Offering competent customer service is one of the key goals every enterprises aims at achieving, and technology has been contributing in a number of ways to make the task easier. Advanced solutions allow customer support teams to streamline the overall process, so that they can concentrate their efforts upon addressing the issues of customers in a proactive manner.
Zendesk, a provider of enhanced cloud-based help desk software solutions, has announced that its Zendesk for Facebook service is now available for users, and will allow customer service teams of enterprises worldwide to interact with their Facebook users, right from within the Zandesk solution.
The company offers a convenient solution that enables enterprises to provide smarter customer service to their clients. Over 10,000 customers of the company, some of which are Adobe, MSNBC, Sony, OpenTable and Groupon, manage their customers, partners and employees with the help of its solution.
The latest development by the company will allow its customers to address to the needs and requirements of their clients even when they prefer to establish communication with the company through Facebook.
“Communicating with customers via social media has created a fundamental shift in customer service,” commented Mikkel Svane, chief executive officer at Zendesk. “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.”
Users have gained a very efficient medium to voice their opinions in the form of social media websites such as Facebook, MySpace or Orkut. The viral nature online media can lead to heavy damage to the image of an enterprise if users express their dissatisfaction regarding any product or service through these social channels; this makes it mandatory for companies to keep track of customers’ opinions about their offerings in these media. It allows them to take proactive steps and address vital issues before they snowball into huge online controversies generated at these websites.
By leveraging the Facebook connected features of the Zendesk solution, customer support teams can offer company’s view in the form of comments made at Facebook wall posts right from within the Zendesk interface. It enables the customer service employees to enhance their productivity and achieve better responsiveness.
“A large group of our special needs community lives on Facebook, and we can now provide much more comprehensive support by monitoring and responding to their posts on our wall,” said Sami Rahman, co-founder of SNAppsforKids. “Zendesk for Facebook has allowed us to serve more users more effectively than we ever could before. And best of all, we can focus on helping our members without needing to be too technical - we love it!”
Previously this month, Zendesk announced a brand new version of its popular Zendesk for Android mobile platform. Zendesk now runs across all Android devices, from smartphones to tablets. Through Android devices, companies will have the same visibility into Zendesk customer service activity as they would from desktop browsers, allowing them to easily view and manage requests while on the go.