Salesforce Service Cloud 3 Unveiled, Social Customer Interaction Emphasized

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It seems like only yesterday that Salesforce was talking up Cloud 2. Now, today, they've unveiled Service Cloud 3, the company's next-generation social contact centers, which will let companies interact with customers on "any social community". That means Facebook, Twitter, and any other social network via social media monitoring software Radian6. However, it's just supporting Twitter out of the box, from the sound of it.

"The explosion of social technologies has changed the game for customer service," said Alex Dayon, executive vice president of CRM at Salesforce. "Facebook and Twitter taught consumers to expect social customer service in real time."

The product also has built-in social analytics. Companies can monitor and manage customer interactions across social channels with real-time reports and customizable dashboards. Salesforce says these things will help agents identify trends and alert managers of issues that are impacting the business.

The emerging tablet market should play into the always-on social customer interaction approach. Salesforce seems to be pretty hyped up for the iPad 2.

Service Cloud 3 is generally available today with Twitter support. Salesforce for Facebook is scheduled for the first quarter of fiscal year 2012. Radian6 for Salesforce is scheduled the third quarter of fiscal year 2012. Update: Radian6 product manager Ryan Strynatka says in the comments, "Radian6 for Salesforce – we are shooting for general availability by August (in time for Dreamforce) and will be including support for Facebook as well."

Chris Crum

Chris Crum has been a part of the WebProNews team and the iEntry Network of B2B Publications since 2003. Follow Chris on Twitter, on StumbleUpon, on Pinterest and/or on Google: +Chris Crum.

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