At the Congreso de Call Center and CRM in Argentina, I had to opportunity to have a demo of ProContactCRM and its integration with Facebook. The integration is based on managing a Facebook queue from comments within a Facebook Page or Group. Very basic and simple functionality, but what I like is that you can respond back to the Facebook user from within ProContactCRM, and allows you to create a case and then manage the work flow (watch demo below - in Spanish).
Speaking with the folks at ProContactCRM, this is a functionality that their customers have been asking about for a long time. Twitter and forums are next.
ProContactCRM (Argentina) is not the only Latin American CRM vendor integrating social media. TellWare (Mexico and other countries in region) is also integrating social media to its solution. Both vendors have specific solutions for call centers, telemarketing, customer service and collections.
At the event, I gave a two lectures about building communities and Social CRM, and found a diverse group of industries that ARE NOT using social media yet, but are looking to solve customer service issues found on Facebook, Twitter and forums. None in the audience were from a marketing agency - all call center and CRM practitioners. And this is my second trip to Argentina for my Social CRM seminar.
Social CRM is coming to Latin America...