The incorporation of Twitter into corporate learning systems hasn’t happened exclusively in media companies like BusinessWeek. Salesforce has recently constructed a CRM application for Twitter.
The purpose of the Twitter-response tool is to help companies locate and assist customers who for whatever reason (like bad experiences in the past with customer service) are likelier to use the Twitter community as a learning system for product support than to call customer service. Using the Twitter-response tool, service reps from companies including Comcast, European telecom co. Orange, and Dell are able to monitor the Twitter stream for messages that mention their brand.
Salesforce’s social networking approach to customer learning management systems was introduced in January, when Salesforce unveiled its Service Cloud. The Service Cloud is the new name for its customer-service app line that includes not only call centers, email, and instant messaging, but also an application to allow companies to use Facebook to find and help customers with product problems.
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