Call centres adopt social media
Service Cloud 3 provides the ability to monitor comments made about a company's brand by using dedicated Salesforce for Facebook and Salesforce for Twitter tools within the platform.
According to Call centre Clinic, companies will also be able to scale their operations quickly and easily to manage a high volume of service issues, including the millions of conversations that are happening every day on social media sites.
Leveraging built-in social analytics, agents will be able to prioritise interactions across any channel and tailor support strategies to meet changing sentiments on the social Web.
"The world is going social," Salesforce's CEO Marc Benioff said at a conference at New York City's Javits Centre. "I want to know why all enterprise software isn't more like Facebook, notes the Wall Street Journal.
If it can be this powerful in the consumer world, why can't it be the same for the enterprise world?" Benioff also criticised rivals that he says aren't incorporating the social atmosphere in their products.
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