Salesforce.com Extends the Service Cloud into Real-Time Customer Conversations with New Salesforce CRM for Twitter
SAN FRANCISCO - March 23, 2009
Salesforce CRM for Twitter enables companies to search, monitor and join relevant Twitter
micro-conversations directly in the Service Cloud
The Service Cloud empowers customer service organizations to join and manage today's customer
service conversations in the cloud
- Salesforce.com [NYSE:
CRM], the enterprise cloud computing company, today announced Salesforce CRM for Twitter, enabling
companies to search, monitor and join conversations taking place on Twitter directly in the Service
Cloud. The Service Cloud, announced in January of this year, is the next generation solution for
customer service that exponentially increases the quality of customer service, while lowering the
cost, by leveraging the expertise of the community. Already connected to leading social networking
sites like Facebook, Salesforce CRM for Twitter enables companies to use the Service Cloud to
connect directly with the more than eight million Twitter users.
"Since its introduction in January, we've seen tremendous momentum and validation from
customers, prospects, and partners that the Service Cloud represents the future of customer
service," said Marc Benioff, chairman and CEO of salesforce.com. "Today's announcement builds on
this momentum by enabling companies to join the conversations happening between the more than eight
million users on Twitter."
"Simplicity has played an important role in Twitter's success, making it quick and easy for
consumers to connect to their community. With Salesforce CRM for Twitter, enterprises can replicate
this same experience by keeping track of the conversations happening right now on Twitter," said
Evan Williams, founder and CEO of Twitter.com.
"Customers are talking, but it is a question of who is listening. Salesforce CRM for
Twitter and the Service Cloud allows businesses to not only listen and learn, but to also actively
participate in the conversation," said Frank Eliason of Comcast.
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
"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.
The Service Cloud - The Future of Customer Service
Traditionally, contact center technologies have been removed from the experts and knowledge
found in the cloud. Yet, while companies continued to invest in these technologies, customer
satisfaction rates have remained stagnant and customers turned to the cloud to answer their
customer service questions. Today, 50 percent of all service conversations take place in the cloud.
The Service Cloud unites these two disconnected, yet vitally important, worlds to establish the new
model for customer service.
The Service Cloud transforms customer service through the power of cloud computing, and
brings together industry leading cloud computing platforms like Google, Facebook and Twitter to
capture every conversation and leverage every community expert in the cloud. By capturing these
conversations, the Service Cloud helps companies deliver the expertise of the community to
customers, agents and partners regardless of location or device - ensuring that the quality of
customer service is consistent across every channel. The Service Cloud represents the future of
customer service, where more than two-thirds of all service conversations will take place in the
Capturing and funneling information from inside the enterprise and in the cloud into a
company's knowledge base is at the heart of the Service Cloud. 6,800 companies, including
Enterasys, Misys Banking Systems and Plantronics, have already standardized on Salesforce CRM and
the Service Cloud for their customer service operations.
The Service Cloud Builds on the Power of the Force.com
Built on the Force.com platform, the Service Cloud utilizes the latest Force.com
capabilities, including Force.com Sites, Force.com for Facebook, and more to uniquely join together
knowledge and conversations regardless of where they take place online. The Service Cloud also taps
into the power of more than 100 customer service extensions on the Force.com AppExchange for areas
like chat, field service and CTI. Additionally, customers using the Service Cloud gain all the
benefits of the proven security, reliability and scalability of salesforce.com's trusted global
Pricing and Availability
Salesforce CRM for Twitter is currently scheduled to be available at no additional charge on
the Force.com AppExchange in the summer of 2009.
Service Cloud packages start at $995 per month, which includes the ability to:
- Create an online customer community with unlimited usage for up to 250
- Set up a contact center with up to five agents
- Connect with native cloud computing sites like Facebook, Google and Twitter
- Invite up to five partners to participate in the service cloud
Service Cloud packages are available today. Force.com Sites is currently scheduled to be
generally available later this year. Please visit http://www.salesforce.com/servicecloud for more
Salesforce.com is the world’s largest provider of customer relationship management (CRM) software. For more information about salesforce.com (NYSE: CRM), visit: www.salesforce.com.
Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase salesforce.com applications should make their purchase decisions based upon features that are currently available. Salesforce.com has headquarters in San Francisco, with offices in Europe and Asia, and trades on the New York Stock Exchange under the ticker symbol “CRM.” For more information please visit http://salesforce.com, or call 1-800-NO-SOFTWARE.