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2009 Product Innovations

SaaS (Software as a Service) and Cloud Computing


Product/Technology:
Service Cloud 2

Hardware, Software or Service: Software-as-a-Service (SaaS)

Launched: September 2009 (Upgrade)

What it does? Salesforce.com has ushered in a new era of customer service with the launch of Service Cloud 2, which brings the benefits of cloud computing to the customer service industry. As a platform for delivering world-class customer service across multiple channels, Service Cloud 2 allows organizations to capture and participate in new conversations with their customers where they are happening today – in cloud-based services like Twitter and Facebook. Service Cloud 2 enables companies to capture the knowledge and expertise of its community to customers, agents and partners regardless of location or device - providing organizations with everything they need to service their customers while keeping agents productive, and ensuring that the quality of customer service is consistent across every channel.

Service Cloud 2 also delivers entirely new product innovations for the customer service industry by introducing:

  • Salesforce Knowledge - the world’s first multi-tenant knowledge base that is fully integrated with CRM and designed for cloud computing. 

  • Salesforce Answers - an entirely new way to look at customer communities and discussion forums; and

  • Salesforce for Twitter, which allows organizations to monitor and join the customer service conversations taking place on Twitter.
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2010 Product Innovations - Network Products Guide


What makes it Innovative? Service Cloud 2 transforms customer service through the power of cloud computing. It brings together industry leading cloud computing platforms like Google, Facebook and Twitter with traditional contact center technologies like phone, email and chat to capture every conversation and leverage every community expert in the cloud.

Until recently, contact center technologies have been removed from the new experts and knowledge that is increasingly being found in the cloud. While most companies have yet to invest in these technologies, almost 50 percent of customer service conversations are already taking place in the cloud, according to Gartner. This number is projected to increase to 66% by 2013. Service Cloud 2 unites these two disconnected - yet vitally important - worlds to establish the new model for customer service. By capturing the service conversations happening in the cloud, Service Cloud 2 empowers companies to deliver the expertise of the community to customers, agents and partners regardless of their location or device - ensuring that the quality of customer service is consistent across every channel. Salesforce.com is the only company that can provide this solution to companies because of its real-time, multi-tenant architecture and long term relationships with leading cloud vendors.  Companies using Service Cloud 2 have seen a 28% increase in customer satisfaction, 25% increase in call deflection, 37% rise in service and support productivity and a 26% increase in customer retention, according to a recent third party survey.

Building on this customer success and market momentum for the new customer service standard, more than 8,000 companies have already selected the Service Cloud for their customer service operations - representing a 175% growth in business year over year.  Furthermore, salesforce.com was placed in the leaders quadrant of Gartner’s Magic Quadrant for CRM Customer Service Support Contacts.

Targeted Users: Enterprise application users.

Satisfied Customers: Extra Space Storage, Comcast-Spectacor, NJ TRANSIT.

Company: Salesforce.com
The Landmark @ One Market Suite 300 San Francisco CA 94105 USA

 
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