Zendesk gets more social with Facebook integration

Stephen Withers
Thursday, 15 December 2011 14:31

Business IT - Technology

Zendesk for Facebook adds further social networking integration to the cloud-based helpdesk system.

Zendesk's new Zendesk for Facebook automatically converts Facebook wall conversations into helpdesk tickets, and allows agents to respond from Zendesk.

Zendesk already provides a similar function for Twitter.

"Communicating with customers via social media has created a fundamental shift in customer service," said Zendesk CEO Mikkel Svane. "Studies have shown that even the biggest companies have an ad hoc approach to social media, resulting in unhappy customers. By having Facebook posts flow right into a company's help desk software, support teams can engage immediately, helping to ensure greater customer satisfaction."

Shawn Smith, director of Melbourne-based web design company Hypnotic Zoo, said "For a small to medium sized business like mine a tool like this has the power to make a lot of difference.

"With so many people now having a Facebook page, the medium is proving a key communication channel for us. But whereas before checking Facebook had to be done as a separate task, now automated triggers pick up comments and feed them straight into our support team. This helps saves us time and means that these enquiries are dealt with in the same professional way as any other we get in, and they feed in our reporting systems and audit trails. In addition the integration process was totally painless."