Viralheat, a provider of enterprise social media management software, is integrating customer service software from Zendesk into its platform.
The integration with Zendesk follows Viralheat's announcement of its Salesforce integration and further bridges the gap between social, sales, and customer service for professional and enterprise Zendesk business customers. The company also recently integrated with Foursquare, to allow users to manage Foursquare Venues and Pages from within the Viralheat app.
"We incorporated Zendesk into our platform so our clients could take advantage of the converging fields of social, sales, and support," said Vishal Sankhla, founder and chief technology officer at Viralheat, in a statement. "The volume of online conversations surrounding businesses and large brands continues to grow, and many of these conversations detail a consumer's issues, questions, and feelings of satisfaction or dissatisfaction with a particular brand or service."
The integration allows businesses to securely connect their Zendesk accounts to create and manage support tickets for mentions on multiple social accounts, as well as facilitate the online conversations. Additional features of the cross-functional integration include the ability to input user information (if known), include notes to the support team, and reply to queries and tickets from connected social accounts.
"We're proud to be a part of Viralheat's efforts to bring social, sales, and support into one functional and efficient tool," said Eric Shen, partner/integrations manager at Zendesk, in a statement. "Viralheat's integration improves efficiency and accuracy by eliminating the inefficient steps of marketing and support teams passing conversations to each other through email. Now businesses have the chance to track and manage social, sales, and support in one application."
"Viralheat's integration with Zendesk is an extremely compelling solution for identifying critical customer conversations, and intelligently routing issues to the customer service team to address and resolve," said Paul Sebastien, chief marketing officer at Deutsche Telekom HBS/T-Mobile, in a statement. "This integration simplifies and expedites the time-to-interaction so that we can quickly respond to customer needs, and this seamless integration makes both Viralheat and Zendesk even more valuable business platforms."