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Zendesk Upgrades its Web-Based Service Desk Software
By Anuradha Shukla, TMCnet Contributor
Zendesk, a company that extends good service desk karma to any other company looking to offer professional-grade support service with very little effort, has enhanced its Web-based service desk software to automate how its users capture, analyze and respond to Twitter messages that deserve a response from customer service.
Users of Zendesk can now flag posts on Twitter that talk about their company with this recent integration. Users can also set up a formal process with Zendesk to deal with the customer comment.
Zendesk said that included in the response process could be the automated monitoring and logging of Twitter comment threads, the creation of a support ticket, and the ability to talk about the issue internally as well as responding to public Twitter posts.
Funneling information to email and activating a Zendesk workflow process to work internally on solving the problem are part of the mechanisms for internal communications.
TwitPic, TweetDeck and HootSuite.
Twitter is a real-time information network powered by people all around the world. It allows you share and discover what’s happening now. Twitter has become the favoured tool for people to post short, text status updates. Because of this, companies are doing the best they can to monitor mention of their brands, especially if the posts are negative and have complaints that should be dealt with.
Pingdom, stated that that with approximately 2 billion messages posted on Twitter in May 2010 alone, this undertaking is phenomenal. Some companies are proactively setting up Twitter accounts that are dedicated to handling customer service problems. This is a part of their attempt to enclose this type of post in one single location.
Companies have come to realize that it is becoming more significant to manage their reputations on Twitter.
Anuradha Shukla is a contributing editor for TMCnet. To read more of Anuradha’s article, please visit her columnist page.
Edited by Juliana Kenny