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Salesforce.com launches Service Cloud 3

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

4 Mar 2011

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."