Social media and livechats in one unified inbox
Respond efficiently to (customer) questions, online mentions, and reviews. Manage all interactions and mentions quickly and adequately from the user-friendly inbox within your webcare team.
- Everything in one inbox
- Assign cases instantly
- Shorten response times
One unified inbox
Receive all incoming messages from Facebook, Instagram, LinkedIn, X, TikTok, Google My Business, and more in the same inbox. Besides, Coosto seamlessly integrates with:
- WhatsApp Business: Respond to incoming messages via Whatsapp Business in the Engage inbox.
- Livechat: Integrate your livechat solution with Coosto and respond swiftly to all questions on your website.
- Salesforce: Thanks to the integration with Salesforce Service Cloud, you are able to ensure a 360 degree customer experience.
Increase your customer satisfaction with these features
Automatic case assignment
New cases are directly assigned to available webcare agents for optimized case completion
Quick replies
Use answer templates and increase the response time on frequently asked questions
Internal notes
Increase team coordination with internal notes in all conversations
Sentiment analysis
Check the sentiment of the conversation at a single glance and adapt your tone-of-voice
Author information
Check the number of followers, the reach, and average sentiment of accounts
Conversation history
Take earlier communication into account thanks to complete conversation history
Dashboards
Analyse reaction speed, case completion and other relevant KPIs in one glance
NPS score
Track customer satisfaction thanks to quick customer feedback after case completion
Service level
Analyse the percentage of (first) replies and completed cases within the deadline to optimize your service level
Real-time notifications
Receive notifications for new incoming reviews and respond directly
Case tagging
Automatically add labels to conversations to categorize and measure webcare effectiveness
Custom feeds
Receive relevant mentions from other accounts thanks to personalized search queries
Get started with Engage
Our webcare and customer service experts would love to discuss the possibilities of Coosto with you.
During a demo you will see, among other things:
- Everything you need to know about webcare, based on thousands of use cases
- Our expert will show you around Coosto’s webcare and customer service tooling
Explore more of Coosto
Frequently asked questions
Which channels can I use to engage with customers via Coosto?
With Coosto, you receive messages from Facebook, Instagram, LinkedIn, X, TikTok, Google My Business, WhatsApp Business, and live chat in one clear, organized inbox. In addition, reviews and mentions of your brand name or relevant keywords also appear in the same inbox.
Does Coosto support an integration with Salesforce?
Yes, Coosto’s integration with Salesforce Service Cloud combines the power of social media data with the number one CRM system. Integrate real-time social media data into Salesforce Service Cloud to deliver the best omnichannel customer experiences across all channels. This way, you can engage with customers even more effectively.
How does Coosto boost webcare efficiency?
With its convenient overview, each webcare team can manage various cases easily and efficiently. You can see exactly which cases are still open, which are in progress (and by whom), and when they have been completed.
Receive notifications for new incoming cases so you can address them immediately. A case is instantly assigned to a webcare team member once it is picked up, ensuring an efficient workflow within the team.
How do I ensure an optimal customer experience with Coosto?
For each case, the conversation history and details about the author (such as follower count and influence) are displayed. This helps you personalize your responses and ensures that cases are handled quickly, efficiently, and appropriately.
When a webcare team member hands over a case, the context and background information are immediately visible to colleagues through internal notes and conversation history, so you always communicate as one team with the customer at the center.
How do I automate processes for more efficient webcare with Coosto?
With automatic case assignment, incoming messages are immediately allocated to available webcare team members for quick and efficient handling. Thanks to webcare dashboards, you can enhance your service based on data-driven insights.
Why is webcare important for my business reputation?
Webcare directly impacts your organization's reputation with (potential) customers. Proactively responding to social media or reviews demonstrates your customer-focused and trustworthy approach.
On the other hand, a lack of a webcare strategy poses a threat: negative messages can spread quickly and could herald a reputational crisis. Consistent and transparent webcare demonstrates your organization's openness to feedback and commitment to helping customers find appropriate solutions. This increases the trust of (potential) customers and stakeholders in your brand.
