|[May 10, 2012]
Zoho Support Integrates Facebook, Twitter
PLEASANTON, Calif. --(Business Wire)--
continues its effort to lead small and medium businesses successfully
into the social sphere, announcing today that Zoho
Support, the company's online customer support software, now offers
tight integration with Facebook (News - Alert) and Twitter. Companies can now easily
employ Zoho Support to engage with and support their customers in real
time via the popular social networks - without ever leaving Zoho (News - Alert)
Support's intuitive user interface.
"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," said Raju Vegesna, Zoho evangelist. "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."
The Facebook and Twitter (News - Alert) integrations for Zoho Support are the latest
result of Zoho's continued focus on outfitting their customers with
powerful and effective social integrations. Zoho has already rolled out
Facebook and LinkedIn integration into Zoho
CRM, and LinkedIn integration for Zoho
"We are excited to continue providing companies with the tools they need
to effectively embrace social media," added Vegesna. "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."
Socializing Zoho Support
Within Zoho Support, the user interface gains a new social tab with
options for Facebook and Twitter that let users:
Listen to customers, wherever they are - Whether customers direct a
Tweet at a specific profile or discuss a service with friends,
companies can now monitor their profiles, pages, hashtags and defined
keywords and then engage those customers, all from within Zoho Support.
Route and respond - Set faster SLA and escalation paths for tickets
from 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 also reply to public Tweets and Facebook comments
directly within the Zoho Support interface, simplifying an already
Escalate - Zoho Support can 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 that the conditions are ripe for a social media storm,
companies can make proactive effort to fix a problem early and avoid
having the costly damage of a social media backlash.
Pricing and Availability
Facebook and Twitter integration for Zoho Support is available
immediately, free of charge, in the Zoho Support Enterprise Edition and
Zoho Support Professional Edition.
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.
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
is a comprehensive suite of award-winning online productivity,
collaboration and business applications for businesses of all sizes.
Over five million users rely on Zoho for their Business,
Productivity & Collaboration needs and actively connect via Forums,
To date, Zoho has launched 27 different applications which include
several online office applications such as Writer,
along with a host of business applications ranging from CRM
These applications are offered directly via Zoho.com or through hundreds
of partners in the Zoho
Alliance Partner Program. For more information about Zoho, please
Zoho is a division of Zoho
Corp., a privately-held and profitable company, which also provides IT
Management Software (ManageEngine (News - Alert) with more than 60,000 customers)
and a Network
Management Suite (WebNMS with 25,000 Tier 1 carrier deployments).
With headquarters in Pleasanton, CA (News - Alert) and offices in Austin, New Jersey,
Chennai, London, Tokyo and Beijing, Zoho Corp. serves the technology
needs of millions of customers worldwide. For more information about
Zoho Corp., please visit www.zohocorp.com.
All brand names and product names are trademarks or registered
trademarks of their respective companies.
Tags: Zoho, Zoho Support, Zoho CRM, Zoho Recruit, Facebook,
Twitter, Tweet, LinkedIn, social media integration, help desk, online
applications, search, online productivity, online collaboration,
business applications, email, spreadsheets, presentations, documents
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