Salesforce.com has added Twitter support to its
- 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.
We've seen before that the biggest brands on Twitter are the importance of monitoring your reputation in real time. Integrating Twitter with CRM just makes sense.
"Customers are talking, but it is a question of who is listening," says Comcast's Frank Eliason. "Salesforce CRM for Twitter and the Service Cloud allows businesses to not only listen and learn, but to also actively participate in the conversation."
Salesforce's philosophy behind its Service Cloud is that customers are growing increasingly annoyed with call centers. They're turning to the Internet for support. Your company should be there, readily available. That makes sense to me.
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