By annie shum | March 23, 2009
Salesforce.com has just announced this extension to its Service Cloud, a tool it released back in January. Service Cloud is built on Salesforce.com’s Force platform and allows customer service people to monitor and manage conversations that are happening about their company on social media such as Facebook, LinkedIn, and Twitter.
When Gmail failed, the idea of calling Google’s customer service never occurred to me. That is increasingly normal. We turn to online services because calling customer support call centers is too frustrating. Salesforce.com announced that you can now search, monitor, and join conversations specifically on Twitter:
•Search: find mentions on Twitter.
•Monitor: track subsequent mentions and replies.
•Join: become an active participant in the conversation.
These are all things you can already do on Twitter and countless Twitter-specific apps. Salesforce.com, though, thinks that you want to be able to do this from within your customer service system, and that Twitter is only one of many places where these conversations are happening.
What Does It Look Like? The screenshot below shows the Service Cloud with the capability of tracking conversations across multiple social media venues:
Written by Bernard Lunn / March 23, 2009 12:01 AM
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