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If you are frequently responding to customer support issues via Facebook and Twitter, the updated Zoho Support app may just be exactly what you need to make the process less time-consuming and more effective.
Online app provider Zoho’s updated customer support app now integrates with both Facebook and Twitter. The new integrations enable businesses to quickly and easily monitor, route and respond to support requests on both social networks.
Users that leverage these new features will be able to provide their customers with unified Facebook and Twitter support from one central location, capture social interactions such as tickets, obtain notifications when an increasing number of tweets contain specified escalation keywords, as well as automatically direct specific keywords to specific support agents or teams.
Social media is a powerful tool that can affect a company’s reputation if not closely monitored. By becoming proactive and emphasizing strong customer support via these channels, brands have the opportunity to build their customer bases as well as loyalty among their current customers.
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Business application provider Zoho released several new features for its Zoho CRM offering – which now boasts more than 25,000 active customers.
In addition to a much needed redesign of its interface, Zoho is now integrating with professional network LinkedIn. Zoho users will be able to associate a CRM contact’s profile with that users’ LinkedIn profile, providing access to contact details as well as some information on that individual’s business and professional activity. Another nice aspect of the integration is that it supports LinkedIn messaging directly within Zoho.
The popular business SaaS provider has also announced integration with its own Zoho Creator product, which will enable users to build custom apps that can appear inside, and access data from within, the CRM application.
Another noteworthy new feature is Webhooks. Aiming to improve the CRM system’s extensibility, Zoho’s Webhooks allow users to integrate with external systems. For example, there might be a need within an enterprise to update an accounting system when a new account is closed.
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