September 29, 2018

Choosing the right social solution: Lexer vs. Hootsuite

minute read

A comparison of Engage and Hootsuite

Choosing the right tool for your social media management is a pretty big deal. At some point, you’ll make a call on the most important features for your particular situation. This may be that you are ready for a solution that best supports enterprise workflow. Engage enables teams to personally engage customers, efficiently at scale.

This comparison between Hootsuite and Lexer Engage will help you to identify which tool is right for you, and when it might make sense to move.

Lexer Engage is game-changing for enterprise teams to:

  • Manage high volumes of incoming email, social and chat messages
  • Take advantage of secure identification forms, NPS, customer data in the workflow and more
  • Conduct analysis of message volumes, channel and team performance

Hootsuite is great for smaller brands looking to:

  • Have a very small team managing social
  • Publish a very high volume of outbound posts (not replies)
  • Do basic user and role management

So, what makes one enterprise solution different to another?

We’ve highlighted 6 key features of Engage that will elevate your social customer service.

Queue filtering

Engage has the ability to help you to filter and sort through social accounts, plus email. Where it really gets powerful, is the ability to filter by account, public vs. private or keywords to enable agents to work on separate queues. For example, airlines will prioritize cancellations and flight change inquiries ahead of questions about new seating configurations or corporate news updates.

For example, a retailer might separate time-sensitive inquiries, from those about a new store opening. Taken a step further, they may put high LTV customers ahead of lower, in the priority.  By filtering inquiries by urgency, as defined by the individual company, you have the instant ability to create a hierarchy of needs and get through inquiries more efficiently.

Agent workflow

Once inquiries are filtered, it becomes easy to assign tasks to a specialist. Many of our clients employ a traffic or triage manager to classify and tag messages, then assign to the right specialist and reply in the same channel.

For example, if an airline customer needs to talk to someone about transporting a pet via cargo, they ensure they do not funnel to the loyalty member team, and someone with the right skill is assigned to the case.

Ensuring that customers are more quickly connected with an agent skilled in their problem area, the quicker the resolution, the fast you can resolve and close the inquiry.

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Outbox offers a very simple workflow for smaller teams who are posting around 5 times a day. The straightforward tool enables no-fuss scheduling to Facebook and Twitter. The Lexer Outbox feature has been designed with complete simplicity in mind. This is purposefully designed to help speed up the scheduling process

Email integration

Engage allows you to seamlessly integrate email inquiries alongside social, linking email and social customer profiles together. The history pane on the right-hand side containing all you need to know about that customer. Including email, you can adhere to the same SLAs established by your team.

Team reporting

Managers can report on teams and individual agents by time frame, response rate, classification, and NPS. Managers can set SLAs, to easily manage output, increase efficiency and seamlessly report to higher-ups.

Secure authentication

Surveys in Lexer Engage take customer data out of social, so your team can verify customers quickly and securely. This sophistication allows brands to respond to inquiries that were previously handled differently.

Agents can send a customized survey in the body of a private message and the customer’s response feeds straight back into your inbox as a new message for you to action.

Data contained in the survey is stored securely in an ISO, SOC and GDPR-compliant environment, so the customer can enjoy a secure one-stop-shop for all their requests.

Identity Identification

Through the implementation of the Lexer CDP, Engage provides a contextual view of your customers. Allowing you to engage authentically by understanding history, interests and brand relationship. Knowledge in this situation enables ‘next best’ product recommendations and suggestions of relevant offers to individuals based on third-party partner data.

For example, a home insurance customer may have just bought their first pet. We know this because they have publically tweeted at Iams and Eukanuba about the best pet food for a Labrador puppy.  Lexer Engage lets you see that information contextually, and recommend that you offer that person discounted pet insurance.

Ready to take the next step in your data journey? Talk to us about adopting a better social customer service platform for your enterprise business. Take a demo and see the Lexer difference.

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