Helpstream to Offer Social CRM Blog Insight
September 11, 2009
By David Sims
TMCnet Contributing Editor
Helpstream, which works the Social CRM suites and customer service community side of the street, will “share its vision for the future of the Social CRM industry” through a blog series from company CEO Bob Warfield.
“The rapid adoption of social software is causing a major transformation in how consumers engage with vendors,” Warfield said.
Each week will feature a new segment on the Social CRM landscape and introduce new approaches to fusing social Web technologies with customer relationship management.
According to a June 2009 survey conducted by CustomerThink, approximately two-thirds of U.S. consumers believe that companies should ramp up social-media usage to identify service and support issues.
“The rise of social media has rendered the ‘command and control’ model of customer relationship management outdated,” said Paul Greenberg, CRM strategist and author of “CRM at the Speed of Light.”
He added: “Consumers are already controlling the conversation through platforms like Twitter and Facebook (News - Alert).”
Helpstream’s Social CRM can be deployed as a complete customer service system or as an integrated self-service and community case resolution complement to existing CRM systems.
Last month TMC
‘s correspondent Anil Sharma reported that Eloqua, a marketing automation vendor, picked Helpstream’s community-driven customer service product for its customer central customer service portal.
Eloqua’s customer central community “gives customers a single online destination from inside the Eloqua application where the customer can find answers to customer service and best-practices related questions,” Sharma wrote.
The company has also deployed Helpstream’s enterprise mashup with its Salesforce.com (News - Alert) CRM system to provide a seamless interface for both customers and service representatives. Helpstream officials said that Eloqua selected the company for the product’s ability to help it create a competitive advantage in customer service delivery using an innovative customer service portal with a fully featured customer community, an integrated knowledge base with seamless integration and a single sign-on to Salesforce.com’s customer service functionality.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.
Edited by Marisa Torrieri
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