From engagement to sales and support, your social channels are the front door to many different types of customer interactions. That’s why Hootsuite built a new Inbox to help you delight your customers with faster, better responses. Read on to discover what’s new in the redesigned Inbox 2.0.
Your current Hootsuite Inbox will automatically be replaced with the new and improved Inbox 2.0 on the 6th of June. All you have to do to get access is to log out of your Hootsuite agreement and then log back in again.
The old Inbox vs. Inbox 2.0
All the current features of Inbox are still available, plus new, and advanced features, which include:
- Manage public, private, organic and dark post (facebook) conversations in one place.
- Saved replies, autoresponders, and automations that speed up responding.
- Use Analytics and CSAT surveys to understand value and performance.
- Connect to a CRM-system
All your current tags, business hours, SLA’s, saved replies and internal contact attributes will automatically be migrated to the new Inbox 2.0. Please note – if you have assignments automations set up, you’ll have to migrate this process over manually into Inbox 2.0.
Want to see it in action? Check out this Inbox 2.0 video tour.
Better overview of messages in the queue
With the new and improved Inbox 2.0 you’ll be able to respond faster and more easily than before. You get an improved overview of who is answering which conversation in the Inbox, making it possible to avoid agent collision. If an agent is replying or typing a message to a customer, it will be displayed by the specific conversation within the queue, regardless of whether the message is in New, Pending or the Resolved queue.
You can now also add internal notes to every conversation before assigning them to a colleague or a team. Other updates include categorizing messages and analyzing them by theme or tags, prioritizing conversations, and even liking Facebook and Twitter comments.
The Inbox gets a new look
The design of the Inbox has been updated. You can see what it will look like here:
The queues design has also been updated to the following:
- New – messages and responses that need your attention.
- Pending – messages you’ve already responded to (waiting for customer response).
- Resolved – conversations that you want to close.
Is there an additional cost associated with Inbox 2.0?
No. Inbox 2.0 will be available for all Business – and Enterprise customers, free of charge.
Exact features differ by plan type, and it will be possible to get the Advanced Inbox at an additional cost, if needed. For more details, see the features and functionality section further below.
Helpful links and information about Inbox 2.0
We have collated a list of useful links about the new Inbox to help you get started here:
1. Hootsuites Inbox 2.0 Customer Hub & Training
Find everything you need to get started with Inbox 2.0. Find your way around the tool with training videos (designed for admins), get answers to your biggest questions, and learn about handy tips and techniques.
2. Inbox 2.0 FAQs
All the information you need on new functionalities, how they will make your life easier, and much more you’ll find here. Got further questions? Please don’t hesitate to reach out to us: support@infomedia.dk.
3. Hootsuites help center
Looking for specific help for certain features? You’ll find everything you’ll need in Hootsuites help center. From getting started guides to help articles and feature details.
Features, functionality, and availability per plan
Below you’ll find our side-by-side comparison of all the features and functionalities available in each plan, including the features available in the Advanced Inbox plan, which is possible to get at an additional cost.
Manage all your conversations in one place
Organize and prioritize conversations
Faster response
Build complete contact profiles
Collaborate efficiently and confidently
Get insights to improve performance
Ensure privacy and security
More information
If you have any questions or queries about the new Inbox, please don’t hesitate to reach out by phone +45 88 77 33 00 or e-mail our support at support@infomedia.dk.
