I am sorry for such a newbie question but would be very grateful for some insight.
I want to use Zendesk for a social media response offering. However, I am unclear as to how Zendesk's social media capabilities and open API works.
- I currently use a 3rd party social media aggregator to send and receive social media messages to customers. If I onboard Zendesk, do I still need the social media aggregator to plug into Zendesk - or - can I do this all via Zendesk without the 3rd party tool? (Thereby having one software as opposed to two).
- We need to be able to create different rules to prioritise different groups of messages, based on keywords. Is this something that Zendesk can do?
- Does Zendesk have the ability to pull-in sponsored content/ads from social?
- What drawbacks are there when using Zendesk for social media management?
I really hope this makes sense! Thank you so much in advance for your time.
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