Zoho today announced the integration of online customer support software Zoho Support with social platforms Facebook and Twitter.
The company had noticed "a good number of our own customers asking for support through Twitter, so we thought, 'Why not extend it to a support base?'" explains Raju Vegesna, chief evangelist for Zoho.
Within the Zoho Support module, users can now monitor social profiles, pages, and hashtags and define keyword alerts directly from the support interface. "The important thing is, you can now convert a tweet into a support request, look at history, get approvals, or ask someone else to post a reply," Vegesna says. Support teams also have the wiggle room to service customers in the medium of their choice.
In addition, the Zoho Support integration gives users a way to manage escalation in real time; users can set defined keywords and specify their method of notification—be it email or text message—when a series of posts or tweets match predefined keywords within a certain threshold of time or volume.
This winter, Zoho CRM completely overhauled its user interface, cutting down on click rates and introducing social functions like integration with LinkedIn and an internal collaboration tool known as Pulse. The company recently rolled out mobile applications for its project management, CRM, and document management solutions, underpinning the declaration that "mobile is going to be one of the most important focus areas for the company this year," according to Vegesna.
Zoho has plans to launch another business solution next week, Vegesna says, which will aid the company in its target goal of "building a business that companies can come to (in order to) build their whole business with Zoho."