Support Gets Social

Submitted 8/25/2012 by Level 2 Support

Not long ago we announced that in our next update you will have the option to connect your eStreamDesk to your Facebook and/or Twitter accounts and make the customer support far more effective. It is very simple, but in this article we would like to shed a little light on this option and give you an idea why this is important and why you need it so much.

Social media has become a mainstay for business and personal stuff. Businesses are using it to connect to consumers, find new ones and showcase their products and services – basically, for marketing and customer engagement. Customers, on the other side, use it to contact friends, relatives and last, but not least – get the latest scoop on their favorite brands and to find good deals. Since customers are starting to use social media mainly for the late reason, social networks are now one very convenient and nice customer support tool. Majority of customers are using social networks for customer support. 
Since a lot of the world companies have at least a Facebook fan page, this means they have at least one more customer support channel to monitor and control, which means at least one more agent to the rescue. Now, social media customer support is not your conventional customer support in a sense that it gets quite confusing at some point, because it is not your everyday normal support tool – you get messages, comments, mentions, retweets, replyes.
While having a low numbers of fans/followers means smaller amount of messages, comments etc. growing your fanbase means at least 3 to 5 messages and comments daily – some with a query, some just to say hi. It gets quite easy to overlook a message or even forget to answer a comment, which in the world of social media means you have just lost a customer.
Having this in mind we decided to help you not lose customers by giving you the option to connect your Facebook and Twitter account to your eStream helpdesk. When you do this – you will receive every comment, reply or mention in the form of a ticket. From here on things get pretty easy and familiar – the agent replies to the ticket, the answer gets automatically posted to the social network the question came from. No need to look in different accounts, no need to search for this particular query (which can get pretty frustrating in social media) – everything comes directly to your helpdesk ready to be answered. In other words, we give you the option to transform the unconventional support tool into a conventional one. 
We would like to hear your comments on this option and if you think it will be useful to you. In the mean time, you can find more news on our Facebook fan page, Twitter account, Google+ business page or LinkedIn company page, so you are welcome to find us there.