ZOHO SUPPORT connects with Facebook and Twitter
Harnesses Social media to strengthen customer service
Chennai, India, May 11, 2012 — Zoho, today announced that Zoho Support, the company’s online help desk support software, now offers a comprehensive integration with Facebook and Twitter. This means companies can now easily employ Zoho Support to engage with and support their customers in real time via popular social networking sites without leaving Zoho Support’s intuitive user interface.
The Facebook and Twitter integration for Zoho Support is a continued effort to lead small and medium businesses successfully into the social sphere. The integration is a result of Zoho’s focus on outfitting their customers with powerful and effective social integrations. Zoho has already rolled out Facebook and LinkedIn integrations for Zoho CRM, and a LinkedIn integration for Zoho Recruit.
Social Media integration with Zoho Support
The user interface of Zoho Support has a new social tab with options for Facebook and Twitter allowing companies to address customer requests to meet realtime expectations of social media users. Companies can organize and expedite ticket routing directly to support agents and agents in turn can reply to public tweets and Facebook comments directly with Zoho Support interface. A trouble-sensing filter automatically sends alerts to company officials when threshold limits are met. This enables officials to take proactive measures to avoid social media backlash.
Commenting on the integration, Raju Vegesna, Zoho Evangelist, said, “Today’s connected customers expect a higher level of customer support. When they Tweet a question to a company they expect a genuine answer and they expect it quickly. Social media is growing as a support channel and with the right approach can be an effective and powerful tool for companies to strengthen their customer service. By integrating these features into their existing support software we are giving companies the power and tools to listen to, learn from and lead their customers to solutions in the spaces customers already interact in, strengthening their reputation and relationships along the way.”
“We are excited to continue providing companies with the tools they need to effectively embrace social media,”Vegesna said. “These integrations are strengthening Zoho users’ ability to leverage social media into their organizations’ desired results. We are committed to giving Zoho users across our suite of applications expanded social support.”
Facebook and Twitter integration for Zoho Support is available immediately and free of charge with the Zoho Support Enterprise and Professional Edition.