November 10, 2009
Helpstream Chosen for WhiteHat Security's Social CRM
By David Sims
TMCnet Contributing Editor
Helpstream, a vendor of Social CRM, today announced that WhiteHat Security, which sells Web site risk management stuff, selected its Social CRM to “enable collaboration and communication among customers,” as well as provide customer service for the WhiteHat Sentinel Web site vulnerability management.
WhiteHat Sentinel is a Web site vulnerability management product. “With Helpstream's Social CRM, WhiteHat customers can connect with one another, post ideas and product enhancement requests, ask questions, share Web site security resources such as white papers and security materials, as well as connect with customer service agents for direct answers to their questions,” company officials said.
WhiteHat uses Helpstream's DataSynch to couple its customer support activities with its existing Salesforce.com (News - Alert) CRM platform. This has evidently achieved its goal of allowing WhiteHat to reduce its agent caseload.
“WhiteHat's enterprise user community often initiates involved discussions on best practices and ideas around using WhiteHat Sentinel,” Jay Nagro, director of customer support at WhiteHat Security, said, adding that since it "integrates with our existing processes, it just makes good business sense."
Bob Warfield, Helpstream CEO, said his company's community platform “gives WhiteHat's business team access to customer information for increased collaboration, sharing and insight that makes for true Social CRM capabilities.”
In October Helpstream expanded its social CRM suite with a new social marketing module.David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
With the help of the new social marketing module, which includes an integrated marketing automation and social monitoring functionality, users will now be able to integrate conversations occurring in public communities such as Twitter and Facebook (News - Alert) with their existing customer communities and create actionable insights for market intelligence.
Company officials at Helpstream said the offering will make it possible to monitor and track activities within these communities for lead scoring and lead nurturing purposes. Sharma wrote that the new release, provides integration with leading marketing automation tools from Eloqua, Marketo (News - Alert), Infusionsoft and LoopFuse.
Edited by Kelly McGuire