Salesforce.com’s Service Cloud 3 is poised to revolutionalize the customer service industry

Salesforce.com announces Service Cloud 3

Service Cloud 3, a new offering from Salesforce.com was announced yesterday at Cloudforce 2011 in New York.

Service Cloud 3 brings together the social media with providing exceptional customer service. Instead of the old model of a telephone queue in a call center, Salesforce is addressing the need for managing customer service issues that are now being posted to Twitter and Facebook. You need to react faster.

With this tool, you can scan the social media networks and watch for customer service issues. These issues are posted in real-time to a case in Salesforce.com for a customer service agent to resolve. These often are quick question and answer resolutions.

The actual call center functionality is not lost in Service Cloud 3. You can still do all the case management functionality within Salesforce Cases, but you can do more. They demo the real-time functionality such as “face-time” where you can actually have a video chat right from within Salesforce.com. This will save a lot of time on calls as people can actually show the rep what the issue is.

This is an interesting video once you get to the demo. Take a look and let us know what you think.

Video: Service Cloud 3 overview

Finding out more about Service Cloud 3

 

Service Cloud 3

Service Cloud 3


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