We can interact with our customers from one place

What are the best aspects of this product?

Social Studio allows you to create Salesforce Service Cloud case with only one button. Also, you can monitor various social channels at the same time.

What aspects are problematic or could work better?

They need to improve the functionality of publishing contents on Facebook, I think we only publish posts on Twitter. Also, when it comes to updates the mobile app doesn’t update like the desktop version. We have issues with Facebook feed, we cannot get solution from the service team because the feed is not updated in 3 days, we don’t know when the issue will be fixed, and we are not able to send contents from Facebook to Service Cloud.

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

We love the ability to monitor social platforms and to interact with our customers so we can help them to solve their issues. We don’t need so much time to create cases in the service cloud as before. We can monitor multiple brands simultaneously without singing in and out of accounts all the time, we are able to interact with our customers from one place.

Are you a current user of this product?

Yes