Freshdesk launches new social features to enable businesses to provide better support on-the-go

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New innovations make critical around-the-clock social media support easier than ever

Social media support with Freshdesk

Social media support with Freshdesk

Freshdesk, Inc., a leading provider of cloud-based customer support software, announced today the launch of new features for its mobile apps, making it easier for businesses to respond on Twitter to customer support issues. The new industry-leading features will dramatically improve how businesses interact with their customers over Twitter, an increasingly popular medium for registering support frustrations.

The new features include a new tab within the iOS and Android mobile apps dedicated specifically to social media support. The tab makes it easy to quickly access everything companies need to engage customers on Twitter, including:

  • Surface urgent tweets - Custom streams to surface questions that need immediate help and attention from general Twitter noise.
  • Provide support on-the-go - Convert tweets into support tickets on-the-go directly from the mobile apps so they can be assigned to the right team member to facilitate a quick resolution.
  • Access to past conversations - View tweets in context to provide better more personalized support. When a customer tweets to the brand, agents can quickly scan through their past interactions over email, phone, chat and other channels.

“What many companies get wrong about Twitter is they view it exclusively as a marketing tool. The reality is that it’s just as important to listen and respond to customers on Twitter as it is to broadcast to them,” said Smrithi Parameswar, product manager for Freshdesk. “Customers are increasingly turning to Twitter to register their frustration or complaints, and brands can not afford to ignore them. These new tools from Freshdesk will enable brands to turn any social interaction with their customers into a positive experience.”

“One of the things we love about Freshdesk is that its team is constantly innovating to integrate new technologies to solve our most pressing needs,” said Miles Jennings founder and CEO of Recruiter.com, an online recruiting service and Freshdesk user. “Effective social media management remains a challenge and the current tools on the market don’t give us the context we need to respond thoughtfully to our customers. The new social features from Freshdesk change that and will improve our interactions with customers.”

The social tab is now available to customers on most Freshdesk plans (Blossom and above).

About Freshdesk:

Freshdesk makes customer happiness refreshingly easy. Launched in 2010, Freshdesk has over 30,000 customers around the world, including 3M, Honda, Hugo Boss, University of Pennsylvania, The Atlantic, and QuizUp. With powerful features, an easy to use interface, and a freemium pricing model, Freshdesk’s cloud-based customer support software enables companies of all sizes to support customers through email, phone calls, websites, forums and social media channels. The company is headquartered in San Francisco, California and has a development center in Chennai, India. For more information, please visit http://www.freshdesk.com, http://blog.freshdesk.com or find us on Facebook: http://www.facebook.com/freshdesk or Twitter: @freshdesk.

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Shankar
Freshdesk
since: 11/2010
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