Salesforce.com Inc announced it will soon launch Salesforce CRM for Twitter, a feature that enables users to track comments posted on Twitter Inc.’s Web site. 

 

Salesforce.com, the largest seller of online customer-management software, said the new feature that can find, monitor and analyze the complaints about its products posted on Twitter will be introduced this summer.

 

The Salesforce CRM for Twitter runs with Service Cloud, a Web software system that provides business management customer support. The Service Cloud is a service destined to businesses and uses online knowledge bases, communities, social networks, and soon Twitter to provide customer service. 

 

The new service will search Twitter for tweets regarding a particular business and customer service representatives will be able to have a Twitter conversation on the subject and help each other. 

 

After finding the tweet that interests it, a company then can monitor the conversation and create a record in the Service Cloud that tracks the initial post and the replies.  

 

"There’s a question that Twitter asks: 'What are you doing?'" said Frank Eliason, director of Digital Care for Comcast. 

 

"There’s a lot of great data, data that marketers pay a lot of money for, and it’s there for free." 

 

Twitter enables users to post 140-character updates, or Tweets, about news, events or other issues. The new feature will have no additional costs to the Service Cloud subscription which costs about $995 per month and can grow depending on what the user wants to be provided with.