Salesforce.com Inc., a renowned business software maker, has spruced up its offerings in the Software-as-a-Service domain that will enable customer service agents to share useful knowledge across the web to better serve the customers.
The new service, dubbed as “Service Cloud”, links with Google, Facebook, and other such platforms to establish more interactive communication channel between the support staff and customers.
Built on company’s own platform Force.com, the service connects to community forums, blogs, social networking platforms and other such resources to accumulate information that can upgrade an organisation’s knowledge on better customer support.
In addition to enabling support staff to contact customers via chat and email, this new service would also provide the companies the capability to form their own community forums for attaining enhanced interaction with customers.
These active online communities would let a company’s website to feature in top results, when a customer uses internet search to find the answer of any specific problem, which would implicitly help in bolstering traffic for the company’s website, Salesforce.com added.
It is interesting to note that Salesforce.com already sells such products individually, as Starbucks Corp and Dell Inc. employed its software applications for creating web communities, in order to obtain customers’ valuable suggestions on improving product quality.
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Salesforce.com suffered a "major" glitch (that only lasted 38 minutes though) a few weeks ago that some said was serious enough to consider whether cloud computing is resilient for business uses. The SaaS company shrugged away those concerns and once again proved that it is focused on delivering innovative, quality "cloud" services at an affordable price.
(Cloud Computing Journal)