Shoutlet - A Great Start to Social Servicing
July 22, 2014
Shoutlet - A Great Start to Social Servicing
Score 4 out of 10
Vetted Review
Verified User
Software Version
6.0
Overall Satisfaction with Shoutlet
Shoutlet is used in multiple ways by Fanatics. My experience is mainly with managing social accounts for customer service needs. This program enables us to have multiple users between departments working together to ensure we are reaching our key audiences and proactively responding to customer concerns. Because Fanatics is the largest retailer of online sports goods, we manage hundreds of online retail stores and their social accounts. As a business Shoutlet allows us to address all of our customers' direct questions and complaints and stay active with our social users linking them to a direct source of resolution.
- I particularly favor the capability to archive comments per customer and attach privately viewed contact information for that person.
- The ability to like, delete, and retweet within the system with the click of a button!
- 'Assign task' is convenient to delegate issues of importance to be worked immediately.
- Many times upgrades caused bugs that stopped our teams from being able to respond to comments or view what was coming through as feedback.
- At the height of our peak season I found it difficult to delegate work to multiple agents in the same account due to the way feeds are run and the max results per page and the system duplicating results because multiple accounts are being pulled into one feed.
- Being able to pull all comments or 'tweets' made by one user for Twitter accounts mirroring Facebook functionality.
- Unfortunately our experience in the past year using Shoutlet through our peak season has led us to move towards a different route for customer service use. This system was unable to handle the amount of feedback we receive from our account.