Businesses Can Turn Facebook Into Their Customer Support HotlineDecember 16, 2011
by Matt Rosoff
So far, the Facebook platform has been mostly about consumers.
Game providers like Zynga, music providers like Spotify, publishers like the Wall Street Journal—all of these companies are using Facebook to reach as many end-users as possible.
Occasionally you get a company that caters to particular kinds of businesses—like RootMusic, which creates pages for music artists.
But Facebook hasn’t played much of a part in enterprise software.
Which is why today’s announcement from Zendesk was a little unusual. The company is integrating Facebook into its help desk product, so user comments on Facebook will flow directly into a company’s hep desk system. This allows companies to respond to complaints quickly before they blow up into a public relations crisis.
Zendesk is one of the new enterprise darlings that is taking a specific function formerly served by on premises software—in this case, help desk support—and moving it to a cloud based service. It’s got more than 10,000 customers, including big names like Sony, Groupon, and MSNBC, and tripled its revenue between 2009 and 2010.