Desk360 social media management

Social Media Customer Service Management with Desk360

Many businesses have begun to employ social media for customer service, which has grown in popularity as a result of its ability to allow people to engage with one another easily and instantly. The smallest comment, message, or mention of a business on social media can quickly reach thousands of individuals. It's critical how companies handle these interactions and how promptly they respond to every single message possible.

Given that practically everyone has a social media account (or more) these days, we safely say that organizations that leverage social media customer service management to reach out to current and future customers are one step ahead of the competition. You can best match your customers' expectations by using social media to its full potential, which provides excellent platforms for businesses to raise brand awareness.

Social media communication channels

How do you manage social media customer service with Desk360?

Customer messages, comments, and interactions on your Instagram, Facebook, and Twitter accounts are automatically converted into support requests on the Desk360 panel. Customer representatives are automatically assigned to support inquiries. They answer these queries, and your customers see the responses right on the channel where they asked their questions. You can have these requests automatically assigned to the staff that only handles social media interactions if you have one. In today's world, where customers are progressively shifting away from traditional contact channels like e-mail or phone, delivering customer care via social media can help you reduce response times and boost team performance. For the Desk360 social media customer service experience, create a free account today.

Why choose Desk360 for social media customer service?

All interactions on same page

Turn interactions on Twitter, Facebook, and Instagram into support requests

Manage your company's Twitter profile right from the Desk360 panel. With Twitter integration, your customer service agents will be able to respond to every mention and message that leads to a support request from a single platform. Through Desk360's shared inbox, your customer support staff can manage all Facebook and Instagram interactions, including likes, comments, and messages. You can even enable your clients to contact you from any platform they choose with Desk360's social media integrations.

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Automatic ticket assignment

Assign requests for social media to the appropriate agents automatically

If you have a team that handles specifically social media support requests, create a social media group in the Desk360 panel and have interactions from these sources automatically assigned only to the staff members in this group. You can rest assured that the correct request has been given to the correct person and will be taken care of.

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Social media integration capabilities

Take a look at what else social media integrations can do

You can privately answer a support request that appears as a comment with a single click thanks to Desk360's Facebook integration, and continue to engage that user privately by transforming the comment into a message. Further, you have the option to delete or hide any comment. With Desk360's Twitter integration, you can also prioritize the interactions coming from high-profile Twitter accounts automatically.

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Check out our blog to boost your social media strategy, and more!

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