I haven’t written a Scout Labs “vision” post in a while, but now is the time. Because the new enhancements that come online today take Scout Labs closer to our vision than ever before.
Today’s release incorporates lots more data - more forums, more news, more Tweets - and offers more powerful (and beautiful) graphing capabilities. Our product team will detail those enhancements in an upcoming post. What I want to discuss today are the new collaboration features and place them on the backdrop of the Scout Labs mission.
We founded this company upon a fundamental belief: that brands are protected in “packs”; that listening should NOT be one person’s job, but the every day job of many. The un-mediated voice of the customer should flow to the desktop of everyone - Product teams, Marketing teams, Customer Service departments, senior executives, PR teams, and the Agencies and Agents of all of the above. When the voice of the customer is in the hands of knowledgeable people, innovation happens - new product ideas, new marketing ideas, new service ideas, new connections with customers.
Collaboration at Scout Labs
So, “collaboration” is a not a FEATURE for Scout Labs. It’s not a thing that we launch in month 10. It’s a belief system and vision that permeates our product, our UI, our pricing model and, yes, even our technology and our algorithms. Because if you believe that listening is the job of TEAMS, not an individual, you build your app in a very particular way:
All of the above are core tenets of Scout Labs and fundamental to how our platform works and what makes us unique. It’s why Scout Labs is the hands-down platform of choice for extended teams that want to tune in to social media.
(One of the many things) New in this release: Assignments
If you are a customer of Scout Labs, you have a common, voice-of-the-customer dashboard and a common set of social media metrics to navigate by. You have adoption and usage throughout the company, and you have a robust platform for taking action.
But you may also need help to NOT trip over yourselves - a way to coordinate your interactions with each other and with your customers. You need “Assignments”, a flexible ticketing and workflow feature which is what has launched today as a feature at the Professional level.
As Scout Labs users know, you have always been able to tag and discuss and route things via email to others on your team, and Standard level plans will have all those same capabilities, but this Pro feature offers:
The whole is greater than the sum of its parts
This is not a new idea. Other platforms in our space have a workflow feature, BUT they do not as completely live and breathe collaboration the way Scout Labs does (see above), so the feature’s utility has been limited.
If you charge by seat and hence hardly anyone buys additional seats, there’s no one to collaborate with! If the app is difficult to use and thus is mainly used by the one person who had training and can figure the thing out, what’s the point of a ticketing system? Scout Labs did it the other way around. We EARNED the honor of being the voice-of-the-customer dashboard to entire organizations, and now, with “Assignments”, we give our customers even more powerful ways to collaborate, coordinate and take action.
Again, the new Assignments feature in this release is in addition to major new data enhancements that everyone gets access to - lots more forum data, general news sources broken out, richer Twitter data options, and sexy new graphs. Look for a post from Margaret next that will give more detail on those enhancements soon.
Previously posted on scoutlabs.com/blog on Feb 8, 2010
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