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Salesforce.com have launched a new customer service offering, which integrates with Facebook, Google and other resources to help contact centre staff better support customers.
The Service Cloud, which is built on the company's Force.com platform, connects to social networking sites, community forums, blogs and other resources to gather data that can add to an organisation's knowledge base of support information.
The offering allows support staff to contact customers by phone, email and chat, and lets firms set up their own online communities where customers can interact with each other and answer queries.
Salesforce.com argued that building these active online communities will also ensure that a company's web site is one of the top results returned if a customer uses a web search to find the answer to a particular problem.
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