Freshdesk Launches Private Customer Support for Businesses on Facebook

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Online help desk solution protects consumers from identity theft; is first solution to integrate privacy into social support

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When it comes to customer support, social media has primarily been an outlet for consumers to publicly speak out about product and brand troubles. Today Freshdesk, the fast growth online help desk solution, announces support for Facebook messages on brand pages, bringing private customer support to the social platform.

Posting publicly is great for consumers looking to share opinions and experiences about a brand, but many questions and support issues can be personal in nature, and customers have made the mistake of posting bank numbers, passwords, login details, credit cards, and all kinds of sensitive personal information in the wrong places. When customer support was limited to the traditional channels, forms in company websites and old school email were able to enforce a degree of privacy when customers shared their details with the support department. But with social customer support gaining steam, Freshdesk offers a private customer support solution right within the popular social media destination.

By taking advantage of the new Facebook messages feature for brand and business pages, Freshdesk has integrated a crucial feature for customer privacy into the social domain. Consumers no longer have to worry about disclosing personal information on a public platform, decreasing the risk of identity theft and creating a safe platform for customers to interact directly with brands.

Freshdesk, the SaaS-based social customer support platform, allows businesses to support customers through email, phone, Facebook and Twitter from one place. Now, Freshdesk is the first helpdesk software to extend customer support to messages in the Facebook business page as well. Up until recently, the only way for an individual user to talk to a business on Facebook was “in public”, by posting directly on the timeline. Now users can talk to the business both in public, and go “off the air”, through messages on the same social platform. There’s no longer a need for the customer to change support channels. Freshdesk automatically converts these Facebook messages into support tickets that agents can respond to. What’s more, this Freshdesk integration allows businesses get all the details they need without compromising the identities of their customers.

“Social support is becoming an ever more popular and valuable customer support platform,” says Freshdesk CEO, Girish Mathrubootham. “Yet, there’s a need to incorporate privacy into the social platform to protect customer identity and personal information. As customers shift to talking to brands directly through Facebook messages, Freshdesk has a created a way for businesses to get the information they need while still catering to the customer’s every need.”

Additionally, the message feature gives a brand more control over the conversation on its Facebook timeline. Instead of consumers filling the page with queries that are of no concern to other customers, the message feature allows users to shift individual conversations to the company’s message box, leaving the timeline free for information pertinent for the brand community.

Until recently, email was the primary medium for customers to interact with a business for support, and social media was the place where brands were made or destroyed by customers sharing their opinions with the world. Now that customers can both talk to the business and to the world at large right from within Facebook, the gap between customer support and the brand is fast closing. Freshdesk already allows businesses to support customers through social media like Facebook and Twitter. Now with Facebook messages integrated in Freshdesk, companies can interact with individual customers as well as engage the community in Facebook simultaneously.

To learn more about Freshdesk, visit:

About Freshdesk:

Freshdesk is a cloud-based help desk software that allows organizations to support their customers through email, phone, website, Facebook and Twitter. With powerful features, an easy to use interface and a freemium pricing model that makes it essentially a free support software for small businesses, Freshdesk is widely used by companies ranging from startups all the way up to enterprises. For more information, please visit or find us on Facebook: or Twitter: @freshdesk.

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Olivia Gallion
VSCpr for Freshdesk
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