Just In: Engage and Support your Customers in Twitter and Facebook with Zoho

We are excited to share with you the newest update to Zoho Support. We have just enabled social media integration with Facebook and Twitter so you can engage and support customers through those channels, seamlessly integrating Tweets and Facebook posts into your existing operation to increase your social reputation while improving your overall customer experience. Today’s connected customers expect a high level of support – and customers are increasingly taking to social media to get their problems fixed. You need to make sure you’re listening and have the right tools to face this new reality. Zoho Support helps you do exactly that.

Listen to your customers, wherever they are

For your business, hearing directly from customers is the most valuable aspect of social media and with Zoho Support you can tap into this resource and listen to what your customers are saying about you. Whether they direct their tweet specifically at you or if they are discussing your service with colleagues, you can monitor the conversation and then engage with your customers without ever having to leave Zoho Support.

We make it simple to automatically convert customer’s requests or questions from both Facebook and Twitter into tickets. In Zoho Support you can easily define the hashtags or keywords you want to monitor, and manage an effective and organized support effort.

Route and Respond: Build meaningful connections above the chatter

The process you have for handling a question on Twitter or a complaint on Facebook needs to be different than how you handle an incoming e-mail, and that is where the flexibility of Zoho Support comes in handy.  Now you can set a faster SLA and escalation path for tickets created through a Tweet, because you know customers active in social media expect a snappier response and are eager to tweet again if they don’t get it.

Have multiple products and teams but a unified social media presence? Define specific triggers that smoothly send the ticket to the correct agent. For us at Zoho this is huge, now when someone comments on our Facebook page and mentions CRM we can send it to the correct support agent. And when you tweet @Zoho asking a question with the word “invoice,” again it gets assigned correctly.

Your support agents can now reply to tweets or comments on Facebook without ever leaving their Zoho Support workflow, increasing their productivity and safe-guarding your social media presence.

Escalate: Put out fires before they start

Your site or server goes down and all of a sudden you are trending world wide on Twitter. Not exactly your optimal social media strategy.

Now with Zoho Support you can set a trouble-sensing filter that automatically alerts you and others in your company when a certain Tweets-per-minute threshold is met. With immediate notification that the conditions for a social media tsunami are about to hit, you can take the proper steps to fix the problem sooner and leverage the increased energy into positive social interactions emphasizing your stellar customer support.

All of this is now live inside Zoho Support and is available for all of our Professional and Enterprise edition subscribers at no additional cost.

This is not the first -or the last!- social integration we add. In the recent past we also announced that Zoho CRM users can stay in contact with their customers through social media. We also recently integrated our applicant tracking system, Zoho Recruit with LinkedIn. It’s only going to get more social from here!

Let us know what you think at @Zoho or at facebook.com/Zoho – we’re listening!

Rodrigo