With a focus on customer service and communication, Salesforce made its eighth acquisition this year, buying Boston-based HeyWire Inc. for an undisclosed amount.
HeyWire, a mobile messaging app built on the Salesforce platform that allows companies to interact with their customers, will be integrated with Salesforce’s Service Cloud.
“The channels that customer service agents use and the way customers want to interact with businesses has changed a lot,” said Michael Fauscette, chief research officer at Chicago-based G2 Crowd Inc., a peer-to-peer business software review company. “When companies built out a customer service suite, they used a call center, but we don’t really talk on the phone much anymore. Salesforce wanted to add another way for companies to interact with customers.”
Today, businesses are adding other ways to interact with customers, moving from just call centers and mailed forms, to email and electronic forms, to social and now SMS messaging.
“Service Cloud
Article source: http://searchsalesforce.techtarget.com/news/450304203/Salesforce-buys-mobile-messaging-app-HeyWire
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