Viralheat, a provider of enterprise social media monitoring and management software, is adding integration with Salesforce's Desk.com all-in-one customer support app to its analytics platform.
The integration allows businesses to connect their Desk.com accounts with Viralheat to create and manage support tickets for mentions on multiple social accounts, as well as facilitate the online conversations by allowing representatives to respond directly to the user. The integration also allows users to take online mentions and automatically create cases in Desk.com, with the option to assign priority levels or send them directly to designated sales or support associates in Sales Cloud.
The Desk.com integration is available on all Enterprise plans.
The new integration follows Viralheat's recent announcement of its Salesforce Sales Cloud integration. Other recent integrations have included Zendesk, Foursquare, and SocialChorus.
"Social data provides a gold mine of valuable information that businesses are just now starting to learn how to identify and use effectively in their customer support strategies," said Viralheat CEO Jeff Revoy, in a statement. "Social media channels are ripe stomping grounds for online conversations around businesses and brands of all sizes and this integration will provide real-time and seamless sharing of these conversations with the core support teams."