Most social media tools are built for marketing, not customer service. But smart companies know social media isn't just about creating buzz, it's also one of...
most social media tools are built for marketing, not customer service.
but smart companies know social media isn't just about creating buzz, it's also one of the best ways to build lasting relationships with your customers and keep them happy.
too bad 99% of social media management tools simply aren't designed for customer support...
with tools like sprout social, hootsuite, and tweetdeck you end up weeding through hundreds of retweets, follows, and social shares to find the support requests you need to answer. not to mention their workflows and reports are built for marketers, not customer support.
that's where respond comes in.
respond is a social customer service tool from the folks at buffer. and it's used by support teams at companies like slack, help scout, stripe, trello, github, wordpress, and more.
it's their help desk for social media. and it's powerful filtering system has really helped them cut through the noise on social so they can focus on supportrelated conversations, process their queue quickly, and provide a great support experience for their customers.
respond pulls all your mentions, dms, searches and filters them into one inbox for your team to tackle with all the features you'd expect (like collision detection, tags, internal notes, and the ability to assign conversations).
you can also run reports such as time to first reply, new conversations per hour, total conversations, specific team member activity, and more. you can export all your data to csv and they also have an api you can connect to your own internal dashboards.
and last but not least, but you can also use emoji's to add a touch of personality to your replies!
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