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While the leaders predict that every company is now a media company, I'd also argue that every company also requires great customer service and response. If there's one issue that can derail your social media marketing efforts, it's not responding effectively to customer service requests.
Help Scout provides a platform for scalable customer support without the complexity and management of a full help desk platform. Help Scout is invisible to customers and scales like any other help desk, but the customer experience is personalized like a normal email. The platform has collaboration features that boost team productivity and allow you to keep your team on the same page while delighting customers. Reports are also included, putting actionable support metrics at your fingertips so you can track performance over time.
Perhaps the strongest feature of Help Scout is the ability to make complex workflows for auto-responses, routing and assignment, and additional activity.
Additionally, Help Scout offers some integrated add-ons like an Auto Reply Filter as well as third-party integrations with Campfire, Capsule, Google Apps, Highrise, HipChat, Hively, KISSmetrics, Klaviyo, Nicereply, Olark, Snap Engage, Voicemail, Zapier and 180+ other web services. You can also build your own custom application with their API and webhooks.