Never Miss a Beat: Get a snapshot of the issues affecting the IT industry straight to your inbox.
David F Carr
December 14, 2011
2 Min Read
10 Cool Social Media Monitoring Tools
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.
[ Make your phone reps more efficient and helpful to customers. See Web Support Tech Makes Call Center Reps Smarter. ]
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.
Earlier this month, Zendesk also updated its Android client for service agents, which now includes support for Android tablets.
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).
About the Author(s)
Editor, InformationWeek Government/Healthcare
David F. Carr oversees InformationWeek's coverage of government and healthcare IT. He previously led coverage of social business and education technologies and continues to contribute in those areas. He is the editor of Social Collaboration for Dummies (Wiley, Oct. 2013) and was the social business track chair for UBM's E2 conference in 2012 and 2013. He is a frequent speaker and panel moderator at industry events. David is a former Technology Editor of Baseline Magazine and Internet World magazine and has freelanced for publications including CIO Magazine, CIO Insight, and Defense Systems. He has also worked as a web consultant and is the author of several WordPress plugins, including Facebook Tab Manager and RSVPMaker. David works from a home office in Coral Springs, Florida. Contact him at [email protected]and follow him at @davidfcarr.
You May Also Like
Integrations to automate your framework compliance: ISO 27001, SOC 2, and NIST CSF
Edge Computing Bridges IT and OT People, Process, and Technology
10 Considerations to Building Hybrid Mesh Firewall
Hybrid Mesh Firewall: An Essential Solution for Today's Distributed Enterprise
IT Service Management Vendor Rankings & Quadrant