Salesforce Launches Service Cloud 3 With Social Network Interaction

Salesforce has launched a new social contact centre platform that will let organisations interact with customers on social networking platforms like Twitter and Facebook.

The Service Cloud 3 will allow companies to see what is being said about their products on social networking platforms across the web, and determine social trends using powerful analytical tools.

The company said that customers will be able monitor and capture social conversations using Salesforce for Facebook, Salesforce for Twitter and Radian6 for monitoring other blogs, websites and online forums.

Salesforce is also offering clients the means to deal with public complaints and instantly respond to reactions using enhanced Social Analytics, Social Communities and Live Agent features.

Alex Dayon, executive vice president of CRM for salesforce, said in a statement, “Facebook and Twitter taught consumers to expect social customer service in real time. Service Cloud 3 is the next-generation social contact center that lets companies prioritize and manage a high volume of customer issues over any social channel.”

Service Cloud 3, which is now available for purchase, will come with support for mobile and tablet devices including the latest iPad 3 tablet PC device. Salesforce for Facebook will be available in the first quarter of 2012 while Radian6 will be available in the third quarter of 2012.