Facebook as a platform is not just to be in touch with your friends anymore. Having over 800 Million users, organizations across the world have gone Facebook to harvest its huge potential. Also it happens to be a lot more easier for your customers to share via Page Posts and Comments, their experience about your service. So it is high time that you add your organization's Facebook account to provide a comprehensive support, besides the traditional channels. Satisfy your customers before they get back with bigger problems and boost your brand image and credibility by addressing them in real time.
To configure your Facebook account in Zoho Support, follow the steps mentioned below.
On completion of the above mentioned configuration you would be redirected back to Facebook set-up page in Zoho Support.
Zoho Support will automatically convert posts on your Facebook pages into tickets. To enable this functionality, check the Capture "Page Posts"as Tickets option in your Facebook setup screen.
You can choose to convert all page posts as tickets or convert only those matching your search keywords.
Once a post gets converted into ticket, you can track it under the Tickets tab in Zoho Support. When the ticket is assigned to an agent, they can directly respond to it. Responses would be added both as a conversation to the customer’s post and also threaded to the ticket in Zoho Support.
If you have multiple departments activated in Zoho Support, you can capture your Page Posts as tickets in one of your chosen department.
To choose department, follow the steps mentioned below.
You can view all the Facebook Posts under the Social tab in Zoho Support. If you have more than one Facebook Page, you can toggle between them from the left panel. Also you can post a reply or convert a post into a ticket if not done previously. If a post has been converted to ticket, click Show Ticket to view the same under the Tickets Tab.
You can also click a Facebook User, to display their recent posts on the right panel.
You can add a Facebook user to a contact in Zoho Support. This would help you to view the complete history of tickets received from the contact. Also you can support your customers via regular e-mail.
To add a Facebook user to a contact, follow the steps mentioned below:
You can find the Facebook URL of the user added to the Contact in Zoho Support.
You can automatically assign the tickets created from Facebook posts to agent by using Workflows in Zoho Support. To setup this Workflow, follow the steps mentioned below.
This workflow ensures that all the tickets created from Facebook are assigned to the agent.