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Zendesk Announces Support for Facebook Private Messages

July 10, 2012

Companies Can Now Respond to Facebook Private Messages From Within Their Customer Support System

SAN FRANCISCO, CA –- July 10, 2012 – Zendesk, the proven cloud-based help desk software provider, today announced that Zendesk for Facebook now supports Private Messages. This new capability allows companies to engage in private conversations about customer service issues without ever having to leave the Zendesk interface.

There are more than 900 million people on Facebook creating 3.2 billion interactions per day. Nevertheless, customers do not always want their customer service conversations to be public. With Zendesk for Facebook, these conversations now can be kept private.

“Communicating with customers via social media has created a fundamental shift in customer service,” said JD Peterson, Zendesk’s Vice President of Product Marketing. “There is a new generation of consumers who spend time on Facebook and use Private Messages as a replacement for email. Companies need to serve these customers just as they would on the phone or by email.”

Now support teams can quickly respond to Facebook Private Messages–in addition to wall posts–without leaving the Zendesk interface where they spend their working hours. Zendesk for Facebook delivers a quick, easy way to boost support teams’ productivity, enable collaboration and improve responsiveness.

“The introduction of Facebook Page Messages has been a great addition to the already powerful integration tools offered through Zendesk. Being able to manage Page Messages in addition to Wall posts on the Gilt page has made keeping track of all incoming contacts efficient and streamlined,” said Donny Salazar, VP, Global Customer Service, “With half a million Facebook Likes, we want to provide an engaging platform for members to talk to Gilt. Zendesk allows us to seamlessly deliver support through the channel our customers prefer.”

Zendesk for Facebook Private Messages is available now.

About Zendesk

Zendesk is the leading provider of proven, cloud-based help desk software. For growing organizations, Zendesk is the fastest way to enable great customer service. More than 25,000 Zendesk customers, including Adobe, OpenTable and Groupon, trust Zendesk with their most valuable assets: their customers, partners, and employees. Founded in 2007, Zendesk is funded by Charles River Ventures, Benchmark Capital and Matrix Partners.

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