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Salesforce Becomes More Social With Service Cloud 3
By Mike Sachoff
Staff Writer
Article Date: 2011-03-03
Salesforce.com has introduced its next version of its cloud computing service called Service Cloud 3.
Service Cloud 3 will allows companies to communicate with customers on any social community, including Twitter, Facebook and other social networks via software from Radian6.
Directly within Service Cloud 3, companies will be able to monitor conversations about their brands on Facebook and Twitter, and use Radian6 for Salesforce to monitor blogs, forums and discussion groups. They will be able to communicate directly with customers using any device, including the iPad 2, to offer customer service in real time.
"The explosion of social technologies has changed the game for customer service," said Alex Dayon, executive vice president of CRM, salesforce.com.
"Facebook and Twitter taught consumers to expect social customer service in real time. Service Cloud 3 is the next-generation social contact center that lets companies prioritize and manage a high volume of customer issues over any social channel."
Other features of Service Cloud 3 include:
*Social Contact Center: With the next-generation Service Cloud Console, agents have an optimized, tabbed screen for managing all social media and case activities with fewer clicks and less scrolling. Chatter for Cases lets agents follow important cases in real time and collaborate as a team to resolve issues faster.
*Social Knowledge: Now teams can collaborate with Salesforce Chatter around knowledge articles in real time for increased accuracy and article relevance. Using Chatter, agents can contribute comments, see input from internal experts, and stay up to date on the articles they follow.
*Social Analytics: Companies will be able to monitor and manage customer interactions across every social channel with real-time reports and customizable dashboards that give complete visibility of the metrics that impact business.
About the Author:
Mike is a staff writer for WebProNews. Visit WebProNews for the latest ebusiness news.
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