Here is good news for all the existing Salesforce.com customers! The company has announced the next evolution of its web CRM product, Service Cloud 2. Salesforce.com is hoping to focus on integrating social media into companies existing customized CRM systems with the help of Service Cloud 2. In addition to the multiple components provided by Service Cloud 2, the most interesting and the biggest announcement is the availability of Salesforce for Twitter as a free-add-on. However, this special facility will be applicable only for the existing Salesforce.com customers via the Force.com App Exchange.
With this cool feature, the Salesforce.com customers can manage and actively participate in any ongoing Twitter conversations with their customers. All this can be accessed within their existing CRM system. With Service Cloud 2 services businesses will not only be able to use tools to monitor hashtags, keywords or Twitter accounts but incoming Twitter messages can also be integrated into the existing CRM system as service tickets.
This is a great boon to the customer service agents as they can directly use the existing tools to find answers for customers, keep abreast of problems and shoot queries to the right people. This will enhance their performance and make them spontaneous at their job. There is more good news to come from Service Cloud 2. ‘Salesforce Knowledge’ and ‘Salesforce Answers’ are the other two projects they will start with. The former will be launching in the next few months while the later by early 2010.
Via: Mashable
Posted by Robert on September 9, 2009 in Business, New Ventures & Start Ups · 1 Comment
Very nice idea salesforce! As a rule of thumb, when servicing your customers and prospects, they dictate to you how they want to be communicated with. The more options your company has in place, the more they will communicate.
When developing a CRM strategy this rule of thumb is described best here:
“The company’s focus should be to better understanding the gap between their customer’s/prospect’s current state of how they do business with us and their desired future state of how they want to do business with us.”
thanks