Inbox - An Overview

Inbox - An Overview

Customers today have the power to talk to and about brands and businesses on social media. They discuss reviews, questions, feedback, issues and complaints, and so on. This can be to your benefit or detriment, depending on how you handle your customers online. The expectation of customer service has increased rapidly, with the increase in use of social media channels and the fast-paced growth in technology. Facebook rewards pages with a 'Very responsive to mesages' badge automatically if you have a Messenger response rate of more than 90% and a response time of less than 15 minutes. Customers relate the quality of your product or service with how quick you are in responding to them or clarifying their query. Your customer service teams are at a greater risk of losing customers as they keep them waiting.

For example, imagine a travel agency called Zylker Travels that plans tours and trips for customers worldwide. They have an office space where they collaborate within their teams, meet and discuss with their customers. They also have an online presence through their website, social media channels, and blogs, where they update customer stories and testimonials, offers, and packages. Owing to their activities online, customers reach out to them through social media for any questions. Amelia is the social media manager at Zylker Travels, and she manages all the profiles online. She takes care of publishing, follows up by responding to comments, analyzes the posts, and also tracks them for further changes in the strategy. She finds it challenging to keep track of all the communication on the different platforms, and sometimes even misses responding to customers on time.

To handle this issue and much more, Zoho Social has come up with a solution, by providing you with a single place to manage all your interactions. Inbox on Zoho Social will let you handle all your interactions from the same place, without the hassle of jumping from one place to another.

Inbox on Zoho Social 


Manage all your interactions  

Inbox lets you manage your messages, comments, reviews, replies, and mentions, all in the same window. Once you receive any sort of interaction on any of your social channels, it's listed in Inbox. This means there's no chance that you'll miss any interaction received on any of your social channels. This lets you save time spent on going from one place to another to keep track of everything, so you can respond to interactions faster.

  

Assign interactions to team  

You can assign this interaction to anybody in your team, either manually or by setting an assignment rule to automatically choose the assignee based on the type of interaction and where you're receiving it. If you're assigning an interaction manually from the dashboard, you can set a priority from Low, Medium, or High to note the urgency of the task. You can also create an assignment rule to assign specific interactions to the people in your team automatically as you receive them. @mentions can be assigned to one person, while Google reviews can be assigned to someone else.


Filter interactions and create a custom view 

You can sort the interactions on your Inbox dashboard based on certain filters like Type of interaction, Assignee, Priority, Status, and Date.



You can also create a custom view to list specific types of interactions. You can view the priority of tasks, assignee, and status of completion, in order to keep track and ensure that no interaction is missed. For example, you can create a custom view to only monitor Open Interactions, or interactions received on Facebook.


Reply using Zia  

You can use Zoho Social's AI-powered writing to frame content just by entering a prompt, or rephrase existing content while you're responding to any interaction on the Inbox dashboard. For instance, you can ask Zia to draft a reply to a customer who is enquiring about the travel offers available currently at Zylker Travels.


Track conversation history and customer information 

With Inbox's conversation history tracking capability, you will be able to view and have your customer's contact information handy. You can view all the interactions you've had with them earlier, and be informed when you're conversing. You can view a person's email address, their social profile, X bio, and more depending on the network. You can also add additional information about the user, such as Email, contact details, location and description.



With all these features in place, Inbox will be a comprehensive solution in your quest for providing your customers with a smooth and prompt social media experience.

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