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News : Hootsuite Bringing Voice Integration to Social Customer Service
Sept 25, 2014 -- Hootsuite’s social management platform is about to add a powerful tool for businesses that use social media for customer service: the telephone.
By the end of the year, Hootsuite plans to give businesses the ability to offer customers complaining on social media, the chance to call customer service directly about the issue.
And, as anyone who has been caught in customer service hell will appreciate, the call center will be provided with the original complaint, saving the consumer from having to repeat it.
Bringing telephone access to Hootsuite is being made possible by the company’s acquisition of startup Zeetl, which Hootsuite announced along with a round of venture capital funding.
Hootsuite CEO Ryan Holmes said the new funds will allow it to continue to service its users. It’s also obviously using the cash to acquire companies to help it add features to its dashboard. Earlier this month, it bought Brightkit and rolled up its social campaign creation features into its enterprise offerings.
Hootsuite is testing the Zeetl phone integration internally and with a few customers now and will launch a wider test in the next several weeks, the New York Times reported.
Posted by Veronica Silva Cusi, news correspondent
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Published: Monday, September 29, 2014