Help desk software provider Zendesk has added Facebook integration to its cloud-based platform. Posts and comments to a company Facebook page now enter the system as tickets that can be routed to the appropriate customer service agent.
Most companies are still trying to determine who should be involved in managing their Facebook pages. With uses for marketing, PR and customer service among others, it can be difficult to decide who should be in charge and how different departments and agencies should work together. Several SaaS companies are looking to address these issues with social media management platforms.
Zendesk aims to streamline customer support across the web with a ticket system that allows users to keep track of customer communications and automate some aspects of the process. The application already integrates with Twitter and CRM solutions like Salesforce.com, in addition to bringing email and website feedback into a single platform.
Since being founded in 2007, Zendesk has gained more than 10,000 customers, including Adobe, MSNBC, Sony, OpenTable and Groupon.