Listen and respond to customers across a variety of social platforms, including Twitter, Facebook, and other social networks. By combining the power of Service Cloud with Salesforce Social Studio, social customer care requests are escalated directly to your social service team.
Route social cases to the right agent at the right time. Using keywords, classifiers, and language detection ensure that agents receive actionable posts to work the right issues in the right way. And in this multichannel world, agents switch the conversation to the best channel for the customer, whether it's email, phone, chat, social networks, or a community.
Because social customer service is an integrated, seamless part of the Salesforce Customer Success Platform, your social care team gains a comprehensive picture of the customer before responding. This true 360-degree view of the customer empowers agents with social media engagement, in real time, on the channels where customers are talking.