TeamViewer, a global pioneer of remote control and online collaboration software, has announced the integration of its remote control app with the Salesforce Service Cloud platform.
The Salesforce Service Cloud allows support staff to provide faster, smarter customer service across multiple channels, including web, email and mobile devices. With the TeamViewer integration, Service Cloud customers can initiate a remote control session directly from the Salesforce Agent Console, allowing supporters to connect to the user's device and resolve a potential issue extremely efficiently.
Once the session is closed, all relevant data will be archived and displayed in the case history. With this new functionality, IT staff can also provide remote guidance if a user requires assistance to perform a job on their device. These guidance sessions can be recorded and stored so they can be used for future training jobs.
The TeamViewer App is available in the Salesforce AppExchange and can be used with the qualifying licenses. Salesforce customers can simply download the app to boost the reach of their service desks, reduce issue resolution times, and increase the satisfaction of their customers. All from the same screen without having to launch or configure another app.
"Salesforce is the global CRM leader. That alone is reason for us to be extremely proud of this integration," says Andreas König, CEO at TeamViewer. "Additionally, this partnership aligns with our quest to significantly extend our reach, and be able to address enterprise level clients along and small and medium sized businesses."