform APIs provided by the CRM giant. Just like the Mayday button, the SOS Button will include not only “personal assistant”-like video chat, but the ability for agents to see a mirror image of a user’s screen and “draw” on that screen in a helpful manner.

SalesForce Video Chat

Why are we telling you about Salesforce’s new (and not even publicly released yet) SOS button when ClickDesk already includes video capabilities for all of our users for free? For two good reasons!

1. Big, increasingly cloud-oriented companies like Salesforce and Amazon are trendsetters, even if they don’t necessarily come up with the trends. Amazon’s controversial visionary Jeff Bezos is right when he says that his company is “reinventing normal,” and companies such as Salesforce and Amazon have so many devoted users that once something like quick-response video chat with helpdesk agents becomes second nature to those users, they’ll be expecting it from all forward-thinking businesses and attaching high value to any SMB that offers it. By using ClickDesk, you will already be in the lead!

2. We were serious when we wrote about how Amazon’s introduction of the Mayday button was a true game-changer. The power of the visual element in human communication cannot be over-estimated!

ClickDesk Video Call

ClickDesk believes in lean startups and smart scaling. We want you to connect with your users using our innovative, no-installation video chat functionality, but not before you’re ready. Salesforce’s SOS Button is a great idea, but if their enterprise customers implement it without the right infrastructure and training, utter chaos will descend upon the earth! Okay, that might be a little extreme, but we couldn’t resist a little apocalyptic humor. More likely what will happen is that a number of enterprises will start to implement Salesforce’s SOS Button for their mobile customers, customers will love it, and you’ll be glad that your business was already up and running with ClickDesk’s awesome video chat feature, because customers will have come to expect it and rely on it.

Random side note: According to Bezos, Amazon’s Mayday agents (he calls them “tech advisors”) have already received 35 marriage proposals from customers! Have your agents had a similar experience with ClickDesk’s video chat option? (We hope video has been successful, but more in terms of driving business than marrying off agents…)

Questions?  Let us know. Learn more about our video chat functionality here.

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