Bringing the Heat to Social Insights: Viralheat and Desk.com

There’s no denying that social media is now connected to nearly every aspect of our daily lives. Facebook, Twitter, Pinterest and Tumblr have become the defacto methods we use to keep up with everything that matters most to us. And customer service is no exception to the social media explosion. Today’s customer now flocks to social channels to not only ask questions, but to also share thoughts with – and about – their favorite (or least favorite) brands.

Capturing that sentiment across social channels is critical for companies to better understand customer intent and, as a result, deliver better customer service. That’s why we’re thrilled to announce a new integration with Viralheat, a leading social management platform that specializes in sentiment and intent analysis.

The Viralheat integration for Desk.com allows support teams to export mentions from Twitter, Facebook, Linkedin, Instagram, Tumblr, WordPress, Pinterest, blogs and video sharing sites directly into Desk.com and automatically create tickets. With Viralheat’s in-depth sentiment and intent analysis, agents can quickly filter through their social feeds for negative sentiment or people looking for support, then export these specific mentions to Desk.com. This makes it easier for community managers to streamline their social media activities and get deeper insights on which customers need immediate attention.

Learn more about Viralheat below and check out the new Viralheat for Desk.com integration on our apps page today.

Viralheat is the social monitoring and management platform that provides enterprise businesses with tangible results from real-time, actionable social data, through a single tool. For more information on Viralheat, visit: www.viralheat.com

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Bringing the Heat to Social Insights: Viralheat and Desk.com