Item: Shoutlet (Discontinued)
Rating: 4
Author: Emma McCann

Overall Satisfaction with Shoutlet

Use Cases and Deployment Scope

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.

Pros and Cons

Pros

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.

Cons

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.

Return on Investment

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.

Likelihood to Recommend

All in all Shoutlet has unique benefits, but its fair share of negative aspects. The support received from our contact when we had any questions or concerns was always great. When it comes to Social Customer Service Management, I feel like this system is geared towards the management of smaller accounts being used between a low amount of people. Things start to get somewhat difficult when attempting to have multiple users working with a large number of accounts.

Using Shoutlet

Likelihood to Renew

There are great functionalities for Social Marketing that I can't speak on. Our team has grown to like this system and if renewed it will be for these features solely.

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Shoutlet - A Great Start to Social Servicing

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