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December 14, 2011

Zendesk introduces app to engage its service teams with Facebook users

Support teams can respond to Facebook wall posts without ever having to leave the Zendesk interface

By CBR Staff Writer

Cloud-based help desk software provider Zendesk has introduced Zendesk for Facebook, enabling customer service teams to engage with their Facebook users from within Zendesk.

The new release ensures satisfaction even when customers choose to communicate with a company through social media.

With the new release, support teams can respond to Facebook wall posts without ever having to leave the Zendesk interface where they spend their working hours.

In addition, Zendesk for Facebook delivers a quick, easy way to boost support teams’ productivity, enable collaboration and improve responsiveness.

Zendesk CEO Mikkel Svane said communicating with customers via social media has created a fundamental shift in customer service.

"Studies have shown that even the biggest companies have an ad hoc approach to social media, resulting in unhappy customers. By having Facebook posts flow right into a company’s help desk software, support teams can engage immediately, helping to ensure greater customer satisfaction," said Svane.

SNAppsforKids co-founder Sami Rahman said a large group of SNAppsforKids’ special needs community lives on Facebook, and SNAppsforKids can now provide much more comprehensive support by monitoring and responding to their posts on its wall.

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Rahman added, "Zendesk for Facebook has allowed us to serve more users more effectively than we ever could before. And best of all, we can focus on helping our members without needing to be too technical – we love it!"

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