No rest in the nest: HootSuite adds social CRM functionality
Neil Davey
Managing editor
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Social media dashboard HootSuite has released an upgraded version boasting social CRM tools for marketers and customer support teams.

Already popular for enabling users to distribute messages across multiple social networks, including Twitter and Facebook, the latest iteration features tools to gather intelligence, manage audiences and track campaigns.
Designed to appeal to marketing departments and customer support teams, HootSuite has announced it will enable users to:
  • Know your audience by learning who follows you, and who they are via a ‘Friends and Followers’ chart, and by viewing profiles, influence and activity levels.
  • Gather intelligence and discover what outreach tactics work best with customer URL parameters which allow deep analysis in Google Analytics and Omniture
  • Answer efficiently by building an archive of stock responses to common customer support queries
  • Track success by examining click-through rates on messages, examining time and region breakdowns and reporting as CSV for custom reports or PDF for printing
"In the last update, we added Wordpress, URL previews, and trending topic details, but we didn't rest in the nest," said HootSuite President Ryan Holmes. "With the new version, marketers can hone tactics with deep campaign tracking and reporting tools. Further, the friends and followers charting features will help everyone build the relationships which make social networking tools so useful."


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