Many businesses use Twitter to see what their customers are saying about them. Zendesk struck a deal with Twitter to let companies monitor tweets to connect with customers over help desk issues.
Help desk software maker Zendesk
July 13 struck a deal
with Twitter to let companies monitor tweets to connect with customers over customer service questions and concerns.
Many businesses use Twitter, which has more than 100
million users, to see what their customers are saying about them.
Employees have e-mailed tweets, the short message methods popularized
the microblog, into existing ticketing systems to connect with
Zendesk customers can now find tweets that reference
their company and use Zendesk's hook into Twitter's favorite button to answer questions or address complaints.
The integration extends to any desktop or
mobile Twitter client employees use, including TweetDeck, HootSuite or Twitter for iPhone and Android.
The idea is to quickly convert Twitter feedback into
formal customer support and customer engagement workflow within Zendesk, said Maksim
Ovsyannikov, vice president of product management for Zendesk, in a blog post
that Zendesk "listens"
to, or monitors Twitter accounts Zendesk customers configure and converts key tweets
into Zendesk "twickets" by favoriting tweets in Twitter. Users
may also command that any Direct Messages sent to these accounts be
automatically converted to favorites.
Agents responsible for converting tweets into twickets
will log into Twitter.com or a Twitter client created by the company. Users and
agents can decide to continue their discussion about problem resolution on
Twitter, within Zendesk or both until the twicket is closed.
Users can also record Twitter conversations on a ticket
and copy and consult with colleagues privately while interacting with Twitter
users publicly. Users may also elect to move the conversation off Twitter to e-mail.
Once the twicket is created, Zendesk will pull in the
conversation with the requester comment by comment until the twicket is closed. Users may send a tweet back from
their Twitter client without logging into Zendesk, or add a comment from within
the Zendesk twicket. The entire conversation will be recorded until the twicket
Zendesk customers may also turn on an out-of-the-box
trigger that automatically tweets to the requester with a message and a link to
the twicket. Requesters can log into Zendesk using their Twitter credentials.
If requester's Twitter account has already been
associated with their profile in Zendesk, requester can also view the twicket
by logging in with their Zendesk e-mail address and password.
Though just launched broadly, Zendesk's integration with
Twitter sports several early participants, including HootSuite, TweetDeck,
Seesmic and Twitpic.