Salesforce.com, an enterprise cloud computing company, yesterday announced Salesforce CRM for Twitter, enabling companies to search, monitor and join conversations taking place on Twitter directly in the Service Cloud.
The Service Cloud, announced in January of this year, is the company's next-generation solution for customer service that exponentially increases the quality of customer service, while lowering the cost, by leveraging the expertise of the community. Already connected to leading social networking sites like Facebook, Salesforce CRM for Twitter enables companies to use the Service Cloud to connect directly with the more than eight million Twitter users.
Twitter provides a free platform for users to answer the question "What are you doing?" in 140 characters or less and broadcast the answer to a broader community. These "tweets" can cover any topic area, including specific companies, brands and products. Twitter's incredible growth has attracted the attention of many enterprises that want to leverage and participate in this increasingly influential community. Twitter enables a direct connection between end-users and enterprises in the more casual world of Twitter conversations. Salesforce CRM for Twitter and the Service Cloud give companies an easy way to join conversations happening on Twitter by enabling:
Search: Salesforce CRM for Twitter helps companies search through the millions of "tweets" happening on Twitter every day to find the relevant conversations—all from within the Service Cloud.
Monitor: 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.
Join: Salesforce CRM for Twitter empowers enterprises to be active participants on Twitter by enabling them to funnel relevant solutions from the Service Cloud knowledge base into a Twitter post, effectively joining the conversation.
Salesforce CRM for Twitter is currently scheduled to be available at no additional charge on the Force.com AppExchange in the summer of 2009.