#freshdesk, cloud based help desk software has launched private customer support by providing support for Facebook messages on brand pages.
Up until now, the only way for an individual user to talk to a business on Facebook was “in public”, by posting directly on the timeline. Now users can talk to the business both in public, and go “off the air”, through messages on the same social platform. (Facebook brand pages had this functionality for quite sometime, as updated by Shree Kant in the comment section).
Freshdesk automatically converts these Facebook messages into support tickets that agents can respond to. Also, this Freshdesk integration allows businesses get all the details they need without compromising the identities of their customers.
Posting publicly is great for consumers looking to share opinions and experiences about a brand, but many questions and support issues can be personal in nature, and customers have made the mistake of posting bank numbers, passwords, login details, credit cards, and all kinds of sensitive personal information in the wrong places.
Using the Facebook brand integration, consumers no longer have to worry about disclosing personal information on a public platform, decreasing the risk of identity theft and creating a safe platform for customers to interact directly with brands.