Get Satisfaction and HootSuite extend integration for customer engagement

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Customer engagement platform Get Satisfaction has upgraded its bi-directional integration with HootSuite to further manage content across both platforms.

Building on the current partnership – which allows Get Satisfaction community members to monitor, reply and filter Get Satisfaction topics within the HootSuite dashboard – the enhanced integration means Facebook and Twitter conversations managed within the dashboard can now be connected with the Get Satisfaction community.

For example, community managers can send questions or issues raised on the social networks to the Get Satisfaction community and see if the relevant topic is being discussed there. If it isn’t, managers can create a new topic in the Get Satisfaction community directly from within the HootSuite environment.

With the integration, community managers can transform disposable social interactions into high-impact content that can later be used as part of a customer-driven marketing campaign or as part of a social knowledgebase, said the firm.

Ryan Holmes, CEO of HootSuite, said: “By building Get Satisfaction into the HootSuite App Directory, we're addressing a growing need that organizations have to integrate social media seamlessly between departments without creating the extra drag of multiple tools and logins.

“With this integration, we close the loop between social media engagement and customer satisfaction for multiple teams including marketing, support, and community.”

Get Satisfaction CEO Wendy Lea added: “We see social networks as doors to companies' online presence -- another avenue of engagement beyond websites and branded communities that help customers in their purchasing decisions and issue resolution.Partnering with HootSuite enables brands to engage their customers on all social fronts – and it does so in a way that helps marketers transform fleeting social interactions into rich and lasting customer-generated marketing assets.”

Earlier this week, Yammer announced it was joining HootSuite’s App Directory, enabling Yammer users to post content on the enterprise from within HootSuite’s API. 

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28th Sep 2012 17:40

 Loving Hootsuite at the moment. This upgrade is an example that Hootsuite is growing and in tune with what their users need. The premum package really is worth the money it costs.

Dave Evans, commercial director at accessplanit, specialist in learning management system and training registration software

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