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Viralheat Connects Social to Customer Support

Posted on 3.18.2014

Viralheat is making it easier for its clients to focus on customer service, thanks to a new partnership between the social media management platform and Zendesk.

The partnership allows brands to connect their Zendesk account to the Viralheat platform in order to create and manage support tickets for mentions on social networks. Plus, brands are able to input user information, include notes for support teams and reply to queries and tickets from connected social accounts.

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“We incorporated Zendesk into our platform so our clients could take advantage of the converging fields of social, sales, and support,” said Viralheat CTO and co-founder, Vishal Sankhla.  “The volume of online conversations surrounding businesses and large brands continues to grow, and many of these conversations detail a consumer’s issues, questions, and feelings of satisfaction or dissatisfaction with a particular brand or service.” 

The Zendesk partnership comes after Virallheat’s announcement of its Salesforce integration, which helps Viralheat bridge the gap between social, sales and customer service. It is also important to note that the Zendesk integration is available on all Enterprise plans.

“We’re proud to be a part of Viralheat’s efforts to bring social, sales, and support into one functional and efficient tool,” said Eric Shen, partner/integrations manager at Zendesk. “Viralheat’s integration improves efficiency and accuracy by eliminating the inefficient steps of marketing and support teams passing conversations to each other through email. Now businesses have the chance to track and manage social, sales, and support in one application.”

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