Real-time Customer Experiences with Salesforce Service Cloud

Swrve integrates with Salesforce Service Cloud to help brands unify customer support experiences, and synchronize customer data.

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Real-Time Relevance on Mobile

Swrve’s intelligent, bi-directional integration with Salesforce Service Cloud maximizes the potential of existing data to deliver customer support experiences on mobile that pair perfectly with email and web communications.

Salesforce Service Cloud customers use Swrve to build cohesive experiences across channels, and deliver real-time relevance to mobile via mobile push notifications, in-app messages, A/B testing, live behavioral tracking, and powerful analytics, all at enterprise scale.

The Swrve Mobile Connector for Service Cloud is an intelligent, bi-directional integration that helps brands unify customer experiences by automating Swrve push notifications and in-app messages from Service Cloud, and synchronizing customer data for use across marketing campaigns and customer service.

Messaging-based service updates: The integration enables the use of Swrve mobile push notifications and in-app experiences to update customers on their service ticket or case status. The result: greater call deflection and better customer experience.

Pause all marketing whilst a support issue is open: Temporarily suppress marketing campaigns with customers who have open service and support issues. Once the ticket or case is closed, marketing automatically resumes. The result: a better customer experience.

Survey customers service experience: Trigger Swrve push in-app surveys to get instant feedback on customer satisfaction after a ticket or a case is closed/resolved. Depending on the customer's response, trigger a next best action.  For example, follow up with an email to get more in-depth learning about a poor service experience. The result: track customers' satisfaction.

Incorporate service experiences in targeting and segmentation: Make service and support history data available to Swrve’s microtargeting engine for more 1:1 personalized mobile campaigns. The result: more personalized marketing.

Unify Customer Experiences Across Channels

Customers are the first to know when a brand is lacking a true mobile strategy—they receive inconsistent experiences that are confusing, annoying, and irrelevant. It's the quickest route to churn a brand can take. Swrve helps enterprises unify customer communications with smarter, faster, and more personalized interactions to make inconsistent messaging a thing of the past.

Deliver Greater Service Experiences

Swrve’s mobile and analytics capabilities are made available within Salesforce Service Cloud, so brands can add advanced mobile functionality to Journey Builder. This means brands can deliver enhanced support experiences like: real-time service updates on mobile for a customer's service ticket or case status; a pause on all marketing while a support ticket is open; and support satisfaction surveys to get instant feedback on how you're performing.

Access to Mobile User Data Updated in Real Time

Swrve’s mobile analytics provide Salesforce users with data that increase the accuracy and impact of message segmentation, targeting, and delivery.

Our platform’s bidirectional data connectors and APIs process mobile insights in real time, giving a full 360° view of each user’s mobile behavior. This live, self-updating data is streamed into Service Cloud to trigger hyper-personalized customer experiences across mobile, email, and web based on support history data.