SOURCE: Assistly, Inc.

Assistly, Inc.

February 16, 2011 13:52 ET

Assistly Enhances Facebook's New Business Pages

Customer Service Delivered Directly From Assistly's Platform, Offering a Straightforward Way for Businesses to Meet Growing Demands for Social Support

SAN FRANCISCO, CA--(Marketwire - February 16, 2011) - Assistly, the most progressive web-based customer service and social CRM platform announced its Facebook strategy today, coinciding with Facebook's own business page roll-out. This furthers the company's mission of helping forward-thinking companies deliver Customer Wow.

Businesses of all sizes are building relationships with their customers on Facebook, with its 600 million users worldwide. The powerful social network this week introduced new features reflecting the site's elevation of social business, and now Assistly makes it easy and affordable for these companies to have a customer service presence on Facebook.

"Facebook's recent updates to its business pages shows their increased commitment to helping businesses build deeper relationships with their customers," said Alex Bard, CEO of Assistly. "The floodgates are opening. Customers will now expect and demand companies to have an active customer service presence on Facebook, putting more pressure on businesses to deliver awesomely responsive support."

Assistly's release of Facebook support helps businesses efficiently manage their customer conversations on Facebook along with all of the other ways in which their customers communicate with and about them. As companies and customers shift to social sites like Twitter and Facebook, customer service and support will need to be able to respond effectively. Customers using the Assistly customer care platform can now monitor and respond directly to Facebook wall posts from a single screen along with other channels like email, live chat, phone, FAQ, and Twitter.

Consolidating support in one place with Assistly means that any employee using a web browser can provide customer support in a consistent fashion, managing workflow efficiently and quickly from the Assistly collaborative desktop.

"We're psyched to support our customers on Facebook with the same ease as we support our customers on email and Twitter," said John Rote, Community Manager for Assistly client, Bonobos. "And now we can tie our marketing efforts into our customer service strategy and drive high-level interactions on Facebook -- without worrying about things falling through the cracks."

More benefits using Assistly to provide customer service on Facebook:

  • Increase customer retention and loyalty by providing a consistent level of service where customers demand it.
  • Improve overall community sentiment -- your fans can share their service experiences with their Facebook friends.
  • Get out ahead of competitors and involve customers in your decision-making processes. Offer and solicit opinions, advice, and disseminate information in a conversational and friendly environment. Co-creation is one of the main strengths of the customer relationship.
  • Foster advocate and evangelist relationships and put your efforts into these important populations.

"Your customers are engaging with your brand everywhere on the internet," Bard notes. "Service and support must now reach across the old definitions of CRM, social CRM, and help desk in order to meet expectations and deliver Customer Wow Service transparently and in real time."

About Assistly
Assistly builds customer service and support automation tools using a Web-based platform that integrates traditional support channels (email, FAQ, chat) with social media channels (like Twitter and Facebook) through a collaborative desktop and airtight case management system. Assistly helps progressive companies provide consistent world-class service and support across multiple channels, in real time.

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