Salesforce has launched
Salesforce1 Service Cloud SOS, a new service that provides the ability to put imbed an SOS button, similar to the Amazon Kindle Mayday button, directly inside any mobile app.
Currently, for many mobile users who need assistance, they must exit an app or wait until they get to back to a desktop to find help. With Service Cloud SOS, companies will be able to deliver instant and personalized customer service within any mobile app using new live video support and on-screen guided assistance. Powered by the new Salesforce1 Platform APIs, Service SOS will enable companies to provide high-touch, frictionless support experiences for their customers with instant, anytime access to support within any mobile app.
With Service SOS, companies will be able to deliver instant access via live video support to their customers. A customer will be able to summon a service agent through live audio and one-way video for real-time, personalized assistance within a mobile app.
The service will also allow companies to deliver agent-guided assistance to their customers within the mobile app on any device. Customers will have the ability to instantly share their mobile screen, at which time an agent will see a mirror-image view and can draw on the screen to provide personalized step-by-step guidance.
Salesforce1 Service SOS is planned for private beta the second half of 2014 and pricing will be announced at the time of general availability. It is specifically for use with native mobile apps with support for iOS and Android.