San Francisco, CA (PRWEB) July 08, 2014
Freshdesk, the fastest growing customer support solution in the market today, announced a major update to its integrated Twitter support features.
Today, consumers are quick to jump on Twitter when they face problems. According to Freshdesk, the number of support queries coming in via Twitter almost doubled in the last year. And these customers expect quick action from the brands they tweet about. A study by Social Habit reported that more than 67% of customers expect a response within 24 hours of tweeting to the brand. However, businesses are struggling to respond as queries get lost in a stream of links and other less critical posts in social media.
With Freshdesk’s enhanced Twitter integration, businesses can now respond to customers faster by turning specific tweets into tickets and forwarding them to the right teams automatically. For example, tweets about downtimes can be assigned to the support team so that they can mobilize quickly, while customers asking for discounts can be directed to the sales department for prospecting.
In addition to monitoring tweets directed at the brand, businesses can set up custom streams inside Freshdesk to track what people are saying about competitors and the market. With custom streams, agents can also filter out tweets that may be relatively less important (links to blog posts, or mentions from employees) so they can prioritize actual support requests that need immediate attention.
The new Social tab within Freshdesk has also been designed to bring in as much context as possible. Agents can now provide even better support by easily accessing customer profiles and past interactions with the company from right inside the help desk. Agents can also see customers’ Klout scores to help them identify how influential the customers are as the tweets come in.
“When we launched social media support in 2010, brands were getting on Twitter just to talk to their customers. The new enhancements bring in information that can supercharge support teams and give them the context they need to support customers better and resolve issues faster,” said Smrithi Parameswar, Product Manager at Freshdesk.
"With the new social tab in Freshdesk we can keep track of all the social buzz that is going on about our product. It's easy to see previous conversations with people and to respond and share our answers and ideas with everyone at any moment in one simple view,” said Stefan, from ANewSpring, a Freshdesk customer who’s been using the advanced social features to support customers on Twitter.
"Our favorite thing about the new social tab is how we can get a lot of context about our users by looking at past tickets and tweets. We love the way we can manage our interactions and know when they're in conversation with our team. It makes the whole process a lot smoother,” said Julia Hermannsdottir, Online Community Manager at QuizUp.
With the new deeper Twitter integration and the Facebook integration that is already available in Freshdesk, companies can support their users across seven different channels - email, phone, chat, twitter, Facebook, web, and mobile apps. With 23,000 customers worldwide, Freshdesk is a leader in the customer support space.