Salesforce integrates with Twitter

Social Networking "Customer Service" is now becoming a massive thing with large organizations beginning to use sites like Twitter and Facebook to keep in contact with their customer base.

One of the most popular CRM applications "Salesforce" has now integrated with Twitter. The integration allows customers to monitor Twitter for message that contain their company name and aggregate the replies and conversaions surrounding those messages, then response as necessary.

Alex Dayon, Salesforce CRM's senior vice preseident of customer service and support, said that with the abundance of social-media tools on the Web, people are turning to "crowdsourced" help with customer-service issues. I don't blame them. When was the last time you spent ages on the phone with your TV manufacturer only to have some random Twitter follower provide you with the solution in five minutes?

"While $20 billion of software is being spent on call centers, the customers are somewhere else" he said.