Social Support with Freshdesk

Meet Ryan. Ryan likes shoes. A lot. He bought a pair of sneakers from Sauls shoes.

Instead, he received a pair of stilettos.

@sauls I ordered sneakers but i got a pair of stilettos instead. Can you help me ? 3.45PM - 3, Sep 2014

4 hours later, Ryan still hadn’t received a reply

Ryan got really upset and told everyone about this.

By the time Sauls Shoes saw Ryan's tweets 4 hours later, Ryan's friends had

already told more people

And then suddenly, everyone was talking about their bad customer

experience with Sauls.

With Freshdesk’s social support, things would have

been very different.

MONITOR YOUR TWEETS

With custom streams, Sauls can monitor tweets that mention the brand, competition and topics of interest.

ENGAGE WITH YOUR CUSTOMERS PROACTIVELY

So, it’s easier to start conversations and interact with customers.

REPLY FASTER

@mentions and direct messages are streamed into Sauls support

portal, and they can reply directly from their portal.

Also, Sauls can set up automation rules to convert specific tweets into tickets and assign them to an agent or group.

ENGAGE WITH YOUR FACEBOOK FANS

Sauls’ wall posts and messages can also be automatically converted into tickets. Replies to tickets get added as

comments to the posts.

BRING YOUR SUPPORT PORTAL TO YOUR PAGE

Through a support tab, users can seamlessly access the knowledge base, community forums and even create

support requests

With social support, things would have been very different, indeed

GET PROACTIVE WITH YOUR SUPPORT

Sign up for a free trialhttp://freshdesk.com/signup