Assistly is a powerful customer service tool that is simple, efficient, and affordable. It collects, prioritizes, and delivers customer requests to the right agents within a company. Postling sat down with Alyson Stone, Assistly’s Marketing tactician, to learn more about how this customer centric company puts its customers first with social media.

Can you give us a brief description of what Assistly does?

“Assistly is a customer service platform designed to help your organization deliver service and support everywhere your customer might be hanging out,” says Alyson.

Alyson elaborates a bit more by sharing that “it’s made for both traditional channels—like email, phone, chat, and the web—and social channels like Twitter and Facebook. Assistly brings all these crucial interactions into one sleek desktop—so no customer issues fall through the cracks. Anyone in the company can easily participate in what we call the Customer Wow!”

How does Assistly utilize social media to build its brand? 

Social media enables Assistly to connect with its customers directly. “We have established a culture of partnership with our customers, they guide our development,” Alyson explains. “With clients like Twitter, 37 Signals, and Vimeo using Assistly for different things, they are our partners in suggesting new features.” In addition, she views social media tools such as blogs, Facebook, and Twitter as ways to educate their current and potential clients by featuring interviews with thought leaders and inspiring stories from the industry. 

How has Postling helped Assistly accomplish its goals?

 “I love the reviews and the tracking of hash tags,” Alyson shared. “It’s also really helpful that I can schedule my tweets in advance throughout the day so that I can be in regular contact with customers over time.” 

Can give us one really great example about how social media enabled Assistly to help its customers?

One of Assistly’s customers, the men’s clothing site Bonobos, had a customer inquiry about a fabric in their new line. The service agent was able to easily include the buyer in the inquiry loop. The buyer connected directly with the customer who was very surprised and pleased to be consulted and heard by the company. That customer became a strong advocate. For Alyson, this story illustrates “how the voice of the customer is gaining power and influence, and how progressive companies are embracing tools that reduce the friction between companies and those customers.” In the end, social media is a fantastic tool to help your customers be heard, and in turn, they’ll support your business even more.

Julia Levy