Salesforce.com Puts Twitter in Its Service Cloud

 
 
By Nicholas Kolakowski  |  Posted 2009-03-23 Email Print this article Print
 
 
 
 
 
 
 

Salesforce.com is adding messaging network Twitter to its Service Cloud, a SAAS solution that groups Google search, Facebook connections and online communities into a cloud-based customer service channel. With Twitter in place, SMBs and enterprises can monitor the adoption and discussion of their newest products.

Salesforce.com announced March 23 that it is adding Twitter to the Salesforce.com Service Cloud, a software-as-a-service solution begun in January that groups Google search, Facebook connections, online communities and discussion forums into a cloud-based customer service channel.

For the user, this means that the Service Cloud dashboard now offers a Twitter tab, which leads to a screen with a search bar under the title "Search Twitter for Service Issues." By typing a product name into the search bar, such as "x84 headset," the user can see whatever public conversations are occurring in real time via Twitter about the product.

Once the data from Twitter has been sucked into the Service Cloud, the user has additional options. A "monitor" tab allows an individual Twitter conversation thread to be followed within the Salesforce.com interface. The user can "tweet" the original conversation starter (send it as an instant message), post a message within the community or drill into the Salesforce.com database for an internal solution to an issue mentioned on Twitter, which can then be posted on Twitter.

For example, if someone writes on Twitter, "My x84 headset is broken," a service agent monitoring the Twitter feed in the Service Cloud can tweet the user and offer a fix. If the problem with the headset is a commonly recurring issue, the agent can pull up information from the database and send it to the entire community involved in the Twitter conversation thread.

As for Twitter being used as an enterprise customer service tool, "this is still the early days," Rebecca Wettemann, an analyst for Nucleus Research, said in an interview. "What is interesting is seeing which new channels of communication are becoming part of the whole communications cloud."

The cost of running a Salesforce.com Service Cloud starts at $995 per month; it allows users to create an online customer community with unlimited usage for up to 250 customers and a contact center with up to five agents, and connect with native cloud-computing sites such as Google, Facebook and Twitter.

Twitter, along with Facebook, YouTube and other social networks and applications, has been increasingly adopted for enterprise use, a fact that's led to much debate over whether these messaging and collaboration tools are truly effective for businesses.

Twitter announced on March 6 it is introducing a search feature on its main site that will allow users to search through conversation threads and monitor those trends generating the most tweets.

 


 
 
 
 
Nicholas Kolakowski is a staff editor at eWEEK, covering Microsoft and other companies in the enterprise space, as well as evolving technology such as tablet PCs. His work has appeared in The Washington Post, Playboy, WebMD, AARP the Magazine, AutoWeek, Washington City Paper, Trader Monthly, and Private Air. He lives in Brooklyn, New York.
 
 
 
 
 
 
 

Submit a Comment

Loading Comments...

 
Manage your Newsletters: Login   Register My Newsletters























 
 
 
 
 
 
 
 
 
 
 
Rocket Fuel