Salesforce.com's Service Cloud Wins CRM Excellence Award
June 04, 2009
The new customer service initiative, Service Cloud
from Salesforce.com (News
) collects data from cloud computing platforms Amazon, Facebook, Google, social networks, blogs etc and helps companies to deliver the expertise of the community to customers, agents and partners regardless of location or device and ensures that the quality of customer service is consistent across every channel.
“The 2009 CRM Excellence Award from Customer Interaction Solutions is further testament to the Service Cloud's ability to help companies tap into the power of cloud computing and reap the rewards of stronger customer relationships," said Alex Dayon, senior vice president, customer service & support product line of salesforce.com
Company recently announced that it’s integrating Twitter to this solution, adding to its existing integration with Google and Facebook (News
). This solution connects social networking with client interaction processes, utilizing forums and search engines for customer feedback.
The integration with Twitter will be available from summer 2009, allowing automated searches of Twitter content to be pulled into Salesforce customer relationship management (CRM). This technology can be utilized by Salesforce.com customers who will be able to select appropriate phrases or words to create records in the Service Cloud.
"Salesforce.com has demonstrated to the editors of Customer Interaction Solutions that their products and services have substantially improved the processes of their clients' businesses by streamlining and facilitating the flow of information needed for companies to retain their most precious asset...their customers," said Nadji Tehrani, founder and chairman of TMC, publishers of Customer Interaction Solutions.
Jyothi Shanbhag is a contributing editor for TMCnet. To read more of Jyothi's articles, please visit her columnist page.
Edited by Jessica Kostek