HootSuite is one of the most popular account management tools for social media managers, and even for small businesses and individuals who are committed to staying on top of their social media presence. Now, thanks to a collaboration with ZenDesk, it is about to get even more popular and useful.
In the past, angry customers simply picked up the phone and complained to a representative from the company. These days, making their voice heard to the company, alone, is not enough. Many consumers are taking their complaints to social media, making sure that the company and the world hear them, publically shaming the company for their service (or whatever it is that the complaint happens to be about). As these complaints multiply, social media managers find themselves spending more time putting out fires than they are spending branding, and, as this shift occurs, the abilities of social media management tools must evolve.
Now, HootSuite users can effectively handle customer complaints. The program allows them to create, edit and share customer support tickets that originate from social media platforms. Beyond that, it becomes a CRM tool by allowing users to assign tickets to team members and add information, like priority level. Keeping these tickets organized prevents complaints from slipping through the cracks, which is a concern even for small businesses, but, for national brands that are on social media, this is becoming an increasingly frightening (and consequential) possibility.
While companies may not be able to remove the stain that comes from such complaints, having the proper tools to handle them ensures that the complaints don’t escalate, turning into either a social media storm with far more serious and lasting accusations being hurled, or turning into a consumer who is angry enough to write a review on a third-party site or lodge a complaint with an unforgiving site like RipoffReport.
Edited by Rachel Ramsey