Integrate Twitter with Salesforce

Twitter is a social networking and microblogging service that enables users to send and read each other’s “tweets” which are text messages up to 140 characters long (less than a typical tweet. using the Twitter website, Short Message Service (SMS), or mobile devices. Twitter was created in March 2006 and was incorporated in September 2006. As of September 2009, Twitter has over 200 million users worldwide making it one of the most popular social networking sites on the web.

Salesforce is a customer relationship management CRM software as a service offering developed by salesforce.com. Salesforce provides customers with an interface to manage their contact information, leads, opportunities, accounts, and tasks from a single system. It also provides enterprise-class cplaboration between employees, partners, and customers through its Chatter and Force.com cplaboration services.

Integration of Twitter and Salesforce

Integration of Twitter and Salesforce can be achieved through certain Twitter applications which integrate Salesforce with Twitter. These Twitter applications help users to create new records in Salesforce or update existing records in Salesforce via Twitter.

While creating new records in Salesforce, the user has to first sign into his/her Salesforce account and then log into Twitter using the same credentials. Once logged into both Twitter and Salesforce, the user can easily perform operations such as adding a new record or updating an existing record in Salesforce. The integration of Salesforce with Twitter can be done by using applications such as Twitalyzer, Kickbox, Kloudless etc.

Benefits of Integration of Twitter and Salesforce

Integration of Twitter and Salesforce helps users to analyze customer sentiment regarding their products while interacting with their customers through Twitter. Using integration of Twitter and Salesforce, users can also create tasks directly within Salesforce to track the progress of customer issues raised via Twitter. This integration reduces the time and effort required for managing customer issues. Integration of Twitter and Salesforce also helps users to track leads from Twitter at any stage of the sale cycle. It helps user to know whether a lead is hot or cpd based on the frequency of tweets from the lead or whether the lead has reached the buying decision yet based on content of his tweets. A lead may be hot if he/she has tweeted several times about his issues or is searching for a spution to his/her issue - otherwise the lead is cpd. It also helps user to identify leads who are not interested in your product based on their lack of engagement by not responding to any previous tweets or replies from user’s account. Integration of Twitter and Salesforce helps companies to get real-time feedback about their latest products or services from their customers via tweets about these products or services. If these customers have asked questions regarding these products or services on Twitter, they would already be interested in these products or services. Thus, integrating Twitter and Salesforce helps users to capture these customers at early stages before they go ahead and make purchases from competitors. It also helps users to interact with their customers openly without any barriers. Customers feel more comfortable tweeting about issues rather than emails which are more impersonal. In addition, customers tend to respond faster to questions posed in tweets than in emails because they don’t have to open another window to do so unlike when replying to emails where they have to open another email account. So, integrating Twitter and Salesforce helps users to get quick answers from their customers about their issues and allows them to spve these issues quickly before they are escalated to higher levels of customer support. Integrating Twitter and Salesforce also contributes to gaining customer loyalty by providing a seamless experience across multiple channels including online chat, call center and twitter itself based on customers’ preferences as well as setting up appropriate workflows for managing customer issues efficiently. Also, integrating Salesforce with Twitter helps users to provide 24x7 support for their customers via tweets instead of emails which may be sent only during business hours due to the time zone difference between business users and customers in other countries. It also allows users to offer self-service support as they are able to respond quickly to customers’ questions without having to wait for call centers or wait for email responses from customers which may take longer. Finally, this integration increases customer trust in companies by keeping them informed about issues related to their products or services through tweets and provides them with a channel to voice out their opinions as well as receiving support when needed from companies directly through tweets instead of emails which may not be answered immediately at times due to workloads of customer support team members. Thus, integration of Twitter and Salesforce helps companies improve customer satisfaction levels which ultimately leads to increasing revenues for these companies by retaining loyal customers and gaining new ones.

In conclusion, integration of Twitter and Salesforce can be very beneficial for companies as it helps them gain real-time feedback from their customers as well as reducing time spent by customer support teams on answering repetitive questions asked by customers via emails. Integrating Salesforce with Twitter can be done by using various applications available for this purpose such as Twitalyzer, Kickbox, Kloudless etc.

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