We are excited to introduce the Inbox in Zoho Social to help manage all social media interactions from Facebook, Instagram, X (formerly Twitter), Google Business Profile and YouTube for your brand in one place. You can track and assign them to your team members to ensure a timely response from your brand.
More than 10 years ago, reaching out to brands regarding issues could be frustrating. Most of us have been in the situation where we had to dial a toll free helpline, wait for the entire IVR message, try and press the right combination of numbers and hope somehow we hear the voice of a service representative. But no! You are #234 in queue and this is what you hear "your call is important to us, please stay on the line" followed by soulful music.
It's still predominantly used but apart from that, consumers can also reach out to brands via emails, raise a ticket through online forms, live chat, chat bots, WhatsApp, and across various social media channels.
More than half the world's population are active across social media platforms and an estimated 67% of consumers use social channels like Twitter, Facebook to resolve issues that they face on a day to day basis.
Therefore, it's essential for brands to be available across all channels and take service right where their customers are. Many businesses actively respond to customer queries on Twitter, Facebook, Instagram, Google Business Profile, and so on. Since these interactions are held in a public forum, it's critical for the brands to have a quick response time, which goes a long way in offering an exceptional experience for the customer. Prospects evaluating your brand will also get the affirmation that their voice will also be heard, no matter what.
What can you do with Inbox in Social?
Track interactions across social media channels
You can view all the comments/replies, messages, reviews, questions, dark comments, and @mentions across Facebook, Twitter, Instagram, Google Business Profile, and YouTube in one place. You can also use the filters available to drill-down and find the exact type of interaction that you are looking for. Priority can be specified for these interactions which can help team members address the most important ones at the earliest.
Reply to interactions with Zia
While interacting with your audience, you can get the help of Zia - generative AI powered by ChatGPT to draft the reply, or rephrase your message.
Assign interactions to your team
Assignment rules can be created to assign the interactions to your team members automatically. You also have the option to assign a team member manually for an interaction. To create assignment rules, you can click the gear icon on the top right corner of the Inbox module or go to Settings > Inbox Preferences and click + Create New Rule.
View history of interaction between the user and the brand
To get complete context of an interaction, it might be important to take a look at all the previous interactions between your brand and the user. The history tab lists out all the interactions along with the date and the status to help you understand if there are any open queries to be addressed.
Follow and share an interaction
You can use the Follow option to be notified about a particular interaction, whether a reply is added, or whether the status is changed and so on. You can also copy the permalink of an interaction and share it with your team wherever required.
Group interactions using views
Inbox comes with various pre-defined views which helps you group all the interactions that you are looking for such as all open interactions, interactions assigned to you, high priority and low priority ones and so on. You can also create a custom view by specifying various filters and share it with your team.
For example, you can create a custom view to track only the comments/replies from Twitter that are tagged as high priority over the last 30 days.
Refer to the help document to understand all about how Inbox can help your brand on Social Media. Please feel free to leave your feedback or suggestions in the comment section.
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