One of the most challenging things about social customer service is gauging the context behind social conversations.
With social netizens engaging with brands across multiple mediums and content types, and your own team picking up the conversation at different times, a holistic view of a person’s engagement with a brand is key to delivering genuine, rockstar engagement.
As such, Lexer’s new History column is a fantastic opportunity for our Engage clients.
A brief history of timeline
With a quick click on the “History” pivot at the far right of your screen, you can view a full history of a customer or prospect’s interactions with your account on a particular social network in the last 90 days.
The timeline also tells an important story about how your team have handled the object. Alongside each post, you can tell when the team picked it up, left a note, changed ownership, added classifications, changed state and sent through a response.
With a comprehensive timeline of past engagements, you and the team can inject new levels of context into responses to genuinely engage with the person behind the post.
We’d love to show you how Lexer Engage is helping brands master Social Customer Service, simply drop us a line at firstname.lastname@example.org– we’ll reply quick-smart.