NEW YORK — Salesforce.com unveiled its Service Cloud 3
platform March 3, coupling the announcement to a high-profile event at New York
City’s Javits Center headlined by CEO Marc Benioff.
The third iteration of Salesforce’s cloud-based customer
service platform lets businesses analyze and respond to customer feedback
filtering from social networks such as Twitter and Facebook. The company claims
those businesses will be able to manage immense amounts of data through those
channels.
Should a customer Tweet or post a Facebook message about a
company’s product, and that company uses Service Cloud 3, employees will be
able to click on a dashboard tab labeled “Social Conversations” and see that
customer’s missive in real-time. Employees can also monitor broader swaths of
data, via dashboard metrics such as “Twitter Volume by Product” or “Cases by
Channel.”
In addition, employees can also escalate a customer’s case
for their colleagues’ attention, and post a solution to a particular issue on a
Facebook wall or Twitter. Salesforce has also begun leveraging mobile devices, video-conferencing features, notably Apple’s FaceTime, to allow customer
representatives to resolve an issue in a more face-to-face way.
For more, read the eWeek article: Salesforce.com Introduces Service Cloud 3.
