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Bringing the Human Element Back to Customer Service

Posted on 9.24.2014

Social networks have become an excellent way for companies to communicate with their consumers.

However, to take full advantage of the opportunities that social networks provide companies with, they need to be able to quickly manage and access their networks from a single location.

Hoostuite, the ever-popular social media solution for enterprises, has announced a massive round of funding, hitting $60 million, which saw participation from exisiting investors including Silicon Valley Bank and Accel Partners.

Also announced was Hootsuite’s new acquisition of Zeetl, a social telephony company. One of the many benefits of social media for companies is the ability to rapidly respond to consumer complaints. By leveraging Zeetl, companies can include a link in their responses to complaints on social media which will instantly provide the consumer with a support phone number or Skype ID so they can speak directly with a member of the support staff.

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Through this acquisition Hootsuite plans to add a new voice service to help customer service teams provide higher quality service to consumers.

"Acquisitions form an important part of our growth strategy,” added Ryan Holmes, CEO of Hootsuite. “We're expecting big things from the brilliant team at Zeetl and Brightkit and are looking forward to getting this technology into the hands of our customers.”

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