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.
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Respond quickly to every question and help potential customers find the best solution. Maintain a clear overview and collaborate efficiently with your team in a unified environment.
Easily measure your webcare results in real-time dashboards. Analyse reaction speed, productivity, and customer satisfaction in a split second.
New cases are directly assigned to available webcare agents for optimized case completion
Use answer templates and increase the response time on frequently asked questions
Increase team coordination with internal notes in all conversations
Check the sentiment of the conversation at a single glance and adapt your tone-of-voice
Check the number of followers, the reach, and average sentiment of accounts
Take earlier communication into account thanks to complete conversation history
Analyse reaction speed, case completion and other relevant KPIs in one glance
Track customer satisfaction thanks to quick customer feedback after case completion
Analyse the percentage of (first) replies and completed cases within the deadline to optimize your service level
Receive notifications for new incoming reviews and respond directly
Automatically add labels to conversations to categorize and measure webcare effectiveness
Receive relevant mentions from other accounts thanks to personalized search queries
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Thanks to the structured inbox of Coosto, we are able to handle all incoming messages more efficiently. This saves us a lot of time: the average case duration has decreased with 40%!
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Online visibility and personal customer contact are of high importance to our E-commerce company, especially to be able to compete in the highly competitive market. Coosto makes it easy for us to engage with customers on different (social media) platforms and offer personalized customer support.
Discover moreOur webcare and customer service experts would love to discuss the possibilities of Coosto with you.
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.
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.
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.
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.
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.
