In the ‘Service Cloud’, ‘Apple Messages for Business’ offers customers AI-powered assistance, appointment scheduling, shopping completion, and many more benefits.
Salesforce announced that it has expanded its partnership with Apple to integrate Apple’s innovations into the ‘Service Cloud‘ and ‘Field Service‘ for customers, customer representatives, and field technicians.
Ryan Nichols, Salesforce Service Cloud CPO, says, “We are excited to deepen our partnership with Apple, integrating the world’s #1 AI CRM with Apple’s excellent business devices and applications. These features will help companies implement the latest technologies and augmented reality in a practical way, supporting them in improving their interactions with customers in all areas.”
What are the Innovations?
- In ‘Service Cloud’, ‘Apple Messages for Business’; within the messaging application, it allows customers to easily communicate with customer support, receive personalized shopping recommendations, schedule appointments, complete shopping with Apple Pay, track shipments, and more. Customer representatives can effectively manage these conversations within the ‘Service Cloud’ and access customer data for quick resolution. For example, a retail customer can chat directly with a business to receive personalized, AI-powered product recommendations and information on size, stock status, returns, and more. Unlike live chat experiences, the chat session continues even if the customer moves to another page.
- ‘Apple ARKit’; offers augmented reality capabilities to field service teams within the ‘Salesforce Field Service’ mobile app. With ARKit, field technicians can create detailed 3D designs of large areas using a simple image, measure areas, and map objects. For example, a technician can plan the installation area to ensure that a new refrigerator can pass through the door and be installed smoothly, thus increasing the efficiency and success of installation services. ‘
- Salesforce Field Service iOS widget’; allows field service technicians to quickly view essential account information such as upcoming appointments, work order details, and directions to job sites on their iPhone home screens. This provides field teams with the advantage of avoiding clicks and valuable time loss.
