Socialboards

Socialboards, developed by Socialboards AS (A Zisson company), is a Social Customer Service solution intended to enhance and streamline customer support processes. According to the vendor, this software solution caters to both small and large enterprises across various professions and industries, including Customer Service Representatives, Support Agents, Communication Executives, Marketing Professionals, and Retail and E-commerce Companies.

Key Features

Inbox Everything: According to the vendor, Socialboards allows users to gather all incoming inquiries in a unified ticketing inbox, ensuring efficient management and preventing any inquiries from being overlooked. Users can also share tasks and maintain team alignment. The platform supports handling social media support tickets from popular platforms such as Facebook, Instagram, YouTube, and Twitter. Additionally, it offers Live Chat functionality for instant problem-solving on websites and the ability to regain control of support emails by adding custom forms to websites and Facebook pages.

Full control: The vendor claims that Socialboards helps reduce the number of support tickets by providing self-service options and offering valuable insights through statistics and analytics. Users can integrate the platform with internal systems using APIs, enabling seamless data flow and enhancing overall efficiency. Furthermore, Socialboards provides a smart self-service FAQ solution for websites, empowering customers to find answers to their queries quickly.

Customer service analytics: According to the vendor, Socialboards offers standard reports and customizable reports to provide users with valuable insights into customer engagement and the performance of their customer service team. The platform can also be seamlessly integrated with business intelligence systems, enabling further analysis and optimization of customer support operations.

FAQ: The vendor states that Socialboards simplifies the process of creating and updating FAQ articles, ensuring that customers have access to the most relevant and up-to-date information. The platform's autosuggest feature helps customers find relevant articles during their search, improving self-service capabilities. Users can publish FAQ articles on their websites and Facebook pages, providing easy access to valuable information.

Transparency and data processing: Socialboards offers a dedicated portal for GDPR access requests, ensuring secure and compliant data handling. According to the vendor, the platform provides a secure identification and validation process to protect customer data. Additionally, Socialboards automatically generates a data file with all customer data, simplifying the fulfillment of data requests and maintaining transparency.

One shared inbox for teams: Socialboards facilitates effective collaboration and efficient resolution of customer issues through a shared inbox for teams. Users can automate ticket assignment based on content, channel, and urgency, ensuring prompt response to each inquiry. The platform seamlessly integrates with chatbots, enabling efficient collaboration between bots and human agents. Furthermore, users can forward requests and involve internal experts or vendors in resolving customer issues.

Support in social media: Socialboards allows users to handle customer inquiries from popular social media platforms, including Facebook, Instagram, Twitter, and YouTube. Users can engage in customer dialogue on Facebook Wallposts, monitor and reply to comments on Facebook Ads, and respond to customer reviews, mentions, and shares on various social media platforms.

Email: According to the vendor, Socialboards enables users to gather all team emails in one unified inbox, ensuring efficient management and organization of customer inquiries. Users can assign tickets to avoid multiple replies on the same ticket, maintaining a streamlined customer support process. Socialboards ensures secure handling of customer data and compliance with GDPR regulations.

Form builder: Socialboards offers an easy-to-use form builder that allows users to create and publish customizable forms on websites and Facebook pages. Users can benefit from multiple variations of fields to capture specific data. The platform automates the dispatch of tickets based on form categories, ensuring that each inquiry is directed to the appropriate team. The vendor claims that form handling is secure and GDPR compliant.

Chat: According to the vendor, Socialboards provides a chat feature that allows users to provide real-time support and assistance to customers on their websites. The platform offers easy integration of the chat feature into websites, enhancing workflow and teamwork. Socialboards' chat support is GDPR compliant, ensuring the security and privacy of customer interactions.