Home » Webinars » Response Management: How to Provide Customer Care and Service Using Oktopost
ON-DEMAND WEBINAR
Response Management: How to Provide Customer Care and Service Using Oktopost
9 minutes
1 speaker
Recorded September 28, 2017
Transcript
Who is speaking
Shanie Zimerman
Webinar overview
Oktopost’s Shanie Zimerman walks through Assignments, Oktopost’s social response management solution, showing how marketing, sales, and support teams can delegate, track, and measure replies to social conversations at scale, with integrations into Slack, Zapier, help desk tools, and Salesforce.
Assignments lets you delegate social conversations from any stream to the right teammate, with real-time notifications via Slack, email, Zapier, or custom webhooks.
Every assignment is fully auditable — you can see which actions were taken, by whom, and when, and search across notes, assignees, and status.
A built-in Salesforce integration lets you create cases directly from an assignment and auto-fill the related contact or lead.
The Assignments analytics tab tracks average response time, messages per assignment, escalation rate, and response grades so you can measure and improve social support performance.
Your speakers
Shanie Zimerman
Head of Strategic Partners, Oktopost
Shanie Zimerman is a Client Relationship Manager based in the New York City area, with over 10 years of experience in the high-tech and startup space. She takes a people-centric approach to customer and partner success, building relationships that create value across the organization.
How do you assign a social conversation to a teammate?
From any stream, click the three dots next to a message and select Assign To, then choose a teammate from the dropdown — a green dot shows who is currently online for a faster response.
Can Assignments notify people outside of Oktopost?
Yes. Assignments can send real-time notifications to Slack, a help desk tool, or any custom system via Oktopost's webhooks infrastructure, and a built-in Zapier integration lets you connect to third-party tools without developer help.
What statuses can an assignment have?
Each assignment can be Open, Closed, or Deleted — deleting an assignment only removes the assignment itself, not the original post in the stream.
Can Assignments create records in Salesforce?
Yes. Using the cog menu on an assignment, you can create a Salesforce case, assign a case owner, and link it to a related contact or lead, with the sync status shown directly in the assignment.
What can you measure with the Assignments analytics tab?
You can track the average time to answer a social inquiry, the average number of messages before an assignment closes, the escalation rate, and response grades based on industry best practices for reply time.
