Salesforce.com launches Service Cloud 3

Service Cloud 3 can monitor customers across social networks, including Facebook and Twitter.

Salesforce

Salesforce.com has launched its Service Cloud 3, designed to help companies get social with their customers.

The service lets organisations monitor and get in touch with customers on any social network - such as Facebook and Twitter - and other sites using Radian6 - the platform that helps companies measure the impact of their customer contact and monitor conversations.

Businesses will be able to take advantage of the built-in social analytics with Service Cloud 3, which in turn should help them tailor their customer interactions and prioritise, Salesforce.com said.

The Social Contact Center, with its tabbed screen, will let administrators keep a close eye on social media activity, whilst Salesforce.com's Chatter will let users collaborate on customer contact projects.

Whilst the product has been made available already, it will not include the Salesforce for Facebook part until the first quarter of fiscal year 2012.

Furthermore, customers will have to wait until the third quarter of fiscal year 2012 for Radian6 for Salesforce.

"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."

Featured Resources

The ultimate law enforcement agency guide to going mobile

Best practices for implementing a mobile device program

Free download

The business value of Red Hat OpenShift

Platform cost savings, ROI, and the challenges and opportunities of Red Hat OpenShift

Free download

Managing security and risk across the IT supply chain: A practical approach

Best practices for IT supply chain security

Free download

Digital remote monitoring and dispatch services’ impact on edge computing and data centres

Seven trends redefining remote monitoring and field service dispatch service requirements

Free download

Recommended

Facebook claims AI managed to reduce hate speech by 50%
social media

Facebook claims AI managed to reduce hate speech by 50%

18 Oct 2021
Facebook to hire 10,000 workers across the EU
social media

Facebook to hire 10,000 workers across the EU

18 Oct 2021
Twitter sells mobile ad unit for triple its original value
Acquisition

Twitter sells mobile ad unit for triple its original value

7 Oct 2021
The worst hacks of all time
hacking

The worst hacks of all time

30 Sep 2021

Most Popular

Alibaba unveils custom Arm-based server chip
components

Alibaba unveils custom Arm-based server chip

19 Oct 2021
What is cyber warfare?
Security

What is cyber warfare?

15 Oct 2021
HPE wins networking contract with Birmingham 2022 Commonwealth Games
Network & Internet

HPE wins networking contract with Birmingham 2022 Commonwealth Games

15 Oct 2021