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Customer Support Helpdesk via Social Network

This is a Social Media Era where everything is linked with Social Network. The number of social network users worldwide is 2.34 billion ( Source)  and the percentage of U.S. population with a social network profile is 78% ( Source ). Name anything and it will be on the Social Media Platform. It is the most powerful medium to promote your Brand among millennium users as all are connected via Social Media. It is a platform where you can get all the updates around the world on your smartphones and system.

Social Media is such a powerful tool in terms of creating branding for your Business. All the Business information, pictures related to business, users are displayed on the Social Media page of that company. If you want to see how good is one company, you can visit its verified or Authentic Social Media page.

Let’s talk about the eCommerce Sites, then Social Media plays a considerable role in the promotion, communication between the customers and sellers, providing the updates like discounts, credit points, etc. If you have your eCommerce Store, then you should promote it on Social Media as you will have immense coverage of customers and other users. The customers and the sellers are connected through the Social Networks. One of the advantages of promoting the Store on Social Media is “Reviews”. There is a line “We all need people who will give us feedback. That’s how we improve” –  Bill Gates and this is true in all aspects.  In Social Media, the sellers around the world and the customers are connected.

Let us an example where a customer orders any product from any online eCommerce portal. If the product is hampered or if there is any delay in the delivery of the product then the customer may ask questions on the Social Media page of that online eCommerce portal. Instant reply or reply in a stipulated time from the Support team of eCommerce Portal may control the situation and the query of the customer can be resolved.

Main Concern-

Now, the question comes is “Are you able to provide ample support to your customers who post their queries over the Social Media”?  Are your customers getting the quality support, which they required? Is anyone supervising the support provided by the agents to the customers? Is any query left out by any agent due to any reason? Well, all these questions and one needs to monitor these points. If you are successful in managing all the queries of your customers coming from all platform then you will surely have many happy clients.

Solution-

Isn’t it would be wonderful if you had a Ticket System would convert the customer’s post into the Tickets or Customer’s Tweets into Ticket System? If you are thinking about such a Help Desk then I have a solution called UVdesk by Webkul.

UVdesk comes with two most important Social Media Integration-  Facebook App Integration & Twitter App Integration.  In Facebook App Integration, the comments & the posts of the users within the post of the company or individual post of the visitors will be converted into tickets and automatically forwarded to the ticket system of the company. In this way, you’ll never miss out a single conversation or requests of the clients. The admin or the agent can reply form their ticket system. If you are a new user not registered with us then your wall post will make you registered with us and in the next thread, you will see the link to access your UVdesk account. They can even login into their support portal and check the progress of their queries with their Facebook credentials.

In Twitter App Integration, all the tweets of the users will be forwarded to your ticket system and you can reply from there only without the need to login to the Twitter account. This app is surely a time-saver especially when you have piles of tickets queued up waiting for the response. It’s a chance for improving your business identity, reaching out to new customers and engaging potential customers for developing business relationships. As we know that Social Connection is important for any business and UVdesk helps in establishing and securing it. Both the apps provided by UVdesk is safe, secure and it follows the Standard Code Pattern. There would be no SQL Injection in your website and the data would be protected always.

Conclusion-

“It takes 12 positive experiences to make up for one unresolved negative experience”- ( Source: “Understanding Customers” by Ruby Newell-Legner ) and in eCommerce Industry, a negative review can have worst effect. So, it is better to avoid the reviews of dissatisfied customers by providing them a superior quality of support.  I hope you enjoyed reading this blog. Please feel free to contact us for more details or if you want to ask anything support@uvdesk.com

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