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Social media management tool Hootsuite has unveiled Inbox, a tool for social media managers who want to streamline their workflows and improve customer experience on social.
“As the global leader in the social media management space, Hootsuite understands the wild nature of social and the flurry of messages and conversations that social marketers are constantly struggling to manage,” Hootsuite said in a media release.
According to Hootsuite’s 2023 Social Trends Report, 49% of organisations make social customer service the responsibility of the marketing team, while 40% of consumers expect brands to problem-solve in the channels of their choice (e.g., Instagram Messenger).
This means, many marketing teams today have also become customer service agents and address their customers’ inquiries within the social channels they live on.
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As social media managers see customers increasingly turn to private messaging for customer service inquiries, Hootsuite developed an Enhanced Inbox to enable timeless and seamless social inquiry management. Inbox encourages efficient collaboration among internal teams and offers a suite of features to streamline responses and speed up service.
“Our social team polled customers to understand their pain points on social, and what we heard was that our customers’ greatest struggle is not being able to engage with their customers and respond to inquiries 24/7,” said Natalia Williams, Chief Product Officer, Hootsuite.
“Our product development strategy has been deeply anchored in making our customers’ day-to-day easier. Upgrading our Inbox tool to simplify, accelerate and empower users to provide exceptional customer service and ultimately propel their business growth takes our commitment to the next level.”
Inbox provides a centralised platform for social media marketers to manage all direct messages, with new embedded functionalities that make responding to inquiries more efficient, without jeopardizing a quality response.
SMMs and customer service teams can now easily collaborate with multiple teams to quickly resolve customer messages, automate service, offer social value and protect their brand.
“Prior to using Hootsuite’s new Inbox, we didn’t have a social care team,” said Santiago Garcia Solimei, Global Head of Social Media & Brands PR, Meliá Hotels International.
“Now we have dedicated resources answering users through over 500 social media accounts, allowing us to be unified in our brand voice across the board,” Garcia said.
