One of world's leading oil and gas companies turned to a social customer service application to answer employee questions about using outside vendors. By consulting the company's community, employees are able to get answers quickly from HR members, who can discuss policy, and from coworkers, who have previously sought outside vendors themselves. Because this particular customer service app plugs into the company's customer relationship management (CRM), employees can also pull down statistical data on topics such as the most popular vendors at any given point in time and what they've been charging. The Future Of Employee Engagement Social customer service in the cloud is the wave of the future for employee engagement. Here are a few basic steps forward-thinking organizations should take if they want to "make the magic happen."