Deliver instant support across social media

Effective online branding takes time, and Zoho Desk can help. Preserve and strengthen your brand's reputation by actively responding to comments, tags, messages, and mentions on the most powerful communication tool, social media.

CRM Software benefits | Zoho CRM

How can you benefit?

  • Connect with customers on their favorite social media channels
  • Improve brand image and awareness
  • Pay close attention to customer activity related to your brand
  • Automate processes to speed up service

Multiple brands. Multiple channels. Single interface.

Manage multiple social media accounts associated to multiple brands from the single interface of Zoho Desk. Like, comment, DM, post, check customer profile, just like you would from your Facebook, Twitter, and Instagram account.

Twitter feed of brand Zylker travels displayed in social module screen with other channel options displayed on left part of the screen

Convert social media interactions
to tickets

Instead of combing through millions of social media posts, get your brand related activity filtered in one place and effortlessly capture these posts as tickets to offer contextual service. Perform quick ticketing actions without leaving the social media module screen.

Configuration options for page posts, visitor posts, and messages to convert to tickets Quick ticket peek in social module screen of tweet converted to ticket

Stay agile by automating processes

Save time and exercise complete control over your social media customer service activities by automating ticket assignment. Instead of manually assigning every incoming ticket, set up assignment rules to route tickets with criteria such as keywords, hashtags, or mentions to relevant teams or individuals and enable seamless and efficient ticket management.

three rules set up for assigning incoming tickets with criteria like social channels, specific keywords to social media team, and specific agents respectively

Extend help through DMs

Not all your customers want to address their issues publicly. Respond to social media complaints, feedback, and requests in detail using Direct Messages on popular platforms like Facebook Messenger, Twitter, and Instagram.

Agent responds to customer concerns via Facebook Messenger in Zoho Desk Agent responds to customer concerns via Twitter DMs in Zoho Desk Agent responds to customer concerns via Instagram DMs in Zoho Desk

Optimize your social media
customer support with Zoho Desk

  • No credit card required.
  • No software to download.