Salesforce.comhas added Facebook and Twitter
features to its customer service platform.
The move provides customers with a Facebook application and a
Twitter plug-in, enabling them to both ask questions and provide
answers on the social networking sites.
The company is also planning to host a crowdsourced database of
questions and best practice tips. Customers will be able to access
information on the database and email their users with links to the
articles.
Salesforce said the changes are in response to a change in the
way people look for information, with more customers using social
networks and search engines.
Salesforce.com senior vice-president of service cloud product
management Alex Davon said the customer service market is "shifting
away from the old way of calling a service representative".
