Live Unified Inbox

Designed to create powerful customer experiences, the SocialSignIn unified inbox gives you the ability to manage all messages from across multiple social networks in a way that works best for your organisation.

 

Organise and manage your inbox by choosing from a range of pre-set filters, or creating and saving your own. Allowing you to quickly scan, prioritise and action a high volume of interactions.

 

Assign messages to colleagues for a fast and informed response, check message sentiment and monitor conversation response times, ensuring you deliver an efficient service that encourages digital channel-shift.

 

Social Customer Service Dashboard

A customisable dashboard for each user displays all of their key metrics in a clear snapshot, including response times, messages assigned and messages that have been actioned.

 

A live, dynamic inbox, removes the need to refresh or reload new messages – so that nothing slips through the net. Collaborate with colleagues by adding internal notes to messages, delivering fast responses using the right tone of voice.

 

Keep track of your social customers. View all previous interactions and a detailed overview of a profile, including influence score, popularity, location and keywords, to ensure your response is appropriate and effective.

Engagement Reports

Continuously measure and refine the social customer service you deliver by using a suite of powerful reports. Track response times, sentiment and individual user performance.

 

Understand your peak engagement times for social media and move personnel across digital channels to meet spikes in activity. Tag customers and run detailed reports to analyse specific segments of your customer base.

 

Finally, push notifications, a completely customisable way of being alerted by email or mobile push notification regarding new inbox messages and messages assigned to you or your team.

Triggers

Never miss an important customer moment again, by using “Triggers”. This powerful feature allows you to set up a series of automated actions based on events that happen in your customer service inbox.

 

Create a set of completely customisable rules based around inbound messages using a huge range of criteria. You can auto-assign to a particular user, auto-tag or send an email/mobile notification. These actions can be based on the keywords in a message, sentiment, CRM records, influencer score and many other options.

 

By building a series of Triggers based on the specific needs of your business and your customers, you can achieve a beautiful balance between automated efficiency and meaningful engagement.

CRM Integration

Provide fast, informed social customer service by integrating any third party CRM provider directly into SocialSignIn. Automatically pull through any CRM data regarding the customer you are responding to and display it right next to the where you compose your response.

 

This two-way integration will also push any specified social media date back into your CRM system. So agents working across telephone, email, face-to-face or social media all have a complete chronological 360° view of the customer, regardless of which channel they contact you on.

 

If you wish, you can completely launch a third party CRM system within SocialSignIn – allowing you to amend bookings, create case management logs, view transport schedules or access knowledge base articles.

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