Well, that was quick. Normally I post something and it hangs around for a couple of days and eventually becomes obsolete. The last post lasted about fifteen seconds and truth be told it was DOA. I feel like I am twittering in long hand…
I just read Salesforce.com’s press release and saw their video regarding their announcement today of cloud support. It’s what I was alluding to in the last post. Modern infrastructure which includes more conventional technology like telephone, email and the like married to social networking sites like Facebook, partner sites, corporate help sites and even live support agents.
The result is a kind of support web that brings together people and technology to deliver customer solutions in very close to real time. No more waiting for answers from over worked support people, some of whom are have a world away. Support can come from anywhere which should increase customer happiness (I am tired of satisfaction since I am not sure what it means anymore) and reduce the strain on corporate support departments.
Is this a permanent fix? No, there are still times when only speaking with a company representative will do, such as warranty service and account status. But the service cloud is a great step forward in building and coordinating feedback communities, which I have written about recently.
Ironically, I am in San Francisco for the announcement today, which will happen in a few hours. I could have stayed home and caught it all on the Internet. Someday I am sure that’s how it will be.