Social Communities and Customer Service—The future is now

Social networking is the single biggest change in marketing in the last decade. Smart 21st century companies recognise that social media and customer service now fit together like hand in glove, creating social communities in the cloud.

Today, cloud-based social media monitoring software from Salesforce India can empower your enterprise with the must-have advantages of social customer service features:

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  • Crowd-source your knowledge, tapping into the best practices, tips, insights and analytics available to you in the Answers feature of the Service Cloud.
  • The chance to enhance all Salesforce products, optimising the value of the Sales Cloud, Service Cloud, Chatter and Force.com with social intelligence.
  • Social Media Monitoring that gives real-time insight into hundreds of millions of conversations every day across Facebook, Twitter, YouTube, LinkedIn, blogs and online communities - in real-time.
  • The chance to harness the innovative potential of social networks, where opinions are forged and new ideas percolate, which will impact your lead management, sales analytics and social customer service. Welcome to the Social Enterprise.
  • The creation of vibrant social communities that show customers how to connect with your company in new ways and help them help each other, freeing up your admin.
  • The advantage of knowing your customers' social profiles, giving you a deeper, broader knowledge of what their needs, concerns and opinions are, so that you can provide cutting edge social customer service.
  • Collaborating with customers and tapping into the wisdom of the crowd, to capture the best answers and most innovative ideas. Spark the conversation; capture the knowledge.

Social media monitoring software from Salesforce keeps your company at the ever-upgradable cutting edge, with all the resources to build social customer service and communities in India that relate directly to your business.

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Community

Social communities

Smart companies recognize the value of collaborating with customers and tapping into the wisdom of the crowd, to capture the best answers and most innovative ideas. Spark conversations, capture knowledge, and harness the innovative potential of social networks.

 

Crowd-source your knowledge

Your customers can seek help from others in the community with the Answers feature. They can ask questions and vote on Answers, and you can capture the best information in the knowledge base.

Give your communities a voice

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The ideas community offers an online, interactive forum where your customers can share, discuss, and vote on ideas or issues so that the most valuable information bubbles up to the top. The community plays an active role in shaping its voice and enriching conversations.

Get insight into your communities

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With Salesforce CRM’s easy-to-use analytics engine, you can identify at a glance the top ideas and issues, drill deeper into voting behavior, and slice and dice the data any number of ways.

Understand your community better

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Because your ideas community is integrated with the rest of Salesforce CRM, you can enrich the profiles of your contacts with updated feeds of their community activities. You’ll get an even more comprehensive view of customers.

Turn the top ideas into reality

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With the Service Cloud, there’s no reason to sit on the sidelines of these customer conversations. Let your customers know you’re listening to their feedback by adding your own comments and using the ideas in action feature to show how you’re implementing their ideas.