UserVoice, a provider of customer service solutions for the Web, has created a new technology integration with Sprout Social, which builds social media management tools. The new integration lets Sprout Social users instantly turn social messages into UserVoice support tickets, while support teams can continue managing and answering tickets in UserVoice.
The integration is designed to enable support teams and social media managers to engage and communicate with each other to solve customer support issues despite using distinct platforms. The new integration also empowers Sprout Social users to provide exceptional support quickly via the social media channels with which customers are familiar (as opposed to directing customers to use email or other means to contact support). In addition, support teams can continue to manage and track customer questions in UserVoice, helping them to be more efficient and creating a clearer picture of customer needs.
"We believe this integration is a great benefit to customers who value the ease of use they've come to expect from UserVoice," said Richard White, UserVoice CEO, in a statement. "Companies can better manage their social media presence, and their support teams don't have to learn new systems."
"Consumers are sending companies millions of social messages every day, a large portion of which are support related," said Justyn Howard, CEO of Sprout Social, in the statement. "This integration lets UserVoice customers fold those messages into their existing workflow seamlessly, allowing the social and support teams to focus on what they do best."