Zendesk Turns Facebook Wall Posts Into Helpdesk Tickets
Integrates customer questions and complaints posted on Facebook into online helpdesk and customer support tool.
Slideshow: 10 Cool Social Media Monitoring Tools
(click image for larger view and for slideshow)
Zendesk is adding Facebook integration that allows agents to monitor and respond to posts on a company's Facebook wall, which show up in the system as support tickets.
Zendesk for Facebook is a new feature of the online helpdesk and customer service product, included in all editions. A Zendesk for Twitter capability was introduced in January and works by monitoring brand and product mentions that can be fed to agents to respond, if necessary. On Facebook, Zendesk can pull in all of the posts on a company's Facebook page, allowing agents to monitor which ones require a response. In both cases, Zendesk is also providing a "bulk response" option allowing support agents to send a reply to multiple people who are raising the same issue.
"If you go to a Facebook page or Twitter stream and try to deal with the messages one at a time, you can easily be overwhelmed," Zendesk COO Zack Urlocker said. "This is one more tool for the tool chest to make it easy." Large brands still face the challenge of casting too wide a net and gathering "more information than you can possibly deal with," but can fine tune their approach by tweaking their filters, he said.
Zendesk built its business as a helpdesk tool for technical support and has broadened its reach over time to address other sorts of customer service and support by email and chat, as well as the need for customer support in social channels. This year, Zendesk added voice as another channel, and scaled up from its base in startups and small businesses to add an enterprise edition.
Is your company antisocial? Our latest research shows that business-oriented social networking platforms aren’t living up to their promises of better communication, collaboration and productivity. Download the report here (registration required).
Social is a Business ImperativeThe use of social media for a host of business purposes is rising. Indeed, social is quickly moving from cutting edge to business basic. Organizations that have so far ignored social - either because they thought it was a passing fad or just didnít have the resources to properly evaluate potential use cases and products - must start giving it serious consideration.
Social is a Business ImperativeSocial media is critical in the age of digital business. How can IT help? First, work with the marketing team to set up social networking programs on Facebook, Twitter, and LinkedIn, at minimum. Then work to put social media sentiment analytics in place to measure success.
Join us for a roundup of the top stories on InformationWeek.com for the week of December 14, 2014. Be here for the show and for the incredible Friday Afternoon Conversation that runs beside the program.