Zendesk Gets A Social Media Boost from BatchBlue Software
Today, social CRM provider BatchBlue announced an integration for their BatchBook product with Zendesk’s help desk platform. The integration targets small businesses, and the collaboration came from both vendors belonging to The Small Business Web association.
The integration will allow BatchBook users to connect their contact database into Zendesk’s help desk ticket processing, which ultimately saves time by creating a unified tracking source, and a an extensive reference point that supplies professional, personal, and social networking information. Furthermore, BatchBook’s “SuperTags†functionality can be used to create custom fields that capture individualized data about active support calls.
President of BatchBlue Software, Pamela O’Hara, said she was particularly excited about the venture because it will make their product “even more social,†which is an interesting choice of words for enterprise software. Nonetheless, it is wise partnership, as help desk systems are the enterprise systems that benefit the most from social media; smaller businesses benefit from it as well. Plenty of SMBs will be eager to streamline their customer service, and this enables them to do that and simultaneously bolster customer relationships, which tend to be stronger in smaller businesses.
1 commentExpinion.net Makes Twitter Work for Them
<!– /* Font Definitions */ @font-face {font-family:”Cambria Math”; panose-1:2 4 5 3 5 4 6 3 2 4; mso-font-charset:0; mso-generic-font-family:roman; mso-font-pitch:variable; mso-font-signature:-1610611985 1107304683 0 0 159 0;} @font-face {font-family:Calibri; panose-1:2 15 5 2 2 2 4 3 2 4; mso-font-charset:0; mso-generic-font-family:swiss; mso-font-pitch:variable; mso-font-signature:-1610611985 1073750139 0 0 159 0;} /* Style Definitions */ p.MsoNormal, li.MsoNormal, div.MsoNormal {mso-style-unhide:no; mso-style-qformat:yes; mso-style-parent:”"; margin-top:0in; margin-right:0in; margin-bottom:10.0pt; margin-left:0in; line-height:115%; mso-pagination:widow-orphan; font-size:11.0pt; font-family:”Calibri”,”sans-serif”; mso-ascii-font-family:Calibri; mso-ascii-theme-font:minor-latin; mso-fareast-font-family:Calibri; mso-fareast-theme-font:minor-latin; mso-hansi-font-family:Calibri; mso-hansi-theme-font:minor-latin; mso-bidi-font-family:”Times New Roman”; mso-bidi-theme-font:minor-bidi;} .MsoChpDefault {mso-style-type:export-only; mso-default-props:yes; mso-ascii-font-family:Calibri; mso-ascii-theme-font:minor-latin; mso-fareast-font-family:Calibri; mso-fareast-theme-font:minor-latin; mso-hansi-font-family:Calibri; mso-hansi-theme-font:minor-latin; mso-bidi-font-family:”Times New Roman”; mso-bidi-theme-font:minor-bidi;} .MsoPapDefault {mso-style-type:export-only; margin-bottom:10.0pt; line-height:115%;} @page Section1 {size:8.5in 11.0in; margin:1.0in 1.0in 1.0in 1.0in; mso-header-margin:.5in; mso-footer-margin:.5in; mso-paper-source:0;} div.Section1 {page:Section1;} –>
An instance where Twitter makes an efficient CRM tool: when it’s used to supplement help desk software. Yesterday, Canadian help desk software company Expinion.net launched Twitter capture technology with its version 3.0, giving subscribers to the on-demand service the ability to track support results on the social media site.
Several companies use Twitter for customer service ends (like digital-services provider Comcast), and it is very helpful for finding troubled customers before they come to you. Companies can find out what’s being said about their brand and products, and reach out to them with Twitter directly from the help desk administration, to offer support and find a solution. There’s also a branding bonus with Twitter integration: since the stream is crawled regularly, this method of customer support is good for public relations and for driving traffic to the company’s website.
With Expinion’s Twitter capture technology, relevant tweets are actually stored in the help desk platform, along with other tickets and internal projects. Furthermore, users can track progress made with each tweet over a longer term. Many CRM sectors are finding it difficult to incorporate the unstructured data coming from social networking sites, but it’s nice to see that one such sector can actually make good use of Twitter.
No comments