Service Push » Service & Support

Video: Social CRM – Customer Support with Twitter & Salesforce.Com

John M Perez — Mon, 06 Jul 2009 00:45:25 +0000

Here is a video Demo showing you how to monitor support issues within the Twitterverse from within your CRM system. This demo illustrates Salesforce.Com monitoring Technical Support Issues occuring in Twitter, all the while seamlessly creating support cases from the Twitter Conversations. This is a set of upcoming features for an application called Social CRM Tools that will be available soon on app exchange.

Service-Push Launches Live Chat for Sales & Support

John M Perez — Wed, 10 Jun 2009 12:55:23 +0000

At Service-Push we are always pushing what we call the Social Service Envelope! In efforts to ensure our customers get immediate answers to any of their Service and Sales Related questions, we have recently launched Live Chat for any incoming support or sales inquiries on our website. Just goto our contact page and click on our Live Chat option to speak to a representative. Powered by Zoho Chat, our representatives will be available to receive your inquiries Monday through Friday, 9 to 5PM Eastern Standard Time. Chat with us now!

Zoho CRM – An affordable CRM Solution

John M Perez — Fri, 15 May 2009 15:38:41 +0000

Learn all about Zoho CRM here with a video overview, and price comparison of features. This product is ideal for small to mid sized business’ and Service-Push can assist you in your implementation with Training, Consulting, and Configuration of this application. For more information, email us at sales@service-push.com.

Video Overview

Price Comparison

Zoho and SFDC Price Comparison

Feature Comparison

Zoho and SFDC Feature Comparison

Video: An Introduction to The Service Cloud

John M Perez — Thu, 14 May 2009 19:31:36 +0000

As more and more consumers turn to the web for support, here is Salesforce.Com’s solution for Servicing and Supporting Customers using their platform. Some of the immediate features are the ability to track community forum conversations, Twitter Conversations, Facebook, and Google pages. It seems that the solution is not entirely agnostic.

For example, tracking community conversations and knowledge related to those conversations sounds ideal, but you have to build your knowledge base using the Salesforce.Com Community platform. Other features like the ability to listen to chat, phone, and email conversations are likely dependent upon the software a company utilizes for these support channels. It is very likely that if your applications used to support customers across these channels is not integrated with Salesforce.Com, then your chances of tracking those interactions now become a development effort. Salesforce has started to release some decent documentation on how to push realtime data into the Service Cloud using their Apex programming language, but it to truly accomplish this you will need a dev effort occuring on the SFDC side of the application and your host application which could be a Chat, Email, or other ticketing system.

Other conversations like the Twitter and Facebook conversations seem to be more feasible and available out of the box. So the question still remains is the Service Cloud worth it? The package starts at $995 per month. With this basic package you get the following:

The ability to create an online customer community with unlimited usage for up to 250 customers.
Set up a contact center with up to five agents.
Connect with native cloud computing sites like Facebook and Google.
Invite up to five partners to participate in the service cloud.

My thought is that if your a B2B business with no online support tools and your looking to build Service & Support from the ground up, this would be an ideal solution. However, if your like many companies whom have several disparate support solutions in your organization, the costs of integration and development between SFDC and all your other applications may not be worth it.