HelpConnection.NET Customer Service Software Launches New Twitter Capture Technology


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New knowledgebase software technology offers Twitter integration – a new way to track what people are saying through Twitter.

WINNIPEG, Canada –, a web based customer service software company, launches Twitter capture technology with its version 3.0, giving Web site owners a solution to tracking results on the popular social media site.

“We are very excited about this new version,” said Colleen Wilson, co-owner of “Instead of waiting for customers to contact your company, with this software, you can find what they’re saying online about you, and you’ll be able to respond to them before they even contact you.”

Wilson said the responses will simultaneously be broadcast to the Twitter audience, which could potentially be seen by thousands of customers at the same time.

“As an added bonus,” Wilson said, “Twitter is crawled regularly, so any news or links you post will bring traffic to your Web site and provide great public relations. The use of social networks to proactively support your customers is a whole new way of providing customer service.”

The Twitter capture will make it easier and more time effective than just using Twitter alone.

“With HelpConnection, you’ll have a record of important Tweets, stored together with all of your other tickets and internal projects,” Wilson said. “And you will have the Web-based utility that you’ll need to track progress. You’ll be able to work on Tweets over a longer period of time, respond in more than 140 characters with links to the longer answer, and a place where you can see the work of all of your customer support personnel in one place.”

The Twitter integration will allow users to:

  • Define a Twitter username and password for each agent and define any number of keyword phrases that you want to track.
  • Control and limit certain support agents from being able to Tweet at all.
  • Find and read Tweets about your company, products or industry. You can set as many keyword combinations as you want, and the searching is done right from the customer service software.
  • Tweet and reTweet directly from the customer service administration, whether responding to an existing Tweet, or broadcasting your own news.
  • Capture Tweets (probably the most valuable of the new software features) that directly apply to your company, products or industry, which can include queries, service, suggestions, complaints or testimonials.

“With, you can convert any Tweet that is important to your group, into a ticket. Now, with the Tweet information securely recorded in your own database, you can use the ticket to write longer responses with a link to the online response in your Tweeted response, or use the ticket internally to improve your product or processes,” Wilson said.

About HelpConnection.NET is the software development company that offers IT customer service support systems including this Twitter customer service for small to large business Web sites. The established software company is run by a support team that truly cares about its customers, and offers a free, 30 day trial. For more information, or to try an online demo of HelpConnection.NET v3.0, visit the with Twitter Capture – Demo

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  1. This new software is appearing at an important time. As companies are evaluating how to get started in social media, beginning the effort in customer support and service areas is common. During an assessment phase of a social media strategy that I perform, we search for trends, issues and sentiment by people talking in social media space. We find that people are talking about lack of services, problems with products, or unhappiness with the customer support they received as the most common.

    The trend is growing for B2B market to be on Twitter. With tracking software to capture and listening you have created more actionable methods. I look forward to hearing more and seeing a demo of the product for possible review and due diligence for clients.

    Wendy Soucie


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