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.
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.
Because social customer service is an integrated, seamless part of the Salesforce Customer Success Platform, 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.
Give your customer service team the tools to create and manage cases via social media channels. With Service Cloud’s social customer service tools, your team can create, edit, and track performance on most all social media platforms. Experience social customer service by Service Cloud.