Salesforce has added a new application to its "app exchange" so that clients who use its Service Cloud product can better wrangle Twitter for customer service purposes. It'll be available this summer.
With the app, called Salesforce CRM for Twitter, clients can monitor Twitter messages that pertain to their company, aggregate the replies and conversations around those messages, and then respond to the inquiries and complaints and whatnot.
Service Cloud already helps clients keep tabs on the likes of Facebook, Blogger, and Web forums.
Alex Dayon, Salesforce CRM's senior vice president of customer service and support, said that with the abundance of social-media tools on the Web, people are turning to "crowdsourced" help with customer-service issues.
"While US$20 billion of software is being spent on call centers, the customers are somewhere else," he said.
This article was first published as a blog post on CNET News.
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Salesforce jumps on the Twitter-for-CRM bandwagon
This is good news to hear. We have been using Salesforce for quite a while. I also hear that they are compatible with phone dialer systems from companies like www.orangepoint.net.... Great blog!
Posted by anonymous on Wednesday, March 25 2009 01:20 AM