Today, we're enabling every company to integrate service across the entire customer experience with the launch of Service Cloud Lightning Snap-ins, a new and transformational service product for today’s connected customer.

Customers are now moving seamlessly between products and services, and the distinction between a company’s product, brand and the service they offer is rapidly blurring. From the customer’s point of view, they are one and the same. This means companies need to differentiate on the service experience – because now it IS the brand experience.

Companies need to adapt this new reality. But companies aren't keeping up with their customers – 61% of customers have to use multiple channels to resolve a customer service issue. This all changes today.

Service Cloud Lightning Snap-ins are a fundamentally new way to deliver a service experience for today’s connected customer – on their terms. It’s our latest step in an innovation journey to help our customers differentiate themselves by delivering service not as a destination, but where, when and how their customers need it. Last year we launched Service for Apps - allowing our customers to integrate the power of Service Cloud into mobile apps.

With today’s announcement of Service Cloud Lightning Snap-ins we’re taking in-app service to the next level, extending it to the web so that you can now embed the support channel of your customer’s choice - chat, video chat, knowledge, case management and click-to-call - inside your company’s webpage or web app.

We’re also making it easier than ever to “snap in” all that functionality into any mobile or web app by consolidating multiple SDKs into a single unified SDK for all of those channels.

And, based on customer demand we’ve enhanced our market-leading SOS product by providing a 2-way video for support so that now, not only can a customer see your agent, but your agents can see exactly what your customer is doing when they need help – whether they need help fixing a machine, setting up a device – the use cases are endless, extending from the contact center to field service.

Service Cloud Lightning Snap-ins enable companies to:

Deliver faster service

Set up is easy with our native mobile and web software development kits (SDKs) so that you can easily integrate service right into the mobile and web experiences where your customers are.

Provide smarter in-context support

Agents can use contextual customer details from app data to quickly point them to the right solutions, serve up relevant knowledge articles or supply other solutions based on customer behaviors.

Personalize service delivery

Connect to customers 1:1 at their point of need, by seeing their issues and guiding them through to resolution in a personalized, face-to-face way. 

Connect the customer journey

Connect the entire customer journey on one platform for a seamless and differentiated service experience. And customize the experience for brand consistency.

Don’t make your customers call you. Bring service to them. Snap the best customer engagement experience into your apps today!

Check out our new Snap-ins page where you can watch the demo and learn more!