Case Study: Foursquare achieves fast, scalable social customer service with Falcon.io

How Foursquare Uses Social Media Triage to Deliver Customer Service

Foursquare, a location-technology company with 50M monthly users and 1.4M social followers, faced the challenge of handling large volumes of diverse customer inquiries across multiple apps and channels with a small support team (one full-time employee plus rotating interns). With customers expecting near-immediate responses and the risk of backlogs or missed crises, the team needed a systematic way to prioritize and route incoming social messages efficiently.

Foursquare adopted Falcon.io’s Engage inbox and a simple three-tier triage system (Levels 1–3) combined with rotating “switchboard” roles and labeled queues to route and escalate messages to the right agents. The approach scaled without adding headcount, sped up public replies and resolutions, reduced ticket handoffs, surfaced trends for cross-team learning, and preserved high-quality, “white-glove” service for urgent issues—improving response times and overall customer satisfaction.

Foursquare

Jon Goldmann

Director of Brand and Community