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23 Mar 2009
Salesforce.com has unveiled new integration with micro-blogging site Twitter that will allow customers to track 'tweets' about their business.
The partnership aims to give customer service agents real-time access to information on service level performance, and enable them to answer client queries made through what is now the fastest growing social networking site.
The integration will be available with the Salesforce Service Cloud package, which already lets businesses connect customer service applications with cloud computing sites like Facebook, LinkedIn and Google.
Salesforce said that the package lets businesses offer customer service through web community forums or dialogues on social networking sites.
The new integration coincides with the growth of Twitter as a business tool, and its role in identifying public perception of a particular product, company or service.
Figures released last week from market research firm Nielsen showed that 42 per cent of Twitter users in February were aged between 35 and 49, and 62 per cent used the site at work.
"Simplicity has played an important role in Twitter's success, making it quick and easy for consumers to connect to their community," said Twitter founder and chief executive Evan Williams.
"With Salesforce CRM for Twitter, enterprises can replicate this experience by keeping track of the conversations happening right now on Twitter."
Salesforce CRM for Twitter will help companies search through the 'tweets' that happen on Twitter every day to find out relevant conversations.
After identifying an appropriate tweet, a company can capture and monitor the conversation by creating a record in the Service Cloud that tracks the original post and all subsequent replies.
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Do you agree?
Neat but only the start
This is kind of neat, although other tools exist to enable you to do a better job of searching social networks and other social media for mentions of your company. I'd like to know more on what Salesforce.com does with a customer complaint voiced over Twitter once it had found it, as that's where the value should be in finding this data from within the CRM application. By the way, I see social networks and CRM linked together as enormously powerful. Who wouldn't want their customers updating and padding out records for them in their CRM system, so they can identify all they could possibly need to know and that contact is willing to share publicly before starting a call with them? We have several CRM vendors asking to integrate with our social network for sales leads and business referrals. I can't wait to show our users how they can manage sales leads identified through our site using their CRM. Ian Hendry CEO, WeCanDo.BIZ http://www.wecando.biz
Posted by: Ian Hendry 24 Mar 2009
where is my privacy?
Are you telling that Salesforce is enabled by Twitter to read through posts although not invited as 'follower'? and they keep track of all the posts and profiles?
Posted by: clarinette 23 Mar 2009