BWI: Zoho Support Integrates with Facebook and Twitter

Press release from Business Wire India
Source: Zoho
Friday, May 11, 2012 02:46 PM IST (09:16 AM GMT)
Editors: General: Consumer interest, Entertainment; Business: Advertising, PR & marketing, Business services, Information technology; Technology
--------------------------------------------------
Zoho Support Integrates with Facebook and Twitter
Now Listen, Respond and Escalate Customer Requests in Real Time

Chennai, Tamil Nadu, India, Friday, May 11, 2012 -- (Business Wire India) -- Zoho, today announced that Zoho Support, the company's online customer support software, now offers a comprehensive integration with Facebook and Twitter. Companies can now easily employ Zoho Support to engage with and support their customers in real time via popular social networking sites without ever leaving Zoho Support's intuitive user interface.

The Facebook and Twitter integration for Zoho Support is a continued effort to lead small and medium businesses successfully into the social sphere. The integration is a result of Zoho's focus on outfitting their customers with powerful and effective social integrations. Zoho has already rolled out Facebook and LinkedIn integrations for Zoho CRM, and a LinkedIn integration for Zoho Recruit.

Socializing with Zoho Support

The user interface of Zoho Support has a new social tab with options for Facebook and Twitter allowing companies to:

Listen to customers, wherever they are - Whether a customer directs a tweet at a specific profile or discusses a service with friends, companies can now monitor their profiles, pages, hashtags and defined keywords to further engage with those customers all from within Zoho Support.

Route and respond - Setting faster response time and escalation paths for tickets raised (complaints and queries raised) on Twitter and Facebook to meet the real-time expectations of social media users. Companies can also organize and expedite ticket routing, directing different keywords automatically to specific support agents or teams. Agents can reply to public tweets and Facebook comments directly within the Zoho Support interface.

Escalate - Zoho Support can now set a trouble-sensing filter that automatically sends customized alerts to assigned company officials when a certain tweets-per-minute threshold is met. With immediate notifications, companies can make a proactive effort to fix a problem early and avoid the costly damage of a social media backlash.

Commenting on the integration, Raju Vegesna, Zoho Evangelist, said, "Today's connected customers expect a higher level of customer support. When they Tweet a question to a company they expect a genuine answer and they expect it quickly. Social media is growing as a support channel and with the right approach can be an effective and powerful tool for companies to strengthen their customer service. By integrating these features into their existing support software we are giving companies the power and tools to listen to, learn from and lead their customers to solutions in the spaces customers already interact in, strengthening their reputation and relationships along the way."

"We are excited to continue providing companies with the tools they need to effectively embrace social media,"Vegesna said. "These integrations are strengthening Zoho users' ability to leverage social media into their organizations' desired results. We are committed to giving Zoho users across our suite of applications expanded social support."

Pricing and Availability

Facebook and Twitter integration for Zoho Support is available immediately and free of charge with the Zoho Support Enterprise and Professional Edition.

About Zoho

Zoho is a division of Zoho Corporation a privately-held and profitable company, with offices in Calfornia, Austin, New Jersey, Chennai, Singapore, Tokyo and Beijing. Zoho Corporation serves the technology needs of more than 50,000 customers worldwide. Zoho offers a comprehensive suite of award-winning on-line business, productivity & collaboration products on the cloud. Customers use Zoho products to run their business processes, manage their information and be more productive while at the office or on the go. Zoho has online products - from CRM to Mail, Office Suite, Project Management, Invoicing, Web conferencing and more.

For more information on Zoho, please visit www.zoho.com and watch " What is Zoho?" To get breaking Zoho news, visit and subscribe to the RSS feed at http://blogs.zoho.com, and follow the company on Twitter at @zoho and on Facebook at www.facebook.com/zoho.

Resources

Zoho news releases: http://www.zoho.com/in-the-news.html
Zoho product videos: http://www.zoho.com/product_videos.html
Zoho general videos: http://www.zoho.com/videos.html
Zoho blogs: http://blogs.zoho.com
Zoho on Twitter: http://www.twitter.com/zoho
Zoho Facebook Fan Page: http://www.facebook.com/zoho

All brand names and product names are trademarks or registered trademarks of their respective companies.



CONTACT DETAILS
Aravind Natarajan, Zoho, +91 9840708418, aravind@zohocorp.com
Twinkle Xavier, 20:20 MSL, +91 9884480115, twinkle.xavier@2020msl.com

KEYWORDS
CONSUMER, ENTERTAINMENT, MARKETING, BUSINESS SERVICES, IT, TECHNOLOGY

If you wish to change your Business Wire India selection please click on this link http://www.businesswireindia.com/media/news.asp and use your personal username and password to login.

Submit your press release at http://www.businesswireindia.com