It is not that efficient in being able to pull in specific customer service metrics, in a non-manual way, that shows the effectiveness of teams and individual responses.
The platform itself, which is web-based, has always seen a constant performance issue, where the system will lag or certain features will perform slowly. This is something that has been on-going and though improved over the past year, is still an issue.
We picked the Spredfast platform at the time when we conducted a search for a social customer service tool because it allowed us to deploy it across a team of associates. The product has workflow capabilities that allow us to assign questions on our social channels to specific team members.
It is as long as you have a certain level of understanding of social and social customer service platforms as a whole. This approach for other users is contingent on this understanding to be effective.