Zendesk’s Twitter Integration Puts Social Media to Work for Businesses

Now companies can embrace Twitter in their existing service and support operations.

San Francisco, CA — Zendesk, a web-based customer support software provider, announced an integration with Twitter that lets Zendesk customers use social interactions and knowledge sharing on Twitter to drive their businesses. With one click, users can feed tweets into business workflows and turn Twitter into a value-add channel for customer engagement.

With Zendesk, users can record Twitter conversations on a ticket, and copy and consult with colleagues privately while interacting with Twitter users publicly.  Users may also elect to move the conversation off Twitter to email and dispense with Twitter’s 140-character limit. The overall result is an improvement in the ability of companies to meet the needs of their customers and an opportunity to expand brand equity more deeply within the customer community.

The integration has been embraced by innovators in social media tools such as HootSuite, TweetDeck, Seesmic, and Twitpic.  “Zendesk’s social media integration helps HootSuite clients provide even more responsive assistance to their customers,” said Ryan Holmes, CEO of HootSuite. “By monitoring relevant content on Twitter, we can quickly identify problems and seamlessly create trackable tickets — all without leaving the HootSuite dashboard.”

The Zendesk-Twitter integration allows users to:
- Turn a tweet into a new Zendesk ticket — a twicket — with one click
- Record threaded Twitter conversations with full audit trail
- Combine public and private dialog while maintaining confidentiality
- Switch a Twitter conversation into an email conversation
- Seamlessly integrate with social media monitoring tools such as HootSuite, TweetDeck, Twitter.com, and the Twitter iPhone and Android apps.

“Businesses are committing negligence if they’re not getting in front of customers to listen to their feedback,” said Mikkel Svane, CEO of Zendesk. “Twitter has changed the way consumers communicate about products and services, and our integration with Twitter will help companies join those conversations, better serve their customers, and ultimately build a stronger relationship.”

“The Zendesk and Twitter integration is pretty much the best thing that’s ever happened to Square support,” said Beth Halel, support lead at Square, the mobile phone payment system founded by Twitter co-founder Jack Dorsey. “It gives us a chance to use Twitter the way it was meant to be used, by allowing us the chance to give real shape to Twitter support requests.”

About Zendesk
Zendesk is a leading provider of web-based customer support software that is reinventing how companies engage with their customers. The company serves more than 25,000 businesses large and small, including Twitter, MSNBC, Lonely Planet and SAP. Zendesk products are easy to customize, integrate, and use so companies can quickly start offering better customer service. Founded in 2007, Zendesk is funded by Charles River Ventures and Benchmark Capital.  Learn more at www.zendesk.com.

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