Viralheat Enhances Enterprise Social Management Platform with Zendesk Integration
SAN MATEO, Calif., March 11, 2014 /PRNewswire/ Viralheat, a leading provider of enterprise social media management software, announced today that it is adding integration with customer service software Zendesk to its world-class platform. Viralheat empowers businesses to perform all of their social media needs within a single, all-in-one social management platform. The integration with Zendesk follows Viralheat's announcement of its Salesforce integration and further bridges the gap between social, sales, and customer service for professional and enterprise Zendesk business customers.
"We incorporated Zendesk into our platform so our clients could take advantage of the converging fields of social, sales, and support," said Viralheat CTO and co-founder, Vishal Sankhla. "The volume of online conversations surrounding businesses and large brands continues to grow, and many of these conversations detail a consumer's issues, questions, and feelings of satisfaction or dissatisfaction with a particular brand or service."
The integration allows businesses to securely connect their Zendesk account to create and manage support tickets for mentions on multiple social accounts, as well as facilitate the online conversations.Additional features of the cross-functional integration include the abilities to input user information (if known), include notes to the support team, and reply to queries and tickets from connected social accounts.
"We're proud to be a part of Viralheat's efforts to bring social, sales, and support into one functional and efficient tool," said Eric Shen, partner/integrations manager at Zendesk. "Viralheat's integration improves efficiency and accuracy by eliminating the inefficient steps of marketing and support teams passing conversations to each other through email. Now businesses have the chance to track and manage social, sales, and support in one application."