Provide social customer service on your customer’s favourite platforms.

Support customers on their favourite social network. Create and manage support cases by monitoring posts by customers on social channels like Twitter, Instagram, Facebook, YouTube, and more.

Support your customers on any channel.

Listen and respond to customers across all social platforms like Twitter, Instagram, Facebook, and YouTube. By combining the power of Service Cloud with Salesforce Social Studio, social customer care requests are sent directly to your team.

Social customer service just became even smarter.

Use keywords, classifiers, and language detection to ensure that agents always get actionable posts to work the right issues in the right way. And agents can switch the conversation to the best channel for the customer at any time.

Respond in context by integrating social customer service with CRM.

Because social customer service is an integrated, seamless part of Salesforce Customer 360, your team has 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.

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Social Customer Service, Performance Management by Service Cloud


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