More than 10,000 Companies Can Now Monitor and Respond to Facebook Wall Posts From Within Their Customer Support System
SAN FRANCISCO — Zendesk, the proven cloud-based help desk software provider, today announced Zendesk for Facebook, enabling customer service teams to engage with their Facebook users from within Zendesk. This helps to ensure satisfaction even when customers choose to communicate with a company through social media.
"Communicating with customers via social media has created a fundamental shift in customer service," said Mikkel Svane, Zendesk’s CEO. "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."
Social media has given the customer a very powerful voice. A public outcry through social channels over a company’s misstep can be devastating to a business due to the viral nature of these media. Companies need to keep a close eye on what customers are talking about so they can react swiftly before a situation that could have been easily fixed becomes a public relations disaster.
Now support teams can quickly respond to Facebook wall posts without ever having to leave the Zendesk interface where they spend their working hours. Zendesk for Facebook delivers a quick, easy way to boost support teams’ productivity, enable collaboration and improve 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!"
Zendesk for Facebook is available now. Learn more at zendesk.com/facebook
Zendesk is the leading provider of proven, cloud-based help desk software. For growing organizations, Zendesk is the fastest way to enable great customer service. More than 10,000 Zendesk customers, including Adobe, MSNBC, Sony, OpenTable and Groupon, trust Zendesk with their most valuable assets: their customers, partners, and employees. Founded in 2007, Zendesk is funded by Charles River Ventures, Benchmark Capital and Matrix Partners. Learn more at www.zendesk.com.