Social Media Simplified with Zoho Social: Address your social media engagement promptly

Owing to the widespread use of social media for businesses, customer service is also becoming really important. Customers expect quick responses to their queries online, and being available around-the-clock just helps in making their experience personalized and trust-worthy. Since these interactions are available to the public, it's also important how well you portray your brand in front of your audience. Prompt and helpful responses to your customer queries go a long way in enabling you to achieve customer satisfaction and in being proactive with your communication.

With the vast amount of engagement you receive every day for your social posts, how can you keep track and respond to the interactions that need your attention? Some queries are best handled by your support executive, so as a social media manager, how do you ensure you give your best while responding to such queries? In this scenario, to avoid to-and-fro communication between the social media team and the customer support team, you can integrate Zoho Social with Zoho Desk and convert social media queries directly into tickets!

With the Social-Desk integration in place, you can ensure that your team is equipped to handle queries at any time, and you can also provide a single platform for all these inquiries to be unified and to be taken care of by the concerned team.

Let's say your cafe is hosting a bake sale, and you're inviting people to participate by announcing it on your Facebook Page. Interested bakers are engaging with your post by posting comments and asking about the sale and how they can be a part of it.

To handle all these queries, you can simply convert them into tickets and reach out to them with the necessary details. Head to the Live stream dashboard on your homepage, click on the engagement action that you want to see in detail, click Convert to ticket, choose the department you want to create the ticket in, and that's it. Your ticket has been created.

You can also do the same from the Monitor tab by clicking on the engagement, and then clicking Convert to ticket. Once the ticket is created, you can monitor it from Zoho Desk.

You can convert your messages into tickets directly from the Messages tab as well.

Let's say you're receiving a lot of queries regarding your bake sale on your social profiles—there's an easier way to handle this. You can automate the action of creating tickets by creating and defining keywords under Settings -> Ticket Creation. You can choose what type of posts you want to convert into tickets automatically and add the keywords next to the specific department. In this case, you can add the keyword bake sale. So any query about the bake sale is automatically converted into a ticket and saves you the hassle of going through each one.

You can monitor and keep track of all the tickets you've created from Social in the Reports tab.

Level up your social media support with the Zoho Social-Zoho Desk Integration. Give it a try now!

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