Zendesk Lends A Hand To Twitter: Enhance Your Customer Service

There has been some debate as to whether or not Twitter is an effective or appropriate platform for customer support. Personally, I’ve made my mind up about it. While I’d never use it as my primary customer support desk, I still field concerns from my Twitter followers.

There has been a few times where my customers have utilized Twitter to get a quick response from me when they really needed one, allowing me to delegate a customer representative to take swift care of the person in need.

Even in my case, 140 characters can be extremely limiting when trying to give the appropriate response to a customer in need.  And for those of you who use Twitter primarily for customer support, this is even truer.

Here is how Zendesk is going to help you out.

If you’re not familiar with Zendesk, It’s worth taking a look at if you’re shopping for a good web based customer support desk.  I’ve used it now for a few years, and love it.

Zendesk released an app that allows you to integrate your Zendesk with your Twitter Account. Essentially this will enable a customer to turn a Tweet in to a Twicket (Zendesk Ticket).

I really like this for a few reasons: 1- If you need more than 140 characters, you can easily get it by transforming the Tweet to a Twicket. 2- If you want to pass it to a customer service rep, then you can turn into a Twicket and get it assigned immediately?

What are you using for customer support? Do you see a need for a tool like this?  Comment Below!