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Hootsuite Social Customer Care

Deliver even better social customer care with Hootsuite and Salesforce

Overview

Connect social data directly to Salesforce to keep customers happy and drive real business impact. Share customer insights and interaction history, streamline workflows, and automate tasks - so your teams can deliver exceptional customer experiences.

See How Hootsuite Social Customer Care Works

Delight customers with more context. Boost satisfaction with customer interaction history across social channels, plus preferences, sentiment, and more in Salesforce — making social media customer service more effective.
Simplify with streamlined workflows. Agents can directly reply to social inquiries in Salesforce, improving workflows and collaboration between social and customer care teams for stronger social customer care.
Save time with advanced automation. Lighten workload and respond faster with automated case routing, the top-rated AI chatbot, and tools powered by customer service automation and conversational AI.
Streamline messaging, posting, and performance tracking. Save 3,000 hours a year with Hootsuite Enterprise — the no. 1 social media management tool for businesses excelling in social selling and social commerce.
Easily share data between teams. Automatically share queries from social to customer support, so teams can instantly view key social data and interaction histories without leaving Salesforce.
Create Salesforce cases in Hootsuite. Create cases manually or automatically and hand them off to agents with a few clicks for faster social customer care and better workflow efficiency.
A 360° view of customer insights. Enrich CRM profiles with social data like interaction history to help teams understand customers better and drive more social selling and social commerce opportunities.
Give teams valuable insights and productivity gains. Equip customer-facing teams with fast, accurate responses powered by customer service automation and conversational AI, while improving onboarding and productivity.
Manage customer engagements in one place. View inquiries across multiple social channels and respond with automation features in a single social media customer service tool while strengthening data and security compliance.

All your messages, all in one place. Hootsuite Social Customer Care connects your social engagements with Salesforce to power social media customer service, social selling, and social commerce — reducing workload and boosting customer satisfaction. Streamlined workflows and case routing Respond to customer inquiries across social channels directly in Salesforce. Manage social media customer service cases without leaving the platform, improving collaboration between social and customer care teams. A 360° view of customer insights Enrich CRM profiles with social data to understand customers better — from purchase intent to sentiment — supporting both social selling and social commerce. With embedded conversational AI, agents focus on high-value interactions while the bot delivers accurate, contextual responses. Scale your operation effectively Leverage customer service automation tools like Saved Replies, Assign Ownership, and Agent Collision Avoidance. Combined with conversational AI, teams respond faster and cut manual effort. Ensure robust data security and compliance to build trust and reliability