Salesforce.com Goes Social
Written by ShamrockCRM on November 18, 2009 – 3:07 pm -Service Cloud 2 – can connect between the call center, Google, twitter, etc. Makes your tech support show up on Google, Facebook, etc.
Contact centers are disconnected from conversations, Oracle, SAP, amdocs, etc. where customers at using Google, Facebook, Twitter, etc. Basically all the service action (i.e. tech support) is done on Google, and the company is not receiving the benefit of that.
Support call – get call on Salesforce.com, get contact info instantly, then creates a case, search for the articles that relate to their question, every article can have video, pictures, html, step-by-step procedures. Customer support can relay it to them over the phone, on email, etc.
At Dell.com, a customer can go through the knowledge articles that the customer support rep can see. This information can be found at Google and search engines can see this. Immediate updates to the Dell.com website, using Salesforce.com. Yahoo Answers is where someone writes a question and the community answers, “crowd sourcing” the answer, as it is called. How do you do get a “Yahoo answers” on Salesforce? Salesforce Answers – also a Facebook app. Facebook data is then in the service cloud in Salesforce.com. This info is basically spread around the net. Likewise with Twitter, Tweet knowledge back out to a Twitter question when it is asked.
Awesome integration!
Service Cloud 2
Sales Cloud 2
Related posts:
- Service Cloud 2 Detailed Feature Descriptions
- The Basics of Salesforce Chatter
- Salesforce Keynote
- Salesforce Chatter
- Customer Service and Support Process in Salesforce.com
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