How Foursquare Uses Social Media Triage to Deliver Customer Service
With a social media community of over 1.4M followers, the Foursquare team fields customer inquiries, engages in conversations, and responds to comments directly on social media—with the help of Falcon.io. This includes:
- Identifying and replying to high volumes of incoming messages
- Less time waste sending tickets back and forth
- Identifying trends in incoming connected tickets
An active community of more than 50 million people use the Foursquare City Guide app, Foursquare Swarm check-in app and websites to discover new places, explore the world and check in.
Providing customer service on social media doesn’t have to be an intimidating task. You don’t need an enterprise-sized support team—but you do need to provide dedicated support. Having a support presence is crucial when you consider that 97% of consumers rely on the internet to search for local businesses. Falcon.io ensures the Foursquare social team maintains its capacity to respond quickly and appropriately to customer queries as its user base grows is a top priority.
Creating a well-defined social media triage strategy for incoming messages helps Foursquare systematically prioritize user needs.