Freshdesk Launches Social Features
New functionality allows for critical around-the-clock social media support.
Posted Jan 22, 2015
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Freshdesk, a provider of cloud-based customer support software, has launched new features for its mobile apps, making it easier for businesses to respond on Twitter to customer support issues.

The new features include a new tab within the iOS and Android mobile apps dedicated specifically to social media support.

The tab makes it easy to quickly access everything companies need to engage customers on Twitter, including the following:

  • Surface urgent tweets - Custom streams to surface questions that need immediate help and attention from general Twitter noise.
  • Provide support on the go - Convert tweets into support tickets directly from the mobile apps so they can be assigned to the right team member to facilitate a quick resolution.
  • Access to past conversations - View tweets in context to provide better, more personalized support. When a customer tweets to the brand, agents can quickly scan through their past interactions over email, phone, chat, and other channels.

"What many companies get wrong about Twitter is they view it exclusively as a marketing tool. The reality is that it's just as important to listen and respond to customers on Twitter as it is to broadcast to them," said Smrithi Parameswar, product manager at Freshdesk, in a statement. "Customers are increasingly turning to Twitter to register their frustration or complaints, and brands cannot afford to ignore them. These new tools from Freshdesk will enable brands to turn any social interaction with their customers into a positive experience."

"One of the things we love about Freshdesk is that its team is constantly innovating to integrate new technologies to solve our most pressing needs," said Miles Jennings, founder and CEO of Recruiter.com, an online recruiting service and Freshdesk user, in a statement. "Effective social media management remains a challenge, and the current tools on the market don't give us the context we need to respond thoughtfully to our customers. The new social features from Freshdesk change that and will improve our interactions with customers."

Freshdesk also recently added mobile capabilities to its solutions.

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