These days, when I have technical question, I reach for Google long before customer service.
What if customer service could reach for Google?
Salesforce.com just launched a new customer service application called Service Cloud. The new application, built on a SaaS model, tries to capture the crowdsourced pools of knowledge floating across the internet and use them for commercial customer service.
Traditional on-premise contact center technology is disconnected from the experts and knowledge found in the cloud. Yet so many customer service questions are already answered online in forums, Facebook, Google, Amazon, or others. And even more answers are sitting on your personal Instant Messaging history, e-mail history, or corporate intranet.
The Service Cloud includes plugins to each of these environments.
