Ammar sees the co-browsing feature of Service Cloud Mobile as a major advantage for companies that want to improve customer interaction.
“This feature has a huge potential of enhancing customer experience,” said Ammar. “Imagine, rather than being stuck in the call centre cue, customer can get instant connection to an agent that is an expert in a particular product or issue that the customer has.”
Mobile workers such as technicians can also benefit from the touch-based interface, he said.
“This could possibly enable technician on a remote repair assignment can get instant product information and even repair manuals for a specific product they’re working on right on their smart phone or tablet, reducing the need to carry around bulky product documents,” said Ammar.