Mobile Service Cloud : The omnichannel Customer Service solution

Mobile Service Cloud is an all-in-one SaaS customer service solution that optimises interactions and promotes conversion across all conversational channels (Telephone, SMS, WhatsApp, RCS, Messenger, Instagram, etc.).

Optimise interactions and encourage conversion across all conversational channels.

Interact with your customers on their preferred channel via a single, omnichannel dashboard and simplify your agents’ day-to-day work. Mobile Service Cloud meets the needs of a wide range of business sectors, including retail and e-commerce, tourism, logistics, transport and the media. Make your customer service a source of revenue rather than a cost centre.

The n°1 Solution for your Customer Service

• Improve Customer Satisfaction: Your customers want to communicate with your brand as easily as with their family and friends. Be accessible on all their favourite channels.
• Achieve more efficient and productive Customer Service: Respond to your customers’ requests instantly, whatever the channel. Automate the most common interactions and make agents’ jobs easier.
• Maximise your ROI and Conversions: Personalise the entire customer journey by always having your customers’ profile data at hand during your interactions. Exceed their expectations by anticipating their needs.

Mobile Service Cloud was awarded the Platinum prize for best CCaaS (Contact Center as a Service) solution by Juniper Research at the Future Digital Awards.

Deliver a consistent experience across all channels

Communicate easily with your customers via Live Chat, SMS, phone or on WhatsApp, Facebook Messenger, Twitter, Instagram and more.

• Enjoy a single omnichannel in box accessible to all agents
• Get an overview of all customer information, without changing your interface
• Set up a customisable live chat widget on your website

Personalise your support

A personalised experience can make all the difference. Use the data at your disposal to better understand each request and its context. That way, you can personalise your interactions right from the start. Mobile Service Cloud gives you at-a-glance access to all the data available on your customer.

• Display a customer’s 360° profile next to each conversation
• Use co-browsing to better support your customers
• Help your agents access all data easily

Automate conversations and improve your response time

Be available 24/7 for your customers and optimise your agents’ day-to-day work thanks to a number of automation features:

• Integrate a chatbot to manage simple and recurring requests
• Offer smooth, seamless transitions between the chatbot and agents when human intervention is required
• Create predefined responses that each agent can send to customers at the click of a button

Collaborate easily with your internal and external teams

Mobile Service Cloud automatically assigns requests according to the skills of your teams and enables agents to communicate with each other and with their external partners:

• Automatically assign conversations to agents based on their knowledge of the subject, their availability and other criteria (Smart Routing)
• Centralise exchanges with your internal teams and partners within the same interface, so you can better help your customers
• Put certain conversations on hold if you’re waiting for a response.

Integrate your favourite software

By connecting our solution to your own systems, you give your agents access to all the information they need to respond as effectively as possible to your customers. make sure

• Integrate your CRM, ERP, CDP and e-commerce solutions (Shopify, Magento, etc.)
• Enrich your customer profiles by unifying your data sources
• Display all the information about each customer alongside your conversation

Analyse your results

Keep control of your customer service performance:

• Monitor the volume of conversations and the performance of each channel
• Check compliance with your SLAs by analysing precise data such as response times

Our customers include: Rakuten France, Coca-Cola, Heineken Formula 1 Grand Prix Netherlands, Revolution Beauty, MyJewellery, YourSurprise, Centralpoint, Elho, etc.