Hootsuite Social Customer Care

Highlights

• Delight customers with more context. Boost satisfaction with customer interaction history across social channels, plus preferences, sentiment, and more in Salesforce — making social media customer service more effective.
• Simplify with streamlined workflows. Agents can directly reply to social inquiries in Salesforce, improving workflows and collaboration between social and customer care teams for stronger social customer care.
• Save time with advanced automation. Lighten workload and respond faster with automated case routing, the top-rated AI chatbot, and tools powered by customer service automation and conversational AI.
• Streamline messaging, posting, and performance tracking. Save 3,000 hours a year with Hootsuite Enterprise — the no. 1 social media management tool for businesses excelling in social selling and social commerce.
• Easily share data between teams. Automatically share queries from social to customer support, so teams can instantly view key social data and interaction histories without leaving Salesforce.
• Create Salesforce cases in Hootsuite. Create cases manually or automatically and hand them off to agents with a few clicks for faster social customer care and better workflow efficiency.
• A 360° view of customer insights. Enrich CRM profiles with social data like interaction history to help teams understand customers better and drive more social selling and social commerce opportunities.
• Give teams valuable insights and productivity gains. Equip customer-facing teams with fast, accurate responses powered by customer service automation and conversational AI, while improving onboarding and productivity.
• Manage customer engagements in one place. View inquiries across multiple social channels and respond with automation features in a single social media customer service tool while strengthening data and security compliance.