Chrome Boosts Online Social Monitoring with HootSuite Enhancement
March 19, 2013
By Nicole Spector
, Contributing Writer
One of the perks of social media sites Twitter and Facebook (News - Alert), is that they provide a way for brands and clients to bounce messages back and forth. Ideally, a company can respond to a customer's complaint or problem (or hey, maybe even a compliment) in real-time. But, as recognized by Google in its latest Assignment for Chrome in its HootSuite extension, the ideal isn't always the case, and sometimes companies are going to miss the opportunity to instantly meet social demands. Some demands may fall through the cracks altogether.
HootSuite Pro and Enterprise users can now expand their online social monitoring capabilities throughout their organization, so that social messaging duties can be assigned among a specific group of people, or an individual.
This function can come in handy in making sure every issue brought up in social media is efficiently addressed by the appropriate person or department. Someone in sales, for instance, can be assigned the task of replying to social messages that are sales-related, while PR requests can be dealt with by a public relations staff member.
The assignee is automatically alerted of a post with an e-mail notification that prompts them to view the post within an in-browser pop-up menu. The assigner, meanwhile, can track and monitor the progress of each assigned post so that no Twitter (News - Alert) or Facebook message disappears or goes unanswered.
When an assignee completes the task, he/she flags it as resolved, so that the assigner can just blaze down the screen to see what has and has not been taken care of.
The new feature is available for download now.
Edited by Brooke Neuman