Salesforce will, this summer, release a new feature of its Service Cloud by adding a feature monitor Twitter conversations and questions about a company. The Service Cloud aims to companies using Salesforce to better engage their customers by connecting them to social networks, online communities search, chat etc. The new feature allows connection to Twitter.
To some extent I like this idea. I already monitor Twitter for information around certain topics but I have always resisted the temptation to react directly to a tweet because I don’t want people to feel that a company is watching them. Twitter, should be a place where I can have a rant without the company I just ranted about asking me a few minutes later if they can help me. If I need help I will ask for it, non?