Salesforce.com has 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.
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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".