Mobile and Tablet Marketing

Integrate Your Helpdesk with Twitter

Zendesk, a web-based customer support software provider, today announced that Zendesk for Twitter now allows customer support agents to navigate Twitter posts from within the Zendesk interface. Because of the ability of Twitter to publicly announce customer support issues and share them with your network, Twitter has become a popular medium for companies to monitor their reputation and act on those issues. It’s fantastic that Zendesk identified the opportunity and integrated it directly into their support platform!

Here’s how a Tweet comes in and the ability to convert the Tweet to Zendesk Ticket:

Now, agents can perform a wide variety of Twitter functions without ever leaving the familiar Zendesk interface, including:

  • Consolidate customer support and Twitter requests into one workflow
  • Monitor saved search streams
  • Convert tweets to Zendesk tickets (known as ‘twickets’)
  • Process multiple tweets simultaneously with bulk actions
  • Use macros and predetermined responses on tweets
  • Re-tweet as appropriate from within Zendesk
  • Follow-up with direct-message conversations on Twitter

There is no better way to improve customer satisfaction and attract more prospects than to show them you are truly listening. Twitter represents the most rapidly growing social channel for the voice of the customer. Organizations that care about brand image and support understand the increasing importance of listening to customer feedback via Twitter. Zendesk for Twitter brings the power of social feedback and standard workflow together into one meaningful process. Maksim Ovsyannikov, Vice President Product Management, Zendesk

Here’s a screenshot of the search results directly integrated from Twitter:

Douglas Karr

Douglas Karr is the founder of the Martech Zone and a recognized expert on digital transformation. Douglas has helped start several successful MarTech startups, has assisted in the due diligence of over $5 bil in Martech acquisitions and investments, and continues to launch his own platforms and services. He's a co-founder of Highbridge, a digital transformation consulting firm. Douglas is also a published author of a Dummie's guide and a business leadership book.

Related Articles

What do you think?

This site uses Akismet to reduce spam. Learn how your comment data is processed.


Adblock Detected

Martech Zone is able to provide you this content at no cost because we monetize our site through ad revenue, affiliate links, and sponsorships. We would appreciate if you would remove your ad blocker as you view our site.