Customer feedback, or how we implemented Kopini

Hello, habrazhiteli!
Some time ago we were puzzled by the goal - to establish communication with our customers (already ours and those who are just on their way to our services). Since we designated our presence in almost all popular social networks, it was necessary to somehow solve the issue of optimizing working time associated with monitoring questions, answers, problems, ideas and other proposals that were poured to us simply in indecent amounts.

We decided to try the Copini service with two main goals:

• The first, as already mentioned, is the optimization of the process of handling incoming messages. Well, imagine for yourself - there is a Facebook page , there is a bank account on Vkontakte , Odnoklassniki , Google + , everywhere they ask for something, offer, “sell and buy” (c). And Twitter ! They are waiting for us there, well, not lying, a lightning-fast reaction, we have to answer there before the question comes out from under the fingers of the questioning tweeter. As long as you check all the bookmarks, answer all the questions - it's time to check-respond in the next round. This time. So with the alternative, which is easier to do, increase the time in days or optimize the workflow of a specially trained employee to respond, our choice fell on the second option.
  
• And the second goal that we pursued when we voted in favor of Kopini was to bring all the dialogues with customers to a single mind. Friendly bank answers your questions. But the answer is that you, first, understand; secondly, you feel that on the other side of the monitor you can hear and a living person answers you.
  

Have implemented. Launched. Works.

You can see how the Copini widget looks on our website or in the Internet bank .

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From the most popular functionality:

• We actively monitor tweets, pull out the most interesting or popular questions, create discussion from these questions and send them to the people.
• There is also an opportunity to comment on individual posts.
• You can vote for posts.
• If a question falls on Twitter, the answer to which has long been in the main copy of Kopini, you can safely send an answer to Twitter as a link to an existing discussion - this turned out to be very convenient and saved us a lot of time, because of the same type of questions variations - the car and the cart.

Also Kopini use such companies as Sportmaster, Coffee House, Evernote, Danone. We, perhaps, will also join, and we will recommend a useful service.
Save your time, increase feedback efficiency, use “smart” services.