Customer Relationship Management News NewsFactor Sites:       NewsFactor.com     Enterprise Security Today     CRM Daily     Business Report     Sci-Tech Today  
   
Home CRM Systems Customer Service Contact Centers Business Intelligence More Topics...
GET RECOGNIZED.
Let an ISACA® certification
elevate your career.

Register today and save
You are here: Home / Sales & Marketing / Salesforce Unveils Service Cloud 3
DDoS Protection Powered By Verisign
Salesforce.com Helps Contact Centers Get Social
Salesforce.com Helps Contact Centers Get Social
By Barry Levine / CRM Daily Like this on Facebook Tweet this Link thison Linkedin Link this on Google Plus
PUBLISHED:
MARCH
04
2011


CRM leader Salesforce.com upped its commitment to social media Thursday with the announcement of "the next generation of social contact centers." Service Cloud 3, unveiled at Salesforce's Cloudforce 2011 event in New York, updates the company's software-as-a-service platform, and it is being positioned as "customer service for the social era."

With more customers and potential customers regularly using social networking, the new version of Service Cloud lets organizations more completely engage them in such social communities as Twitter or Facebook. Salesforce said the Service Cloud platform is already being used by more than 15,000 companies.

'Changed the Game'

A key selling point of the new Service Cloud upgrade is that it allows companies to scale up quickly to analyze millions of conversations that involve their product or service. Real-time reports and customizable dashboards offer social-channel analysis, customer conversation analysis, and social dashboards for identifying trends. Comments in Facebook, for instance, can be filtered by the number of friends a commenter has, which may indicate how influential that person is. Facebook names can also be tied into customer records.

Alex Dayon, executive vice president of CRM at Salesforce.com, said "the explosion of social technologies has changed the game for customer service," including an expectation by customers that social customer service will be delivered in real time.

Service Cloud 3 lets companies monitor and capture conversations about their brands on Facebook, Twitter or other social communities, including blogs, forums, photo-sharing sites, and discussion groups. Agents can deliver customer service to customers using any device.

For example, Facebook wall posts and comments are converted into cases with Service Cloud 3, and Twitter conversations can similarly become cases -- with agents joining in the conversation.

'Could Backfire'

Salesforce Answers allows customers to ask questions, offer answers, and vote on the most helpful responses in a Facebook-like interface. Also offered are high-volume business-to-consumer portals for case management, help and training. Live Agent offers live chats that can be embedded into a company's web site.

A new Service Cloud Console uses a tabbed screen for more efficient management, and agents can follow cases in real time or collaborate as a team with Chatter for Cases.

Chatter, released last summer, has a Facebook-like interface and interaction that allows employees to work collaboratively. CEO Mark Benioff has called Chatter Salesforce's "most successful product ever."

Social media have become a major part of many companies' approach to their customers. One of Salesforce's major competitors, SAP AG, announced earlier this week its SAP Sales OnDemand package, which it described as "Facebook for the enterprise" and which was seen by industry observers as SAP's answer to Chatter.

Laura DiDio, an analyst with Information Technology Intelligence Corp, said the new emphasis on social media for customer service and intracompany teamwork is "not a frill, but a natural evolution for a company like Salesforce to differentiate itself from the competition."

She added that, if companies get too aggressive in intervening in customers' conversations, "it could backfire." The key, DiDio said, is "giving customers the option to turn things off."

Tell Us What You Think
Comment:

Name:

Like Us on FacebookFollow Us on Twitter
TOP STORIES NOW
MAY BE OF INTEREST
Salesforce.com is the market and technology leader in Software-as-a-Service. Its award-winning CRM solution helps 82,400 customers worldwide manage and share business information over the Internet. Experience CRM success. Click here for a FREE 30-day trial.
MORE IN SALES & MARKETING
Product Information and Resources for Technology You Can Use To Boost Your Business

Network Security Spotlight
Who Is the Hacker Group Lizard Squad?
Are they dangerous or just obnoxious? That’s what many are wondering about the hacker group Lizard Squad, which tweeted out a bomb threat that grounded a flight with a Sony exec aboard.
 
Are Government Spies Tipping Off Tor?
Less than a month ago, tech news headlines heralded a Tor Project breach. Now, some are saying that government spies are sharing information with Tor to help it prevent future breaches.
 
Backoff Malware Hits 1,000+ Businesses, Likely More
More than 1,000 businesses across the U.S. might have been affected by Backoff, a new kind of point-of-sale (PoS) malware, according to the Department of Homeland Security.
 

Enterprise Hardware Spotlight
Apple Set To Release Largest iPad Ever
Tech giant Apple seems to have adopted the mantra “go big or go home.” The company is planning to introduce its largest iPad ever: a 12.9-inch behemoth that will dwarf its largest existing models.
 
Alert: HP Recalls 5 Million Notebook AC Power Cords
HP is recalling about 5.6 million notebook computer AC power cords in the U.S. and another 446,700 in Canada because of possible overheating, which can pose a fire and burn hazard.
 
Acer's New Desktop Box Rides the Chrome OS Wave
Filling out its Chrome OS line, Acer is following the introduction of a larger Chromebook line earlier this month with a new tiny $180 desktop Chromebox and also a smaller Chromebook.
 

Mobile Technology Spotlight
Apple Set To Release Largest iPad Ever
Tech giant Apple seems to have adopted the mantra “go big or go home.” The company is planning to introduce its largest iPad ever: a 12.9-inch behemoth that will dwarf its largest existing models.
 
Verizon Hops on the Voice-Over-LTE Bandwagon
Wireless provider Verizon is gearing up for a nationwide launch of its Voice-over-LTE service over the next several weeks, promising clearer and crisper phone calls and a Skype-like video service.
 
Smartphone 'Kill Switch' Law in California; Will Other States Follow?
California’s new law -- signed by Gov. Jerry Brown on Monday -- aimed at deterring cellphone theft could mean most mobile phones sold in the U.S. will soon include similar “kill-switch” tech.
 

Navigation
CRM Daily
Home/Top News | CRM Systems | Customer Service | Contact Centers | Business Intelligence | Sales & Marketing | Customer Data | CRM Press Releases
NewsFactor Network Enterprise I.T. Sites
NewsFactor Technology News | Enterprise Security Today | CRM Daily

NewsFactor Business and Innovation Sites
Sci-Tech Today | NewsFactor Business Report

NewsFactor Services
FreeNewsFeed | Free Newsletters

About NewsFactor Network | How To Contact Us | Article Reprints | Careers @ NewsFactor | Services for PR Pros | Top Tech Wire | How To Advertise

Privacy Policy | Terms of Service
© Copyright 2000-2014 NewsFactor Network. All rights reserved. Article rating technology by Blogowogo. Member of Accuserve Ad Network.