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September 21, 2012
Salesforce.com Brings Customer Service to Social Era with New Chatter Communities for Service
By Calvin Azuri, TMCnet Contributor
Salesforce.com (News - Alert) recently announced the introduction of the Chatter Communities for Service, based on a common knowledge resource base. The program has been developed to enhance the company’s legacy portals.
The newly introduced New Chatter Communities for Service allows customers to access and benefit from private social community of industry peers and company experts.
"Delivering transformational customer service is crucial to every company's success in the social era,” said John Wookey, executive vice president of social applications, salesforce.com. “Chatter Communities for Service will extend the leadership of the Service Cloud and help companies connect with their customers in entirely new ways."
Leveraging Chatter Communities for Service, users can have their queries answered all in one place irrespective of the origin of their inquiry. All support organizations will meet over a common community platform over the extended enterprise.
Advantages of the Chatter Communities for Service include a customizable, branded location where queries will be addressed from both other community members and directly from the company. It also saves users a considerable amount of time, which they would otherwise have to spend looking for answers to their queries from a multitude of potential online help destinations. In addition, a single customer social profile allows companies to provide support across different channels as well as use of one single knowledge base to provide customers with the right answers to their questions.
Furthermore, the Service Cloud is the only customer service solution which effectively brings together social communities with a robust social contact center over one common knowledge base.
Small businesses can also deliver customer service for the social era with Desk.com, the Service Cloud for small business. Desk.com has been developed to deliver businesses with a social, mobile and simple customer support app which allows them to get started and running within a matter of hours.
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