[April 07, 2009] Analyst Opinion on the Viable Option of Using Twitter and Google as Customer Service Tools Tweet (M2 PressWIRE Via Acquire Media NewsEdge) Dublin - Research and Markets (http://www.researchandmarkets.com/research/1aa115/twitter_and_google) has announced the addition of the "Twitter and Google as Customer Service Tools (Analyst Opinion)" company profile to their offering. Vendors and enterprises are constantly searching for ways in which social networking technology can be used in a business context. The recent announcement of Salesforce.coms Service Cloud marks the start of the use of social networking to understand customer trends in order to provide better customer service. Scope - Salesforce.com and Fuze Digital Solutions are using Web 2.0 to leverage customer information. - Twitter is emerging as a customer service channel. - The technical challenges and opportunities of using Web 2.0 for customer service. Highlights of this title Call centers have been rebranded contact centers because of the multiple ways in which customers can now contact customer service representatives. One communication channel that is still relatively untapped by enterprises is Web 2.0; the use of blogs, social networking, forums and search engines to share information. Key reasons to purchase this title - Understand how Salesforce.com and Fuze are integrating customer information with their knowledge management solutions. - Discover how Twitter is emerging as a customer service channel Key Topics Covered: Catalyst Summary Comment - The new meaning of multichannel contact center - Salesforce.com and Fuze Digital Solutions are using Web 2.0 to leverage customer information - Twitter is emerging as a customer service channel - There are still a number of technical challenges to address - Web 2.0 presents opportunities for vendors and enterprises - Ask the analyst For more information visit http://www.researchandmarkets.com/research/1aa115/twitter_and_google Source: Datamonitor ((Comments on this story may be sent to [email protected])) (c) 2009 M2 COMMUNICATIONS LTD [ Back To TMCnet.com's Homepage ]