A robust tool that helps us reach out to potential customers

What are the best aspects of this product?

User Interface is very robust and is capable of handling large amount of content in real-time. It is also effective in filtering Facebook posts or Twitter tweets that needs to be responded to on a priority basis, saving a lot of time in the process. It is designed in a visual way so one can easily track the flow and find out when the issue gets resolved. It also integrates well with Salesforce, and therefore lets you see if the cases actually originate from product fans.

What aspects are problematic or could work better?

it is able to determine if someone is accessing it from a mobile device nor does it specify whether the mobile device is a phone or a tablet.

What specific problems in your company were solved by this product?

We use it to reach out to potential customers and serve the existing customers in a better way to increase the social media community users. At a particular time, a single agent gets assigned to a conversation with a customer. The good thing about it is that it stays with the agent till the conversation gets completely finished.

Are you a current user of this product?

Yes