Social Gateway

Unified inboxes

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.

Customer centric

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

Assisted interactions

Every time your brand interacts with a particular customer, every piece of useful information to enrich the communication gets displayed right there.

Same agent conversations

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.

Client satisfaction

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

Classification

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 classification can happen manually, automatically or semi-automatically (learning process) The tags are 100% configurable so you can define exactly how they look and what they mean

Keyword monitoring

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 piecies into information for decision making.

Dynamic folders

You can group mentions as lists (folders) by defining your own custom logic. You can then operate on these lists easily througout the system.

Key mentions

If the system or an user identifies a mention on a social network as important to your business, this will become a task for someone to look at and possible start an interaction right there.

Trends & crisis

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

WOW! dashboards

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.

Traffic reports

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. Messages posted by users. Cases handled by the user. Internet Presence by tags. Cloud associated words. Social network traffic. Connected clients. And more than 50 other kind of reports...

Management 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 more than other 50 kind of reports...

Key performance indicators

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...

Easy export

Monitor any digital identity or topic across the web and social networks (twitter, facebook, g+, youtube, linked in, forums, blogs). Get the real numbers from the real sources to take advantage of opportunities and mitigate risks before it's too late.

Demographics

Real time charts

Most of our reports are near real time (less than 5 seconds delay). Still, Social Gateway provides 8 dashboard widgets that are 100% real time to support the higher demands of our customers. Messages per channel. Pending cases. Users state. Cases by Tags (lines/cake). Messages by Tags (lines/cake).

Task assignment

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

User state

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 at the same time lets you see real time or at the end of the day, who's done what and how much time was spent on each task.

Roles & permissions

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. Permissions exist to give finer grained access to resources and activities in the system.

Internal chat

Users connected to Social Gateway can communicate with each other via the internal chat application.

Mobile

Social Gateway can be accessed and used from smartphones and tablets, using touch gestures.

Notifications

Users are always notified of the activities they have to perform. Even if the leave Social Gateway's interface, they will get visual and sound notifications that there is a client waiting for interaction.

Notes

Users can leave special notes on any entity in Social Gateway so that work is easily done accross peers and over time.

Canned replies

Canned replies can be created before hand so that users just need to click a button to reply.

Scheduling

Schedule posts on any channel and profile that you connect. Social Gateway will take care of publishing it at the moment you specified and keep you notified.

Approval flows

Define who can edit and who can approve posts. This way you can have better control of your publications and your users responsibilities.

Calendars

Posts are organized in monthly, weekly or daily calendars for easy preview and visual inactivity spots detection.

Notifications indicators

Online publishers get visual pre and post publishing notifications over scheduled posts. If they are offline, they will receive an email. This guarantees that publishers are always on track of what the system does for them. Users that will handle inbound traffic can benefit from this notifications by getting ready for customer comments on those posts.

Clasification (tags)

Thanks to the Smart Tags system, when you pre-tag a post the comments from clients over that publication will inherit those tags, and the cases will be automatically assigned to the appropriate skill group.

Targeting

For Facebook publications you can select the target of your posts by country, language, city, gender, age, interests and more.

Measure performance

Each time your brand posts content, your audience will react with comments, likes, shares, reachs, etc... All these reactions are measured by Social Gateway, allowing you to get feedback on the impact of your content and improve you strategy accordingly.

ACD (automatic contact distribution)

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 rule you care about. This is pretty usefull specially if you want to treat VIP or Influencers faster, for example

Social flow designer

Social Flow Designer is a graphical diagramming tool that let's you draw what you want to system to do when certain conditions are met. For example, when a message arrives or when a case for a VIP client is closed by a user. Hundreds of events can be customized so that you are in full control over what Social Gateway will do. Over 60 types of actions can be put in the diagram, like making a web service call, send an alert, reply back automatically, detect spam or sentiment, etc...

Auto-tagging

Scheduled tasks

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.

Interactions

Manually or automatically, messages get routed into interactions which in term 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 efficent messaging with the customer.

History of Customer Conversations

The history of each customer is saved for instant recall and follow-up.

Custom Fields

You can perform searches on clients, messages, tags, mentions, posts and any other information stored about your brand. Even better, you can search for 'similar customers' so that your new users learn how to interact with customer from the experienced users.

Integration

The Social Gateway API allows you to do pretty much anything you would like to automate on your own. Some of our customers already integrated Social Gateway with Radian6, SugarCRM, Remedy, Salesforce and Uservoice.

First Things First

You can set priorities according to certain business rules, so that you and your team get the most important stuff done first.

Management

Monitoring

Analysis

Collaboration

Publishing

Automation

Social CRM

Give Social Gateway a try.