It's the #1 frustration of a customer when contacting a support team: having to explain a problem over and over. That is why Coosto treats incoming messages as part of genuine, full conversations.
Just like in an IM app, there's no need to track records of previous conversations. You and your team can just browse chat history, notes or customer details for more real time information.
Categorize messages based on keywords or hashtags, to distinguish between complaints, questions or orders. These messages automatically end up at the department or specialist you assigned. This way everyone does what he or she is good at.
Additional advantage: Coosto keeps track of the number of messages per category, so you know precisely which subjects need attention. Happy team, happy customer.
Responsiveness, NPS, service level: measure your targets and capture the progress of your team per social media platform. Download reports or visualize and share the most important data in real time dashboards.
Take past conversations with your customers in account to service them even better.
Info about the number of followers, the influence score and a client's overall sentiment.
Automatically assign messages to the right person or department.
Receive reports about KPIs as response time and completed conversations.
Add memos to messages to share background information with colleagues.
Always keep in touch with your clients. No matter where you are.
Prevent duplicate answers by automatically claiming messages when you start replying.
Visualise and share the most important data in a real-time dashboard.
Link Coosto to your own systems and use it for your own analysis.
Easily forward messages to colleagues who do not have access to Coosto.
Install macros to execute multiple actions. All in one simple click.
View the degree of positivity or negativity of customer messages in one glance.