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'In addition to our 24/7 online Support Center, mobile app and Live support options, the Salesforce Visual Remote Assistant offers unique visual support leading to a better customer experience for the builder, contractor and end-user community,' said Greg Rhoades, director of marketing, smart and new technology products, Leviton.

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For privacy and security, the link is a one-time use code which expires following the completion of the support session. When visual assistance is needed, customers are sent a text message or email to their smart device containing a secure link that will directly connect them to a member of the Leviton Technical Service team.

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The Salesforce Visual Remote Assistant does not require users to download an app.

Once the job is successfully completed, the technical service representative can view the results and confirm that the issue has been resolved. By visually observing the issue, the service representative is able to immediately understand the customer's problem and expedite a solution by walking the customer through the answer to their question. The Salesforce Visual Remote Assistant operates as a simple visual connection between the remote Leviton Technical Service Representative and the customer. This is particularly helpful with the installation, set-up and use of more technically advanced products,' said Brian Avery, senior manager, technical services, Leviton.

With visual access to enhance troubleshooting and diagnoses, our technical service team is even better equipped to guide customers quickly and clearly through the process of resolving issues. While customers and companies alike are eager to return to in-person experiences, digital behaviors we learned and grew accustomed to during the pandemic are here to stay.'Our new Salesforce Visual Remote Assistant tool offers our customers a unique, innovative and user-friendly customer service experience. The Pre-Built Einstein Bots are in beta and are predicted to launch in October 2021.Ĭlara Shih, the CEO of Service Cloud at Salesforce, says that “ We are on the cusp of a great reopening of society, and companies know they need to move quickly to seize the moment. Service Cloud Workforce Engagement and the updated Service Cloud Voice functionalities are expected to release in June 2021, while the Visual Remote Assistant is available as of April 21st, 2021. Together, these features will help users create unified agent and digital channel experiences, deliver better customer service, plan staffing needs, provide immediate customer assistance over video chat, and more. The innovations coming to Service Cloud include updates for Service Cloud Voice, Workforce Engagement, Pre-Built Einstein Bots, and Visual Remote Assistant. With Service Cloud, Salesforce offers customers an all-digital engagement platform capable of connecting all their channels.

#VISUAL REMOTE ASSISTANT SALESFORCE SOFTWARE#

The company’s cloud-based software solutions provide organizations with services like customer relationship management, customer service, marketing automation, analytics, application development, and more.

Salesforce is a global provider of CRM solutions designed to help companies of all sizes and industries embrace digital transformation and create a 360° view of their customers. Our 2020 CRM Buyer’s Guide helps you evaluate the best solution for your use case and features profiles of the leading providers, as well as a category overview of the marketplace.

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