Service Cloud, a giant leap in customer service

Salesforce.com just launched a product called “Service Cloud,” which harnesses the power of crowdsourcing to improve the intelligence of corporate customer service departments. Sounds complicated? It may not be.

In essence, it is a tool that gathers information on a given topic from popular Internet sources – like Google – and makes it easily accessible to customer service personnel in close to real time.

The result is that a customer service rep will be able to leverage relevant information from the Internet to solve problems for customers more quickly and effectively.

Will this bring about the end of the “can I put you on hold for 5 minutes while I research this issue” utterance by your friendly if unintelligible IT rep? We sure hope so.

The Radical Clarity Group offers kudos to Salesforce.com for breaking new ground in this very important area.

Read more here.

How does your company use the cloud?