Salesforce.com Unveils Service Cloud 3

Salesforce.com, the enterprise cloud computing company, has unveiled Service Cloud 3, the next generation of social contact centres. Service Cloud 3 will let organisations engage with customers on any social community, including Twitter, Facebook and other social networks via Radian6.

Companies will also be able to scale their operations to manage a high volume of service issues, including the millions of conversations that are happening every day on social media sites. Leveraging built-in social analytics, agents will be able to prioritise interactions across any channel and tailor support strategies to meet changing sentiments on the social web.

“The explosion of social technologies has changed the game for customer service,” said Alex Dayon, Executive Vice President of CRM, salesforce.com. “Facebook and Twitter taught consumers to expect social customer service in real time. Service Cloud 3 is the next-generation social contact centre that lets companies prioritise and manage a high volume of customer issues over any social channel.”

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Directly within Service Cloud 3, companies will be able to instantly monitor and capture conversations about their brands on Facebook and Twitter, and use Radian6 for Salesforce to monitor blogs, forums and discussion groups. Agents will be able to engage directly with customers using any device, including the iPad 2, to deliver customer service in real time.

The Radian6 for Salesforce AppExchange app will let agents work entirely within Service Cloud 3, engaging with customers via Twitter, Facebook and other social channels including blogs and video and photo sharing sites. Fully automated case creation will mean that social media content is automatically added to Service Cloud 3 based on the customisable Radian6 workflow rules engine.