Freshdesk, a provider of cloud-based customer support software, has launched several 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:
- 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 on-the-go 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 a 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, 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.”