Last night Salesforce.com announced version 3.0 of its ServiceCloud product. Today at the Cloudforce event in New York City CEO Marc Benioff revealed more about the new version. Most importantly, ServiceCloud is transforming into a unified communications system for customer support by integrating VOIP and video conferencing technologies – including Apple’s FaceTime. Benioff didn’t specify, but it’s possible some of the new features were built using technology from Salesforce.com ‘s acquisition of DimDim earlier this year.
How will the ability to contact customer support via FaceTime change the behavior of both the customer and the agent? Face to face video customer support could be a game changer.