Sharad Mohan, Director of Customer Success at HootSuite is very passionate about your social media experience.
Even with some of the highest customer support ratings in the industry, Sharad looks for opportunities to improve the experience customers have with our company. His latest idea is the launch of “HootCare,” a 24/5 prioritized support service for Pro customers that supports four languages, and response times within four hours.
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“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,” says Sharad. “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.
“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%.”
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