Mobile Service Cloud : The omnichannel customer service solution

Mobile Service Cloud is an all-in-one SaaS customer service solution that optimizes interactions and drives conversion across all conversational channels (Phone, SMS, WhatsApp, RCS, Messenger, Instagram…).

Optimize interactions and boost conversion across all conversational channels.

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

The #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 favorite channels.
• Achieve more efficient and productive customer service: Respond to customer requests instantly, whatever the channel. Automate the most common interactions and make agents’ work easier.
• Maximize ROI and Conversions: Personalize the entire customer journey by always having your customers’ profile data at hand during 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 inbox accessible to all agents
• Get an overview of all customer info, without changing interface
• Set up a customizable live chat widget on your website

Personalize your support

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

• 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 response times

Be available 24/7 for your customers and optimize your agents’ day-to-day work thanks to several automation features:

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

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 external partners:

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

Integrate your favorite 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…)
• Enrich your customer profiles by unifying your data sources
• Display all customer information alongside your conversation

Analyze your results

Stay in control of your customer service performance:

• Observe the volume of conversations and the performance of each channel
• Monitor SLA compliance by analyzing precise data such as response time

Among our customers: Rakuten France, Coca-Cola, Heineken Formula 1 Grand Prix Netherlands, Revolution Beauty, MyJewellery, YourSurprise, Centralpoint, Elho