Customer Service and Cloud Computing Make Service Cloud

According to ZDnet.com, Salesforce.com has unveiled its Service Cloud, a customer service application that's designed for cloud computing and plugged into conversations that occur on Google, Facebook and Amazon.Customers can use the Service Cloud as a community on these websites and social networking sites to talk about specific products--a more 2.0 version of the message board. The goal of the Service Cloud is to "absorb information into a corporate knowledge base," i.e., find out when and what people are talking about and use that to enhance their customer service and understanding of consumers. Also, Salesforce.com promises that Service Cloud results will be ranked near the top of Google results and multi-channel'phone, email and chat'support hosted in the cloud. It seems that these online retailers are looking to be a "friend" with the consumers online and will try to engage the consumer about products on a candid level.Post your thoughts on Service Cloud here or on our LinkedIn group.