As more and more consumers turn to Twitter to express their woes about brands and customer service, companies need to keep an eye on the social network to monitor and respond to these conversations and complaints. Help-desk startup Zendesk is ramping up its Twitter integration today, allowing customers to leverage the social interactions on Twitter within their customer service platform.
Zendesk essentially offers a Web-based help desk online ticketing system for customer support. The new integration enables users to turn a Tweet into a Zendesk ticket. You can also respond publicly to a complaint on Twitter from Zendesk’s platform. So you can record any Twitter conversation that is taking place within Zendesk’s platform and also move the conversation from Twitter to an email.
The platform features integration with social media monitoring tools such as HootSuite, TweetDeck, Twitter.com, and the Twitter iPhone and Android apps. The new feature makes sense, considering that Twitter has now become a centralized place for consumer conversations about brands and companies. Of course other help-desk platforms, such as Salesforce’s Service Cloud also features Twitter integration.
Zendesk, which just crossed the 5,000 customer mark, recently raised its pricing, which elicited strong complaints from clients. Zendesk responded to the backlash by reverting to the previous pricing model.
Zendesk provides an integrated on-demand helpdesk - customer support portal solution based on the latest Web 2.0 technologies and design philosophies. The product has an elegant, minimalist design implemented in Ruby on Rails and provides seamless integration of the back-end helpdesk SaaS to a company’s online customer-facing web presence, including hosted support email-ticket integration, online forums, RSS and widgets. This is unusual, because most SaaS helpdesk solutions focus exclusively on the backend helpdesk and treat the Web as...