Discover how Social Gateway helps you build meaningful connections with your customers across all communication channels.
Once you have your Social Gateway switched on, you can rest assured that every customer will get a high quality, personal and timely response from your brand. Every single interaction with a customer is your chance to increase customer's love for your brand and Social Gateway has been designed specifically for that:
All messages related to a particular brand or topic can be organized in a unified inbox/queue. Posts, mentions, private messages, direct messages, comments, chats, e-mails, sms or any kind of text based message you want to support can connected to the central inbox for a 360 communication capability and efficent work distribution.
No matter the channel, your customers are unique and that's how Social Gateway presents the communication with each of them. Customers might have multiple identities in multiple networks and channel. No worries, Social Gateway helps you integrate all these into unified and unique Contacts.
Every time your brand interacts with a particular customer, every piece of useful information to enrich the communication gets displayed right there.
If a client tries to communicate with you again, Social Gateway will assign the interaction to the same user that talked to the client last. If that user is not online, the interaction gets routed to his peers or the original queue.
Social Gateway can be configured to send automatic customer satisfaction surveys after particular conditions are met once the interaction is complete. "Has your problem been solved? Have you been treated with cordiality and professionalism?" Surveys are linked to campaigns, brands, topics and users so that you can see your service the same way your customer does, at the level of details you want.
Leave those repetitive processes in the hands of Social Gateway and spend your time on making strategic decisions. Our intelligent automation tools can handle routine tasks, freeing up your team to focus on high-value activities that require a human touch.
Our advanced Generative AI technology enables fluent, natural conversations with your customers in both text and voice modes. The AI understands context, emotion, and intent, provi ding human-like interactions while maintaining your brand's unique voice across all communication channels.
Social Gateway does automatic screen pop on connected ready users based on content (by tag, by geography, by product, problematic) workload, channel, skill, priority or any other r ule you care about. This is particularly useful if you want to treat VIP or Influencers faster.
Social Flow Designer is a graphical diagramming tool that lets you draw what you want the system to do when certain conditions are met. Hundreds of events can be customized so that you are in full control over what Social Gateway will do.
Our AI-powered auto-tagging system categorizes incoming messages based on content, sentiment, and intent, ensuring they're routed to the right department without manual interventio n.
Diagrams can be executed based on time programs. For example, if you want to receive a weekly dashboard on your email, you can program that with a couple clicks, saving time and en suring consistency.
Social Gateway will present you the information you are looking for clearly through graphical visualizations and result lists that are easy to operate on. 100% customizable line, pie and bar charts, multidimensional cubes, word clouds, heat maps and more... A dashboard editor to design and share dashboards across your team, while optionally exporting them through Excel or plain URLs.
You can create your own visual dashboards, as wide, tall and with as many internal reports, KPIs and lists. Make them your landing page and share with anyone, inside or even outside Social Gateway.
Obtain graphics from: Mentions by tags, Contacts by tags, Traffic by tags, Direct Messages sent by users, Cases assigned by Group, Average response time, CSAT indicator, Messages posted by case, and more than 50 other kind of reports...
Graphically monitor the state of the operation through graphical reports for: State of cases, Accumulated state of cases, Resolution of cases, Service level, Resolution time, ACD (automatic contact distributor), Cases by tags, and many more.
Identify the quality of your service by: Number of Fans, SLA of customer service, SLA by messages, Search results, Indicators grouping, and more than other 20 kinds of indicators.
Export your data in various formats to build custom reports or integrate with your existing business intelligence tools. Share reports via email or download as PDF, Excel, or CSV.
Understand your audience with detailed demographic data. Break down interactions by age, location, gender, interests and more to better target your social media strategies.
Most of our reports are near real time (less than 5 seconds delay). Social Gateway provides 8 dashboard widgets that are 100% real time to support the higher demands of our customers.
Social Gateway is a tool designed for team working and high-speed task distribution. Usually, tasks are interactions with customers, but you can also use Social Gateway for other kinds of tasks by connecting a tasks source (like an Excel file or through API). Boost productivity with shared workspaces and streamlined workflows.
Depending on the nature of the interaction, Social Gateway will create and route a task to the right person or team. You can tell Social Gateway how to route the tasks in any possible manner you can imagine.
Social Gateway is always aware of every user state, whether they are ready to work, on a break or disconnected (or any other state you define). This helps the routing engine do its job and lets you see real-time who's done what.
Users and Groups of Users may have specific roles and permissions so that they are allowed to do certain things. Three main roles exist for easy administration: Administrator, Supervisor, User.
Users connected to Social Gateway can communicate with each other via the internal chat application, making team coordination seamless and efficient.
Social Gateway can be accessed and used from smartphones and tablets, using touch gestures, ensuring your team can stay connected from anywhere.
Users are always notified of the activities they have to perform. Even if they leave Social Gateway's interface, they will get visual and sound notifications that there is a client waiting for interaction.
Users can leave special notes on any entity in Social Gateway so that work is easily done across peers and over time, creating an organized knowledge base.
Canned replies can be created beforehand so that users just need to click a button to reply, saving time while maintaining consistent messaging.
Monitor any digital identity or topic across the web and social networks (Twitter, Facebook, LinkedIn, YouTube, forums, blogs). Get the real numbers from the real sources to take advantage of opportunities and mitigate risks before it's too late.
Social Gateway lets you classify the world the way your company sees it. You can classify pretty much anything, like customers, interactions, mentions and posts. Once you teach Social Gateway how to interpret the world the same way you do, it will do things for you the way you would and you will spend your time in more important things.
By selecting keywords related to a topic or brand you can collect the information you care about from social networks and the whole web, automatically classify and filter out the rubbish while turning the useful pieces into information for decision making.
You can group mentions as lists (folders) by defining your own custom logic. You can then operate on these lists easily throughout the system.
If the system or a user identifies a mention on a social network as important to your business, this will become a task for someone to look at and potentially start an interaction right there.
Social Gateway will help you see trends around the topic or brand you monitor. Language processing tools like phrases clustering, words clouds, concepts clouds, sentiment analysis and tagging help you analyze and see what's trending and what's making impact.
Social Gateway lets you consolidate an invaluable database of people who interact with your brand or your competitors, automatically and flexibly enough so that you can register any information associated with people and brands. Build a comprehensive view of your customers across all touchpoints.
Manually or automatically, messages get routed into interactions which in turn get routed to the next available user with the right skillset to talk to that customer. The interactivity view is neatly designed for high quality and efficient messaging.
The history of each customer is saved for instant recall and follow-up, ensuring continuity in your customer relationships and providing valuable context for each interaction.
You can perform searches on clients, messages, tags, mentions, posts and any other information stored about your brand. You can even search for 'similar customers' to help new team members learn from experienced ones.
The Social Gateway API allows you to do pretty much anything you would like to automate on your own. Some of our customers have already integrated Social Gateway with Radian6, SugarCRM, Remedy, Salesforce and Uservoice.
You can set priorities according to certain business rules, so that you and your team get the most important tasks done first, maximizing efficiency and ensuring the best customer experience.
Social Gateway marketing tools allow you to design, approve and schedule the publication of your content in the social networks. By integrating your brand's outbound communication in the same platform where you manage the inbound communication, you can better prepare yourself for load handling and topic detection and routing. Plus, you don't need to duplicate your whole setup.
Join thousands of forward-thinking brands using Social Gateway to build stronger connections with their audience. Get started today with a personalized demo.
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