Social customer care: Zendesk’s ‘nifty’ real-time support map


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I came across Zendesk’s ‘nifty real-time support map‘ a moment ago. What I found fascinating was how they had taken a number of different applications and mashed them together to create ‘something more’: geo-location, real-time data, geo-coordinates and Google Maps.

What was even more fascinating to me, is how this ‘nifty’ concept could be taken further. What if you could show waiting times in the different locations, resolution times, names of the people dealing with the issues, the types of issues being dealt with, related issues, the ability to rate or recommend agents, the ability to offer help either virtually or physically if you are in close proximity, contact details of not only the people raising the tickets but the people resolving them and allow them to chat to each other, display live chat or #Zendesk Twitter streams alongside the maps, this could be extended to specific Zendesk #customer service hashtags… now that would be ‘nifty’!

Republished with author's permission from original post.

Guy Stephens
Guy is a social customer care trainer/consultant who has been in the social customer care space since 2008. He is also the Co-founder of Snak Academy, which provides online social customer care microlearning for individuals and SMEs.


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