Social media has become the standard for digital conversations. From opinions and critiques to questions and problems, gone are the days of emailing a business and waiting for a response. Users today find that the easiest and most effective way to demand satisfaction is through social.
This is no surprise, as the response time alone is much faster via social media than other channels. Not only that, the business has no ability to ignore you, as your voice is heard by the public. This transparency forces them to respond with tact and haste.
These advantages in medium denote an obvious trend in customers moving to a myriad of different social networks. Businesses should follow suit and be proactive in having an adequate social media customer service strategy.
With this in mind, Viralheat is proud to announce it’s recent integration with Zendesk, the premier customer service platform, into it’s comprehensive social media suite.
The Zendesk integration allows businesses to securely connect their Zendesk account to create and manage support tickets for mentions across multiple social accounts, as well as facilitate online conversations. Additional features of the cross-functional integration include the abilities to input user information (if known), include notes to the support team, and reply to queries and tickets from connected social accounts.
Monitor Mentions
Create tickets from any social mention you come across. This allows you to properly catalogue and assign a task for any concern that arises. Your customer service team can follow up and respond along the same social media channels.
Tag Tickets
Review the mentions you have made tickets for. You can include details to provide context such as the customer name, comments, priority, type of mentions, status and group.
Cross Functionality
All tickets flagged in Viralheat are immediately sent to the Zendesk account as well. This adds to all the other customer service tickets you may have from other various channels.
