eCRM Guide: At its Cloudforce 2011 conference, Salesforce.com unveiled a new version of Service Cloud 3. The tool, which already supported Twitter, now also supports Facebook and includes new social media analytics capabilities.
"Facebook and Twitter taught consumers to expect social customer service in real time. Service Cloud 3 is the next-generation social contact center that lets companies prioritize and manage a high volume of customer issues over any social channel," said Salesforce's Alex Dayon.
According to the company, around 15,000 customers use Service Cloud.