Village Gamer

A few moments ago HootSuite launched HootCare, a prioritized support program for HootSuite’s Pro Customers. With some of the highest customer support ratings in the industry, HootSuite’s Director of Customer Service, Sharad Mohan, is always looking for ways to improve the experience customers have with HootSuite. His latest idea, HootCare, is a 24/5 prioritized support service for Pro customers that supports four languages (English, Portuguese, Spanish, French), and has response times within four hours.

“Our goal is to satisfy our customers 100% of the time. We hold ourselves accountable to that by looking at our customer support satisfaction score, which is currently an industry-leading 90%.”, says Sharad. “In a world that grows increasingly social, small and medium businesses need the same direct and timely access to social support that they expect from any information technology. We can start by prioritizing their requests, and giving them the same timely turnarounds that’s already proven effective for our HootSuite Enterprise customers.”

For customers of HootCare, that means receiving a reply from our support team within four hours of submitting a support ticket. 24 hours a day and five days a week, our support owls can handle help tickets in English, Spanish, Portuguese, or French. Sharad and his team are proud of the results they get with HootSuite customers, and wanted to see similar results across all paying customers of HootSuite.

While the primary benefit of HootCare is timely, personalized help with support issues, Sharad’s facial expression hints at exciting new announcements in the pipeline when he talks about what’s coming for the new product line. This reporter’s attempt to get details from him fell flat however; he would only suggest that support will soon be taking place through a number of social channels, adding even more benefit and convenience to customers.

HootSuite’s Customer Service program prides itself on the following:

• When it comes to our Twitter support to @HootSuite_Help, we respond to 80% of our tweet mentions in less than 30 minutes using HootSuite.
• Our current customer support satisfaction rate is 90%, compared to the global benchrate of 78%.
• Our team provides support 24 hours a day, 5 days a week to over 5 million global users.
• We provide support officially in: English, Portuguese, Spanish, French.
• In 2012, HootSuite’s Customer Service program answered 40,000 answered tickets/emails, took part in 400 chat sessions, made 700 outbound phone calls, sent 85,000 tweets and 5,500 Facebook messages.

Have a problem that you need solving?

• Visit the Help Desk for a library of tutorials about setting up features and solving problems.
• Don’t see what you are looking for? Submit a Help request — be sure you are logged in to your HootSuite Pro account, so your tickets are prioritized for fastest response.
• When submitting a Help Request, please provide details including browser type and version and steps you’ve tried for troubleshooting.
• Be sure to follow @hootsuite_help for tips and quick answers.

Want to add HootCare to your account?

• Current Pro customers, use this link to add HootCare.
• Not a Pro customer? Upgrade to Pro
• Just add HootCare when you upgrade.