Public contact that doesn't stop at replying
Bring online questions from the public together, distribute conversations within your team and schedule social media communication for your target groups. With Coosto you see which questions need follow-up, what you are going to publish and how your team handles conversations.
- Bring conversations together
- Align your posts
- Share results
Align communication with incoming questions
Questions come in through various online channels, while your team publishes information itself. Bring those questions together and see what you have already scheduled. Then you can decide which questions need a personal answer and which information you want to share more widely.
This gives colleagues concrete input for new posts and lets your scheduled communication respond to what people are asking.
Use results to adjust your approach
See how quickly your team answers questions from the public and which posts get reach or engagement. Those results help you decide where case handling needs attention and which content you want to look into further. Use dashboards and reports to discuss this with colleagues. You can then make clear agreements about follow-up and new posts, and explain your choices to others involved.
Hand over conversations with the right context
Assign questions from the public to a colleague in Engage and add internal notes. With the conversation history, that colleague can read back what has already been discussed and tailor the follow-up to it. You don't have to hand over the exchange separately.
You can also schedule social media posts in Publish and have them approved before they are published. Colleagues can check the content and discuss changes before the post goes live.
Tips
Engage: one inbox for all your online customer contact.
How Coosto supports public contact
All conversations together
Handle questions from supported channels in one unified inbox, without constantly switching.
Clear handover
Give a colleague the context for follow-up with internal notes and conversation history.
Plan posts together
See what is scheduled and let colleagues approve posts before they are published.
Share results
Share dashboards and periodic reports to discuss case handling and content.
See how to organise public contact
See how your team handles questions from the public, hands over conversations and prepares social media posts. We also show how you track and share results. The demo is tailored to public contact and communication within your organisation.
During a demo we show you:
- Handling incoming questions in the unified inbox
- Assigning and handing over conversations to colleagues
- Scheduling and approving social media posts
- Viewing and sharing webcare and content results
Frequently asked questions
What is webcare?
Webcare is answering and following up on online questions, comments and conversations. In public contact, this covers questions people ask your organisation through social media or other online contact channels, for example.
Can I use WhatsApp for public contact?
Yes. You can receive, assign and follow up on WhatsApp Business conversations in Coosto Engage, alongside conversations from other supported online channels.
Can website visitors also get in touch through a chat?
Yes. With the Livechat integration, visitors get in touch through a chat widget. These conversations arrive in Coosto Engage, where you can answer them and hand them over.
What does a colleague see when taking over a conversation?
Engage supports conversation history, internal notes and labels. A colleague can read back earlier messages and use the recorded context for the follow-up.
Which webcare results can I track?
Engage offers dashboards with reaction speed, case completion and service level, among other things. They show how quickly your team responds, which conversations have been handled and to what extent your team meets the service standards you have set. Report also supports analysis and reporting of webcare performance.
