HootSuite blog – Social Media Dashboard

With the fresh release of HootSuite (code-named Barn Owl), we’ve also revamped the ways we offer knowledge and help. Now there are three ways to feedback, connect or get help – here’s the breakdown:

HootSuite Feedback: A Place for Ideas

Most comments from HootSuite users are about feature requests, road map (and how lovable owls are). This is why we’ve created HootSuite Feedback — a special place for fans of our beloved social media dashboard. Submit feature requests, talk with fellow users, and speculate about the future.

More than just a forum, HootSuite Feedback is a place where you can vote on features, suggestions, and miscellaneous discussions. Similar to Digg, there is a button beside each topic that our fans can “vote up”. If we see an idea that is particularly popular, don’t be surprised if we include it in future versions.

So grab a coffee, start sharing ideas — and remember: we’re listening.

HootSuite Help: Lending a Hand

We’ve streamlined HootSuite Help services to better serve you. We’ve re-created our help pages to resolve your issues quicker. HootSuite Help’s emphasis is on indexing easy-to-find answers to most of your questions.

As a result, we encourage you to help yourself. HootSuite is a free service and we are gaining more users. Hence, it is not always easy to answer every email in a timely fashion. Before creating a service request, be sure to check our newly created base of knowledge to see if there’s a solution to your problems.

Still, we acknowledge not every issue is documented, so please send us a Support Request if there is no article addressing your problem. Our Help Team is always happy to help you!

HootSuite Engage: Let’s Hang

HootSuite keeps adding more social networks to the social media dashboard and we hang out there too. Find us on Twitter, Facebook, LinkedIn, Flickr and MySpace. With our presence on these channels, we often love to chat and connect. Hence, HootSuite Engage – our new initiative to well… engage with you. Post on our walls, share your thoughts, and  get to know us. Wherever you may be, we want you to know you got a friend with HootSuite.

With that said, all feedback, suggestions, and feature requests posted on social networks will now be directed to HootSuite Feedback. Likewise, support questions will be directed to HootSuite Help.

Thoughts on Support: We’re in This Together

Owly HootSuite poses at Socialable book launch - photo Jeremy Lim

HootSuite is nothing without a great product and a passionate group of users. With this in mind, we work hard to continually improve the product while also making sure we help people get started, learn more tricks, and figure out problems. Like other companies, the questions we hear the most are ones we try to pro-actively answer.

To make this convenient for you, we’ve assembled a library of how-tos and FAQs which will solve 90% of inquires we hear through all support channels. The rest may require further help, but now there’s a full-functional support request system to better help you.

Additionally, there is a cadre of consultants, evangelists and savvy users who write tips, tricks and tutorials on their blogs. We’ll do our best to share those with others as well as producing White Papers and Case Studies to help artists, businesses and organizations learn how to Hoot more effectively.

We want everyone to enjoy their HootSuite experience — and  we work diligently to make this happen — thanks for coming along.

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An update has been released for HootSuite for iPhone. It fixes all crashing issues related to geo-location tweets appearing in Stream, Stats, and Searches. We have also added support for first generation iPod Touch users.

We encourage all iPhone users to update their HootSuite app by going to their App Store and selecting the Update tab.

If you have any further support issues, please visit feedback.hootsuite.com or click Feedback on the HootSuite for iPhone Settings menu.

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HootSuite will be updated this evening. The new release includes some new features, and improvements upon the issues reported by some users.

(Please note that the site may be down from 10pm to 12am PST. Fear not! Your prescheduled tweets will still go out during this time.)

New features:

1) Home and @Reply tabs will show “in reply to” links that let you see the tweet being responded to.

2) We’ve added text to the RSS feed settings page to help clarify whether a feed is paused or “feeding.”

3) On the search page, any search you make is automatically saved — no more extra clicks to save your favorite searches to HootSuite!

Improvements:

1) We’ve enhanced our server so using ow.ly should become more efficient and faster.

2) We’ve updated RSS feeds. This should eliminate the problems some have experienced and keep things running smoothly.

3) We’ve updated our click tracker to do a better job of filtering out bot and spiders from your clickthrough stats. This may have the side effect of making your previous stats suddenly shrink as we remove known bots from the database.

4) Clicking on @username within a tweet will now show you recent tweets from that user, rather than starting an @reply tweet.

5) We’ve made mouse-overs on Home/@Reply/DM page more consistent.

6) We’ve solved some of those pesky IE6 bugs.

Thanks for your feedback, everyone.

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