Enterprise Hive, a provider of enterprise social business software for online communities with a built-in gamification platform, yesterday released HiveSocial for Customer Service integration with Salesforce.com&'s Service Cloud.
This integration enables Salesforce.com clients to serve customers better by providing access to the most meaningful and relevant information available to answer customer questions and solve support issues. Salesforce.com Service Cloud customers can expand customer service options, provide better peer-to-peer support, and improve customer satisfaction with HiveSocial for Customer Service.
The Salesforce.com integration to HiveSocial for Customer Service enables HiveSocial community conversations, such as requests for help, reports of issues, answers to questions, and product recommendations, to be escalated into Salesforce Service Cloud. Support agents can track, resolve, and respond while logged into Salesforce. Responses are visible in HiveSocial, and customers are able find the information they need all in one place.
"The highest performing organizations provide excellent customer service. Customer expectations continue to increase with requirements for mobile and access to extensive online help," said Vicki Tambellini, president and CEO of Enterprise Hive, in a statement. "By adding HiveSocial for Customer Service to Salesforce.com's Service Cloud, organizations can deepen customer relationships and provide an exceptional social support experience to their customers."