Hootsuite Releases Enhanced Inbox For Digital Marketers

Hootsuite unveiled its latest and enhanced social media tool, Inbox. Inbox encourages efficient collaboration among internal teams and offers a suite of features to streamline responses and speed up service.

It provides a centralised platform for social media marketers to manage all DMs, with new embedded functionalities for responding to inquiries.

Inbox equips Hootsuite users to do the following:

• Manage conversations in one place with one centralised inbox for all public, private, organic and dark post conversations across social channels.
• Collaborate with multiple teams/departments by using message routing to assign responses to the right individuals and teams.
• Speed up response times, simplify, and automate service with saved replies, autoresponders, and auto-prioritisation of messages based on service-level agreements and response times.
• Connect to existing CRM, chatbot, and customer intelligence platforms.
• Get insights into performance.
• Add customer satisfaction surveys in customers’ languages based on business rules.
• Monitor potential crises by tagging, searching and setting up alerts to monitor conversations and catch potential crises before they occur.
• Keep the conversation going on the move by viewing, filtering, assigning and replying to conversations with Hootsuite’s mobile app.
• Combine social profiles across social channels and networks.
• Enable automatic language detection to trigger auto responders and automatically route conversations to teams with specific language skills.

“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 of Hootsuite, in a statement. “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.”

“Prior to using Hootsuite’s new Inbox, we didn’t have a social care team,” said Santiago Garcia Solimei, global head of social media and brands public relations at Meliá Hotels International, in a statement. “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.”