Coosto - Detailed Review
Customer Service Tools
Coosto - Product Overview
Coosto Overview
Coosto is a comprehensive marketing and customer service tool that leverages AI and data analytics to enhance various aspects of customer engagement and content management.Primary Function
Coosto’s primary function is to help organizations improve their content marketing and customer service operations. It achieves this by providing a centralized platform for managing social media conversations, creating effective content, and analyzing customer interactions.Target Audience
Coosto is targeted at marketing and customer service teams within organizations, particularly those looking to optimize their social media presence and customer engagement. It is especially useful for small to medium-sized businesses, as indicated by its customer base predominantly in the Netherlands.Key Features
Customer Service
Coosto integrates with Salesforce Service Cloud to create a 360º customer view, combining all historical contact moments and social media conversations. This integration allows customer service teams to handle cases more efficiently, using features like omnichannel routing and AI-driven workflows powered by Salesforce Einstein.Content Creation
Coosto’s AI Content Generator, powered by ChatGPT, automates the creation of social media content. Users can set specific goals such as greater reach, more interactions, or higher conversions, and the AI generates content accordingly. The tool also allows for content creation in multiple languages and offers a variety of tone options to match the organization’s voice.Social Media Management
Coosto provides a comprehensive social media planner that allows users to schedule, publish, and manage content across multiple social media channels. It also includes social listening capabilities, enabling users to monitor messages about their brand, industry, or competitors. The platform offers customizable reports and dashboards to measure the success of content and adjust strategies accordingly.Engagement and Reporting
The platform manages all interactions on social media, messengers, live chat, and review sites from a single inbox. It offers real-time hints for improving content performance based on the analysis of thousands of posts. Users can also connect additional apps and services, such as WhatsApp, to enhance their engagement and reporting capabilities.Conclusion
In summary, Coosto is a versatile tool that combines AI-driven content generation, comprehensive social media management, and enhanced customer service functionalities to help organizations improve their marketing and customer engagement strategies. Coosto - User Interface and Experience
User Interface Overview
The user interface of Coosto is highly praised for its user-friendliness and intuitive design, making it an excellent tool for managing social media and customer service tasks.Ease of Use
Coosto’s interface is described as user-friendly and intuitive, allowing users to manage all their social media channels from one clear and fully customizable screen. Users appreciate the ease with which they can schedule posts, engage with followers, and monitor their social media activities without needing to log into each account individually.Comprehensive View
The platform provides a comprehensive view of all social media work in one tool, enabling users to handle almost all aspects of social media management from a single dashboard. This includes scheduling, publishing, and engaging with content, as well as managing interactions on social media, messengers, live chat, and review sites.Customization and Organization
Coosto allows users to customize their interaction with their community, including the ability to add labels to messages, create default reply templates, and organize messages efficiently. The platform also provides real-time dashboards to visualize and share important data, helping users to quickly see how their brand is being discussed and measure the impact of their content.Engagement Features
The social media inbox feature of Coosto enables users to like, share, and quickly respond to all incoming questions, comments, and reviews from one place. Users can view author information and previous conversations to align each response with a follower’s preferences. Automatic push notifications and the ability to add memos to messages further enhance the engagement experience.Mobile Accessibility
Coosto also offers a mobile app for iOS and Android, allowing users to respond to messages and engage with their community on the go. This ensures that users can stay connected and manage their social media presence even when they are not at their desks.Customer Support
While there are some mixed reviews regarding customer support, many users have praised Coosto’s support team for being quick to respond and resolve issues. However, some users have reported occasional lapses in support quality.Limitations
Despite its many strengths, Coosto has some limitations. For example, it does not support all social media platforms, and certain features like scheduling stories or reels are not available due to platform restrictions. Additionally, some messages, such as comments in Facebook groups and mentions on LinkedIn, cannot be loaded into Coosto, requiring manual engagement.Conclusion
Overall, Coosto’s user interface is streamlined and easy to use, making it a valuable tool for social media management and customer service. Its intuitive design and comprehensive features help users manage their social media presence efficiently, although some limitations exist. Coosto - Key Features and Functionality
Coosto Overview
Coosto is a comprehensive social media management and customer service tool that integrates various features to help businesses manage their online presence and engage with their audience more effectively. Here are the main features and how they work, especially focusing on the AI-driven aspects:Social Media Monitoring
Coosto allows users to monitor online brand conversations and analyze social media data. This feature helps businesses stay informed about what is being said about their brand, industry, or competitors across different social media platforms. The powerful search engine within Coosto quickly finds specific messages, providing valuable insights into public sentiment and trends.Content Management
Coosto offers an advanced social media planner that enables users to schedule, publish, and increase their reach. The tool suggests optimal posting times, message lengths, media types, hashtags, and emojis based on real-time data and trending content. This helps in creating highly relevant and valuable content that resonates with the audience.AI-Driven Content Generation
Coosto has integrated ChatGPT technology to automate content creation. The AI Content Generator produces social media posts linked to the brand and relevant market trends, considering factors like message length, tone of voice, market trends, language, and sentiment. This automation can be up to 98% faster than conventional content creation while maintaining quality. The AI tool supports content creators rather than replacing them, ensuring the customer remains in control.Engagement and Interaction Management
Coosto allows users to manage all interactions on social media, messengers, live chat, and review sites from a single, comprehensive inbox. This feature facilitates efficient engagement with the audience, enabling businesses to respond promptly to messages, comments, and reviews. However, there are some limitations, such as the inability to load certain messages like Facebook group comments and LinkedIn mentions, which require manual engagement.Analytics and Reporting
The tool provides customizable in-depth reports and dashboards to measure the success of content. Users can set up widgets to get quick insights into their performance, making it easier to track and analyze the impact of their content marketing efforts. The reporting is straightforward and helps in making data-driven decisions.Customer Service Tools
Coosto includes customer service tools that help in managing support tickets and providing efficient customer support. While it does not have all the advanced AI features seen in dedicated customer service AI tools, it integrates well with other apps and services, such as WhatsApp, to enhance customer interaction management. The tool’s intuitive interface and good functional support from the customer service team are additional benefits.AI Integration
The integration of AI, particularly through ChatGPT, enhances several aspects of Coosto. It speeds up content creation, provides real-time hints for improving content performance, and helps in analyzing large volumes of data to suggest optimal content strategies. This AI integration supports content creators by automating routine tasks, allowing them to focus on more strategic and creative work.Conclusion
In summary, Coosto leverages AI to streamline content creation, enhance social media monitoring, and improve engagement and reporting. While it has some limitations in terms of platform integration and certain engagement features, it remains a powerful tool for managing and optimizing social media presence and customer interactions. Coosto - Performance and Accuracy
Performance
Coosto’s performance in managing social media and analytics is generally positive. Here are some key points:
- Efficient Handling of High Traffic: Coosto can handle high traffic efficiently, automatically labeling messages and providing useful summaries of upcoming social media posts.
- User-Friendly Interface: Users praise Coosto for its intuitive and user-friendly interface, which allows for easy management of all social channels from one screen.
- Powerful Search and Reporting: The platform has a powerful search feature and provides straightforward, customizable reporting, giving quick insights into performance.
Accuracy and Engagement
While Coosto excels in social media management, its accuracy and engagement capabilities in customer service are limited:
- Limited Engagement Features: Coosto has limitations in engaging with certain types of messages, such as comments in Facebook groups and mentions on LinkedIn, which require manual intervention.
- No Dedicated Customer Service AI: Unlike specialized AI customer service tools like CoSupport AI, Coosto does not have built-in AI for handling customer inquiries or providing automated responses.
Limitations and Areas for Improvement
- Incomplete Social Media Platform Integration: Not all social media platforms can be linked to Coosto, which can be inconvenient for users managing multiple accounts.
- Inability to Schedule Certain Content Types: Users have reported that they cannot schedule stories or reels through Coosto, a significant drawback given the popularity of these content types.
- Customer Support Issues: There have been mixed reviews regarding customer support, with some users finding it lacking and experiencing frequent issues.
Conclusion
While Coosto is effective in managing social media and providing analytics, it is not optimized for customer service tasks such as automated responses, intent detection, or sentiment analysis. For organizations seeking AI-driven customer service solutions, tools like CoSupport AI or Kustomer Assist might be more suitable due to their specialized features in handling customer inquiries and providing accurate, automated responses.
Coosto - Pricing and Plans
Pricing Plans
Coosto provides three main pricing plans:Essential Plan
- Price: $249 per month
- Features: This plan includes basic features such as content management, social media scheduling, engagement tracking, and performance metrics. It also offers calendar management, campaign management, and collaboration tools.
Growth Plan
- Price: $299 per month
- Features: In addition to the features in the Essential Plan, the Growth Plan includes more advanced tools like audience targeting, multi-channel campaigns, and customizable branding. It also enhances the analytics and reporting capabilities.
Pro Plan
- Price: $349 per month
- Features: The Pro Plan includes all the features from the Growth Plan, plus additional advanced features such as visual analytics, workflow management, and more comprehensive reporting and analytics.
Additional Details
- Payment Model: Coosto operates on a subscription model, with prices quoted on a monthly basis.
- Free Trial: There is no free trial available for Coosto.
- Free Version: There is no free version of Coosto.
Supported Languages and Devices
- Coosto supports multiple languages, including Dutch and English.
- It is compatible with various devices, including Android, iPhone, iPad, and desktop platforms (Mac, Windows, Linux, Chromebook).
Support Options
- Coosto offers comprehensive support options, including email/help desk, FAQs/forum, knowledge base, phone support, and chat support.
Coosto - Integration and Compatibility
Integration with Salesforce
Coosto has a significant integration with Salesforce, particularly through the Salesforce Marketing Cloud and Salesforce Service Cloud. This integration allows users to create, distribute, and manage content, as well as track and analyze results, all within the Salesforce ecosystem. This setup is particularly useful for managing a brand’s online community and improving customer service by combining social media data with CRM insights.
ChatGPT Integration
Coosto also integrates with ChatGPT, an AI content generator, to automate the creation of high-quality social media content. This integration enables users to generate content based on their selected goals, such as increasing reach, engagement, or conversion, and ensures consistent communication with the target audience.
Social Media Platforms
While Coosto offers extensive social media management capabilities, it does have some limitations in terms of platform integration. It can manage multiple social media accounts, but not all social media platforms can be linked to Coosto. For example, certain engagement features like comments in Facebook groups and mentions on LinkedIn may not be fully supported, requiring manual engagement.
Device Compatibility
Coosto is designed to be user-friendly and intuitive, allowing users to manage all their social channels from a single, fully customizable screen. However, specific details about device compatibility (e.g., mobile vs. desktop) are not explicitly mentioned in the available resources. It is reasonable to assume that, given its web-based nature, Coosto would be accessible on various devices with a compatible web browser.
Additional Integrations
Coosto’s custom pricing model includes options for API integration, inclusion of offline media, and geographical data, which suggests a degree of flexibility in integrating with other systems and data sources. However, the specifics of these integrations are not detailed in the available information.
Summary
In summary, Coosto integrates well with Salesforce and leverages AI through ChatGPT, but it has some limitations in terms of complete integration with all social media platforms. Its user-friendly interface and customizable features make it a versatile tool, although detailed information on device compatibility is not provided.
Coosto - Customer Support and Resources
Integrated Customer Service
Coosto’s platform allows you to manage all interactions on social media, messengers, and live chat from a single unified inbox. This centralization helps customer service teams stay in touch with their audience more efficiently, ensuring that no customer inquiry or issue goes unaddressed.
AI-Driven Customer Service
When integrated with Salesforce Service Cloud, Coosto provides a complete view of all social media conversations and customer information. This integration enhances customer service by creating a 360º customer view, which includes all historical contact moments. This setup enables customer service teams to handle cases faster and increase customer satisfaction. The combination of Coosto with Salesforce Einstein, Knowledge Base, and Omnichannel routing adds AI functionalities, such as automated workflows, to make customer service more efficient and result-driven.
Social Media Metrics and Insights
Coosto offers in-depth reports and live dashboards to analyze online and social media coverage of your brand and industry. These insights help in optimizing content and customer service strategies, ensuring that the content and support provided are aligned with what resonates most with the audience.
Real-Time Engagement
The platform allows for real-time engagement with your audience through social media posts, live chat, and messengers. Coosto’s AI-driven content calendar provides hints to increase reach, engagement, and clicks, ensuring that customer interactions are timely and relevant.
Omnichannel Customer Intelligence
By integrating with Salesforce, Coosto provides comprehensive workflow options and omnichannel customer intelligence. This integration ensures that customer service teams have a single dashboard for managing telephony, email, contact forms, and social media posts, making it easier to adjust KPIs and demonstrate ROI.
While Coosto is primarily a marketing and social media management tool, its features significantly contribute to enhancing customer service by providing a unified, data-driven, and AI-supported approach to managing customer interactions.
Coosto - Pros and Cons
Advantages
Comprehensive View and Management
Coosto provides a unified platform where you can manage all your social media interactions, messengers, and live chat in one place. This makes it easier to monitor and engage with your audience across multiple channels.
Efficient Handling of High Traffic
The platform is capable of handling high traffic efficiently, automatically labeling messages, and providing useful summaries of upcoming social media posts. This helps in managing a large volume of interactions smoothly.
Powerful Search and Reporting
Coosto features a powerful search engine that quickly finds specific messages and generates straightforward, customizable reports. These reports provide quick insights into performance, helping you optimize your content and engagement strategies.
User-Friendly Interface
Users praise Coosto for its intuitive and user-friendly interface, which allows for easy management of all social channels from a single, fully customizable screen.
Live Chat Integration
Coosto has integrated a live chat feature using TalkJS, enabling businesses to manage all online conversations, including those on their website, in one unified inbox. This enhances customer support and engagement.
Excellent Customer Support
Many users appreciate Coosto’s customer support, which is often quick to respond and resolve issues, although there are some mixed reviews on this aspect.
Disadvantages
Incomplete Social Media Platform Integration
Coosto does not support integration with all social media platforms, which can be inconvenient for users managing multiple accounts across different platforms.
Limited Engagement Features
Certain types of messages, such as comments in Facebook groups and mentions on LinkedIn, cannot be loaded in Coosto, requiring manual engagement with these messages. Additionally, users cannot schedule stories or reels through the platform, which is a significant drawback given the popularity of these content types.
Mixed Customer Support Experience
While some users praise the customer support, others have reported frequent issues and found the support to be lacking, with no updates regarding support follow-ups.
Limited Multi-Company Posting Feature
The feature for posting content for multiple companies is reported to be subpar, despite the ability to engage with it.
Account Management Limitations
Users have noted that they cannot easily switch accounts or see their responses to people, which can be time-consuming when dealing with a large number of messages.
These points highlight the key benefits and drawbacks of using Coosto as a customer service and social media management tool.
Coosto - Comparison with Competitors
Coosto’s Unique Features
- Coosto provides a single solution for social media monitoring, engagement, and publishing. It is particularly strong in managing social media applications across multiple platforms.
Alternatives in Customer Service AI
Freshdesk
Freshdesk is a more traditional customer service platform that incorporates AI features. It includes tools like Freddy AI (a chatbot for customer self-service), auto-triage for categorizing and assigning tickets, predictive support for suggesting solutions, and Agent Assist for providing context and recommending responses. Unlike Coosto, Freshdesk is focused on ticket management and customer support across various channels.
Tidio
Tidio offers AI customer service software with a bot called Lyro AI. Lyro can detect frequently asked questions, automate replies, identify support opportunities, and make sales recommendations. It also includes features like reply assistants, smart views, and 24/7 customer service. Tidio is more geared towards chatbot-driven customer support and sales recommendations, differing from Coosto’s social media focus.
Cogito
Cogito combines emotion and conversation AI to provide real-time coaching and guidance for contact centers. It analyzes acoustic and lexical signals to help agents adjust their behavior and surface the best recommendations. Cogito is unique in its real-time analysis and coaching for customer service agents, which is not a feature of Coosto.
Key Differences
- Focus: Coosto is primarily a social media monitoring and engagement tool, while Freshdesk, Tidio, and Cogito are more broadly focused on customer service and support.
- Features: Coosto does not offer the same level of AI-driven chatbots, ticket management, or real-time coaching as the other platforms.
- Use Case: If your primary need is managing social media engagement and monitoring, Coosto might be the best choice. However, if you need comprehensive customer service tools with AI capabilities, Freshdesk, Tidio, or Cogito could be more suitable.
In summary, while Coosto excels in social media management, it does not compete directly with the broader AI-driven customer service tools like Freshdesk, Tidio, and Cogito, which offer a range of features tailored to different aspects of customer service.
Coosto - Frequently Asked Questions
Here are some frequently asked questions about Coosto, along with detailed responses to each:
What is Coosto and what does it do?
Coosto is a social media management platform that helps businesses manage their online content and conversations. It provides tools for social media monitoring, content management, powerful search and reporting, and customer service management. Coosto allows users to manage all their social media accounts from a single environment, analyze social interactions, and engage with customers directly.How does Coosto integrate with other platforms like Salesforce?
Coosto has integrated apps available on the Salesforce AppExchange, including Coosto for Salesforce Marketing Cloud and Coosto for Salesforce Service Cloud. These integrations enable customers to manage their online content and social media presence directly within Salesforce, gaining real-time insights on social interactions and engaging with customers from both Sales and Service Cloud.What are the key features of Coosto?
Coosto offers several key features:- Social Media Monitoring: Tracks and analyzes social media interactions.
- Content Management: Allows users to plan, schedule, and distribute content across multiple platforms.
- Powerful Search Engine: Quickly finds specific messages and provides customizable reporting.
- Customer Service Tools: Manages incoming messages and conversations from social media and messaging apps.
- Analytics and Reporting: Provides detailed reports on audience engagement, campaign performance, and competitor analysis.
Can Coosto handle high traffic and large volumes of messages?
Yes, Coosto is capable of handling high traffic efficiently. It can automatically label messages and provide a useful summary of upcoming social media posts, making it easier to manage and monitor all activities.Does Coosto support all social media platforms?
No, Coosto does not support all social media platforms. There are limitations in integrating certain platforms, which can be inconvenient for users managing multiple accounts across different platforms.Can I schedule all types of content using Coosto?
No, Coosto has limitations in scheduling certain content types. For example, users cannot schedule stories or reels through the platform, which can be a significant drawback given the popularity of these content types.How is the customer support for Coosto?
Customer support for Coosto has mixed reviews. Some users have praised the excellent and quick customer support, while others have reported frequent issues and poor support with no updates regarding support follow-ups.Does Coosto offer a free plan?
No, Coosto does not offer a free plan. It provides custom pricing based on the main application, number of users, API integration, and other additional features.How does Coosto enhance engagement and conversions?
Coosto’s AI-driven features help improve the customer journey, leading to increased reach, interaction, and conversion. For example, using Coosto in Salesforce Marketing Cloud can result in 58% more reach, 178% more interaction, and 45% more conversion on social media.Can Coosto be used for live chat and direct customer support?
Yes, Coosto has integrated a live chat feature using the TalkJS Chat API. This allows businesses to manage all online conversations, including direct chats on their website, in addition to social media and messaging apps.How user-friendly is the Coosto interface?
Coosto is praised for its user-friendly and intuitive interface. It allows users to manage all their social channels from one clear, fully customizable screen, making it easy to plan, schedule, and engage with content efficiently. Coosto - Conclusion and Recommendation
Final Assessment of Coosto in the Customer Service Tools AI-driven Product Category
Coosto is a comprehensive social media management platform that offers a range of features beneficial for customer service, particularly in the context of social media and content management.Key Features and Benefits
- Social Media Monitoring and Management: Coosto allows businesses to track online brand conversations, analyze social media data, and manage interactions across multiple social media platforms, messengers, live chat, and review sites from a single, customizable inbox.
- Content Management: The platform provides tools to schedule, publish, and optimize social media content, including suggestions on post timing, content length, media types, and hashtags to increase reach and engagement.
- Customer Service Tools: Coosto includes features like automated message labeling, efficient handling of high traffic, and a powerful search engine to quickly find specific messages. It also integrates a live chat feature, enabling businesses to manage all online conversations in one place.
- Analytics and Reporting: The platform offers customizable in-depth reports and dashboards to measure the success of content and provide insights into performance.
Customer Support
While Coosto is praised for its excellent customer support by some users, who highlight quick responses and helpful assistance, others have reported inconsistent support experiences, including delays and lack of follow-ups.Who Would Benefit Most
Coosto would be highly beneficial for businesses and agencies that need to manage multiple social media channels, engage with their audience, and optimize their content strategy. It is particularly suitable for:- Social Media and Marketing Agencies: Coosto’s features align well with the needs of agencies managing multiple client accounts across different social media platforms.
- Medium to Large-Sized Businesses: Companies with a significant online presence can leverage Coosto’s advanced social media planning, monitoring, and analytics to enhance their brand awareness and customer engagement.
Limitations
Despite its strengths, Coosto has some limitations:- Incomplete Social Media Platform Integration: Not all social media platforms can be linked to Coosto, which may inconvenience users managing multiple accounts.
- Limited Engagement Features: Certain types of messages, such as comments in Facebook groups and mentions on LinkedIn, cannot be loaded in Coosto, requiring manual engagement.
- Inability to Schedule Certain Content Types: Users cannot schedule stories or reels through Coosto, a significant drawback given the popularity of these content types.