Consumer interaction is important when you are providing a product or service. Consumers often respond via emails, feedback forms or even through social networks like Twitter. The latter form of feedback is new & could prove difficult to manage as every query or question may not be directed towards a responsible person in a company’s customer relation management team. Startup Respondly aims to solve this issue.
Companies have single Twitter handles which does make it difficult to manage the interactions with consumers. Respondly creates a single inbox where all tweets or mails are forwarded or filtered to all the persons in the customer support team. Take this scenario, for example. Take a company with 5 team members but with a single Twitter handle. When a customer tweets a query, that tweet is stored in the CEO’s inbox which is linked to all his team members. If the query is related to a specific member of the team, that member can then reply to that tweet directly from his/her inbox. Other team members can also see the conversations with that consumer.
This helps to efficiently manage the Twitter account & answer all consumer queries in a timely manner by the right person concerned. Not only Twitter but also customer support emails can be managed in similar way. For a company, Sales & Support teams are very important, and a shared inbox is useful when the responsible person from these 2 teams is able to respond to a customer’s question.
Using the ‘Assign’ feature user can assign a query to him & reply to the user. Once replied that conversation is assigned to that user. The Auto Assign feature will soon be added in Respondly where the work is evenly divided into team members.
There are 3 workstyles that Respondly may choose from: Team Member Continuity, Auto Assign & Bounce-Back to InBox.
Respondly comes from the same team that made Favstar. Founder Tim Haines has said elsewhere that the idea behind this tool was born while working at Favstar, where they “were getting crushed” by the customer interaction through Twitter & realized they needed a better way to manage this communication. Thus, Respondly was born.
Respondly is currently used by Tweet Bot, Pocket, Stripe & NPM Inc.
Respondly offers a free 40 day trial for users to experience the whole setup. Then, users need to subscribe to a Paid plan. Pricing starts from US $9 per to $849 per month which gives benefits such as more number of conversations, multiple Twitter Accounts, Attachment Storage, among others.
Image Credit: Respondly
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