Connect to your customers on Facebook and Twitter as easily as on traditional support channels like email, phone and web. organizes all of your support in one place so you can respond efficiently wherever your customers reach out. alternatives are:
Zendesk, Kayako, Jira, Salesforce Service Cloud, UserVoice
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2015 integrates with Salesforce IQ

Salesforce has introduced an integrated product combining Salesforce IQ CRM and customer service — its tools aimed at small businesses. By integrating the two, sales and service reps can get a full picture of the client across multiple channels, something that has previously only been available to much larger business using enterprise software that’s way out of reach of most small business owners. What this means is that sales reps working in SalesforceIQ can see notes and interactions that customer service had with the customer and CSRs working in can see the buying history of the customer.

2014 Salesforce added app store to

2014 embeds video in customer support

2014 adds mobile app, intelligent agent console

2012 Salesforce launched Helpdesk-app for small business