Find and resolve social support messages quickly and efficiently

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Find all customer inquiries by monitoring your social channels and mentions about your brand across global and regional networks.

Assign and tag posts automatically so messages reach the right person or team for a quick and efficient response.

Reply seamlessly with pre-approved responses or integrating with your CRM and help desk solutions.

Track efficiency through the time and number of touches it takes to resolve inquiries—by individual, team, or region.

Respond quickly to customers using chatbots and ensure messages requiring further assistance are seamlessly handed over to a human representative.

Do it with these Hootsuite products:

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Improve customer satisfaction through efficient collaboration

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Resolve issues faster by setting up automated rules and keywords to triage incoming posts.

Avoid duplicate responses by assigning messages to specific people or teams.

Improve customer satisfaction with social customer service training and social media education for your reps.

Do it with these Hootsuite products:

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We saw very quickly that people really appreciated that a brand talked back, that we listened to our customers, we listened to their problems and we tried to help them.

Andreas Maurer Head of Corporate PR 1&1