Salesforce Integrates Twitter

Many companies are using Twitter to listen to the voice of their customer by searching for mentions of their brand or products. Salesforce.com has once again leaped at the opportunity to stay ahead of the fray by building an enterprise product built upon the Twitter platform.

"Salesforce CRM for Twitter - Leverage the Service Cloud to Join the Conversations on Twitter

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.

"Customers are already sharing knowledge and having conversations about our company on Twitter. Therefore, we are excited about being able to track these conversations and engage with the Twitter community through the Service Cloud," said Dennis Martin of NJ TRANSIT. "Salesforce CRM for Twitter and the Service Cloud would allow us to reach our customers beyond traditional avenues of communication."

"Today, customers are looking to the cloud for experts to help answer their service questions. With more than eight million users, Twitter is a new destination for customer conversations, yet most companies don't have a strategy for joining those conversations. Salesforce CRM for Twitter and the Service Cloud provides companies of all sizes an efficient and effective way to join the Twitter conversation," said Rebecca Wettemann, VP Research, Nucleus Research."

Customer Relationship Management is a whole big thing that companies worldwide use Salesforce for to run smarter businesses. Salesforce CRM for Twitter makes it easy for companies to connect with customers from within the Salesforce Service Cloud—which is also a whole big thing. If you use Salesforce then you know about this stuff."

How are you using Twitter to enhance your customer interactions?