Customer feedback, or how we implemented Copini

Hello harazhiteli!
Some time ago, we were puzzled by the goal - to establish communication with our customers (already ours and those who are just on the way to our services). Since we indicated our presence in almost all popular social networks, it was necessary to somehow solve the issue of optimizing working time related to monitoring questions, answers, problems, ideas and other suggestions that poured to us just in an indecent amount.

We decided to try the Copini service with two main goals:

• The first, as already mentioned, is the optimization of the process of working with incoming messages. Well, imagine for yourself - there is a Facebook page , there is a Vkontakte bank account , in Odnoklassniki , in Google + , everywhere they ask something, offer, “sell and buy” (c). And another twitter! There they expect from us, well, not to lie, just a lightning reaction, there we need to answer even before the question comes out from under the fingers of the inquiring twitter. While you check all the bookmarks, you answer all the questions - it's time to check-answer in the next round. This time. So with an alternative that is easier to do, increase the time in days or optimize the workflow of a specially trained employee to respond, our choice fell on the second option.
  
• And the second goal that we pursued when we voted in favor of Kopini was to bring all dialogues with customers to a single view. The friendly bank answers your questions. But he answers so that you, first of all, understand; secondly, you feel that on the other side of the monitor hears you and a living person answers you.
  

Introduced. Launched. Works.

You can see how the Copini widget looks on our website or in the Internet bank .


From the most popular functionality:

• We actively monitor tweets, pull out the most interesting or popular questions, create discussions from these issues and let them go "to the people."
• There is also the opportunity to comment on individual posts.
• You can vote for posts.
• If a question falls on Twitter, the answer to which has long been in Copini’s main feed, you can safely send the answer to Twitter as a link to an existing discussion - this turned out to be very convenient and saved us a lot of time in fact, because of the same type of questions in different variations - wagon and trolley.

Also, Copini is used by such companies as Sportmaster, Coffee House, Evernote, Danone. We, perhaps, will also join in and recommend a useful service on our own.
Save your time, improve feedback efficiency, use smart services.