If you are frequently responding to customer support issues via Facebook and Twitter, the updated Zoho Support app may just be exactly what you need to make the process less time-consuming and more effective.

Online app provider Zoho’s updated customer support app now integrates with both Facebook and Twitter. The new integrations enable businesses to quickly and easily monitor, route and respond to support requests on both social networks. 

Users that leverage these new features will be able to provide their customers with unified Facebook and Twitter support from one central location, capture social interactions such as tickets, obtain notifications when an increasing number of tweets contain specified escalation keywords, as well as automatically direct specific keywords to specific support agents or teams. 

Social media is a powerful tool that can affect a company’s reputation if not closely monitored. By becoming proactive and emphasizing strong customer support via these channels, brands have the opportunity to build their customer bases as well as loyalty among their current customers.