Monday, July 20, 2020

Integration of social networks with Help Desk

Currently, millions of users are connected to social networks and, through them, openly comment positive and negative things on any topic. One of these issues could be the quality of customer service in your company!

What if we think that this interaction can be a core part of our Help Desk?

 Yes, now that is possible and the advantages that we can obtain with this integration exceed those imagined, for example:
Our clients or users can pose problems through their Facebook accounts directly on our profile, from any place and device, which can automatically reach our it helpdesk support.
Direct messages received in our account can be converted into entries in the Social Assistance System and even converted into "tickets" or consultation cases.
We can respond directly to the messages received by Facebook through the allocation of these "tickets".
All the responses generated in our Help Desk can be converted into Facebook messages and simultaneously they can be added as entries to our Social Assistance System.
We can monitor and provide timely communication through our Social Assistance System, as well as giving clients the personalized and direct support experience they expect.
And what can we achieve by integrating our Social Assistance System with Twitter? - We are talking about one of the fastest growing Social Networks in recent years, with more than 320 million users. We know that Twitter focuses on the promotion of content through its viral distribution. We can have thousands of known or unknown followers and this number can easily grow. Therefore, our answers will be known not only by those who consult us, but can help many more people indirectly. We must take it into account and capitalize on this advantage in our favor!

Additionally, we can obtain all these advantages:

By integrating our User Support System with Twitter, we help to centralize and streamline the process of social support and support.
We can monitor all mentions of our company or products in real time.
We encourage clients to present their problems in a concrete way, through short messages of maximum 140 characters.
We have the ability to convert these tweets and direct messages (DM) into support tickets.
We can encourage the collaboration of other users or members of our support team, in solving queries.
We encourage participation and follow up on clients, in a centralized, agile, expedited, and accessible Social Assistance System to anyone with a device connected to the internet.
We can invite our satisfied users to become advocates of our brand and services.
Finally, we can not forget about other Social Networks , such as Google+, LinkedIn, Pinterest, Instagram, etc. We have to be where our clients are.  It all helps when it comes to being the best!

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