InStranet Customer Service Knowledge base was bought by Salesforce.com, this base technology is used by business-to-consumer or  business-to-business customer service call centers to answer customer’s questions in an effective way.

Salesforce.com, a 9-year-old company that has grown mostly from internal expansion, disclosed on Aug. 20 that it has acquired AppExchange partner InStranet, the producer of customer service knowledge base technology, for $31.5 million.

InStranet’s knowledge base technology is used by business-to-consumer or business-to-business customer service call centers to give service agents online reference and policy databases to answer customers’ questions. It can also be deployed as a searchable Web-based self-service portal to help customers answer their own questions.

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