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Salesforce Fully Integrates Social Studio Into Marketing Cloud
CRM company rolls social engagement features into its customer service and sales tools and retools its listening engine.
Salesforce announced today that has fully integrated its Swiss Army knife of a social media tool into its suite of enterprise marketing, sales and customer service offerings.
By folding Social Studio into the Marketing Cloud product, Salesforce said it has created the silo-busting tool that businesses are begging for.
Now Salesforce customers will be able to easily route social customer service complaints to the team monitoring Service Cloud, or seamlessly forward to Sales Cloud prospects who engage with social accounts. And Social Studio enables employees in those departments to correspond with the public from within the tool, instead of on the social network, allowing for better tracking of conversations.
The integration with the other pieces of its marketing and CRM business is a key differentiator for Salesforce in the crowded social management platform space. (Salesforce also notes that it has completely retooled its social listening engine, building on Radian6 technology and that all of Social Studio’s functionality is available via mobile devices.)
“We have such a large footprint in sales, customer service and marketing,” Eric Stahl, Salesforce SVP of product marketing, told Marketing Land, “so in tying our social product back into those core applications, there’s just no one that’s going to be able to do that the way we can.”
Social Studio is already being used by major brands, including Activision, ADP and McDonald’s, which is planning to use the tool to manage 14,000 Facebook pages, one for each restaurant in the United States.
Here’s general pricing and availability information:
- Social Studio is generally available for customers and includes unlimited users starting at $1,000 per month.
- New Social Studio listening is in beta and is currently scheduled to be generally available in February 2015.
- Service Cloud customers can get started with social customer service for no additional charge, managing up to two Facebook or Twitter accounts directly from the app.
- New social sales capabilities within the Sales Cloud are currently scheduled to be in beta in February 2015.
Here’s a Social Studio demo video:
Some opinions expressed in this article may be those of a guest author and not necessarily Marketing Land. Staff authors are listed here.