Cloud-based help-desk-software developer Freshdesk announced that its new In-Sync Facebook application is integrated with the social network, allowing its users to synchronize their customer-service and social efforts.
Customer-service agents will now be able to engage with users and support customers directly within the social network, and information such as how-to guides is automatically synchronized between service portals and the Facebook app.
Freshdesk said it believes that the new app will allow consumer driven businesses such as ecommerce, travel, and hospitality to increase social and online engagement levels by more than 60 percent, with customers or potential customers more likely to seek out more information about those businesses, since all conversation and engagement is managed within Facebook.
Director of Marketing Vikram Bhaskaran added in a release announcing the new In-Sync app:
Most consumers spend close to one-fifth of their day on Facebook, liking, sharing, and discussing the businesses they both love and hate. The In-Sync Facebook app allows businesses to be there and engage customers where they are, without themselves having to juggle across multiple sources.
Readers: Do you think this will be a helpful app for customer-service personnel?