With its new Salesforce for Twitter app, Salesforce.com has thrown its hat into the social media monitoring and customer service arena. The app is part of the CRM giant’s latest suite of SaaS customer service offerings, Service Cloud2.
The suite is designed to move companies toward a community-based approach to customer service in which ideas, concerns and product development are dealt with in an open forum. The Twitter app enables companies to search and locate customers talking about their brand on Twitter. While this in itself is nothing new – there are many such social media monitoring services – the tool takes the idea a step further by creating customer service cases within the Service Cloud itself, ensuring that issues can be properly tracked from inception to resolution.
Other Cloud Service products include Salesforce Answers, a crowdsourcing solution, and Salesforce Knowledge.