Helpstream, a SAAS customer service system, is updating to include a Twitter-like feature that allows users to track information within Helpstream's online community. Twitter-like messaging and collaboration functionality has become of interest to the enterprise, as seen in Salesforce.com's Service Cloud.Helpstream, which utilizes software as a service, or SAAS, as the background
of its customer service system, is deploying ActivityStream, a feature that
allows users to follow others in the same manner as Twitter or a Facebook
stream. Helpstream has also issued an application that integrates Helpstream
communities with Salesforce.com
and Oracle CRM.
ActivityStream's features leverage Helpstream's core function, presenting an
online community through which consumers can receive information and
communicate, to integrate search and interaction with outside enterprise
applications.
By doing so, Helpstream joins other enterprise application creators in
inserting Twitter-like functionality into their offerings. In March,
Salesforce.com added Twitter to its Service Cloud, allowing small and midsize
businesses and enterprises to monitor the adoption and discussion of their
newest products.
For Salesforce.com,
the Twitter option is listed under "Search Twitter for Service
Issues." By typing the name of a product or service into a search bar,
the user can search for Twitter conversation threads, tracked within the
Salesforce.com interface.
Helpstream's offering works in a similar way, tracking conversations within
its community of users and customers. Users can subscribe to other users and
follow their streams of activity, as well as receive updates about their work
and areas of expertise.
Helpstream is also embedding its service-community functionality into
Salesforce.com and Oracle CRM on Demand; customers
interact through the Helpstream community portal, while a company's agents can interact
with them and track the activity through Salesforce.com or Oracle.
"Social business is about connecting people with expertise," Bob
Warfield, executive vice president of products at Helpstream, said in a
statement. "ActivityStream focuses on the true social component of
connecting people in a community in a very effective way. Our new enterprise
application mashup enables service agents to stay connected to customers in the
community using the CRM environment."
Messaging & Collaboration 
