Add Social Support functionality
Social is more than just a marketing channel, Social Support too is an important aspect and Oktopost needs to provide functionality (like SproutSocial) to allow us to:
- Integrate with Service Management systems e.g ZenDesk
- Inbox Management - ability to create 1 stream containing Linkedin Comments, Twitter Mentions/Direct Messages, Facebook Comments/Mentions and Google+ Comments/Mentions. Ability to Mark as "Done"
- Response Allocation/Routing and Prioritisation - Ability to allocate posts/responses to certain teams or members and rank priority/importance.
- Supervisor Visbility - Ability to view staff's activity
- Reporting - Speed of response, number of posts responded to
We’re happy to announce that Oktopost now has a Social Support functionality!
Integration, Inbox Management, Assigning, Escalation and Reporting are now available from the platform.
You can learn more here:
Is this available in current accounts or we need to contact someone about this? Looking to integrate with Livechat is this possible?
Steve Johnson commented
Yes! I was about to create a new post but this almost sums it up. Under Inbox Management, I want to see the ability to respond to Facebook and LinkedIn replies directly in the stream or inbox. And I don't mean just reply to your own post, but reply to someone's comment. This can't be an API issue if several other tools offer it. I can't recommend Oktopost to my agency clients if these basic Social Engagement and Support features aren't available.
AdminLiad Guez (Team Member, Oktopost) commented
Great feedback! Anyone else looking for the same capabilities?