Response from the PM team
A warm thank you to all who joined our February 14th roundtable focused on Posts within Social Channels. We sincerely appreciate the rich dialogue and thoughtful questions you shared. Below, please find key takeaways from the event as well as an event recording and deck.
The Social Channels Team is clear in our focus to modernize our offerings to better meet the market and your needs.
Check out the recording and view our plans for releasing these features and other updates:
Changes you won't see but will notice
Improved efficiency and reliability are top of mind for you and us. As we continue to make improvements you will notice no more 7 day content limits, dynamic and boosted ad support, newer architecture, decreased latency, and increased reliability. All of this to promote better agency efficiency and customer experience across the board.
Changes you will see
We are excited to bring better moderation on Meta Channels including hide post, delete posts, and block users/unblock users from within the Zendesk ticket.
Better integration into Zendesk
The Zendesk Collaboration Gateway provides faster, more reliable integrations for customers seeking to incorporate their collaboration tools into Zendesk, simplifying the process by automatically managing incoming payloads and directing them to the appropriate destinations.
This and other feedback has been taken and added to our near and long-term roadmap to deliver. We look forward to hearing how you are engaging with these updates.
Group feedback discussion
During our call we turned to you, our users to tell us more about what you would like to see from our work ahead and an overwhelming amount asked us to improve our current feature offerings with better enhancements. Here is some of what you said:
Key takeaways
Native Integration Requests:
- Eliminating the need for third-party systems by integrating social channels into Zendesk was emphasized.
Agent Productivity with Social Channel Tickets:
- Analytics for ticket prioritization, especially for posts with high reach, was a noted requirement.
- Better identification of end user reach, followers, post to page etc.
Social Advertising Integration:
- Incorporating social advertising functions into Zendesk, like Facebook Ads Manager, sparked considerable interest.
- The ability to manage historical ad content is seen as a beneficial addition.
- Inclusion of data on reach and influence for ticket prioritization was deemed valuable.
AI and Automation in Social Interactions:
- The integration of AI for smarter social support is eagerly anticipated.
- The accuracy of AI responses remains a focus area for refinement.
- Sentiment analysis to enhance social interaction management was proposed as a valuable tool.
Thank you and looking ahead
We're thankful for the invaluable perspectives shared, shaping the evolution of Zendesk's social interaction capabilities. As we move forward, your continued feedback is vital in shaping a platform that empowers exceptional service delivery across all social channels. Watch this space for updates and progress on this developing product area.