Social Inbox for Online Reputation Management

Social Inbox’s AI scans customer interactions (reviews, comments, messages) across platforms like Facebook, Instagram, and Google My Business to detect positive, neutral, or negative sentiment. Negative feedback triggers automated ticket creation, routing urgent issues to your team with severity labels. For example, a 1-star review on Google would generate a high-priority ticket, while a neutral comment might be flagged for follow-up. The system uses Hootsuite’s sentiment-scoring framework (assigning -1 for negative, +1 for positive) to calculate conversation-level urgency. Teams can filter tickets by sentiment to address critical issues first, improving resolution times by 40%

Aggregate messages, comments, and reviews from 10+ platforms (Facebook, Instagram, LinkedIn, Google My Business) into one dashboard. Podium’s Inbox 2.0-inspired workflow lets teams collaborate via @mentions, assign tickets, and add internal notes. For instance, a medical spa can manage Instagram DMs, Google reviews, and WhatsApp chats in a single view, reducing app-switching time by 30%. Advanced filters categorize conversations by intent (e.g., “appointment requests” or “complaints”) using natural language processing, mirroring Podium’s AI-driven routing

Social Inbox crafts context-aware replies using GPT-4, ensuring tone matches your brand voice1. Users can save templates like “Apology for Service Issues” or “Thank-You for Positive Reviews,” which the AI adapts to individual cases. For example, a restaurant might auto-respond to Yelp reviews with: “Thanks for your feedback, [Name]! We’re [thrilled/disappointed] to hear about your experience and will [share this with our team/contact you directly].” A/B testing shows AI responses increase review reply rates by 65% compared to manual efforts

Send personalized SMS/email requests post-purchase to collect Google/Facebook reviews. The system tracks non-responders and sends gentle reminders, improving review volume by 50%. Positive reviews are auto-shared as social posts (e.g., “Check out what [Customer] said about us!”), while negative feedback is diverted to private resolution channels. SEO tools sync with Google Business Profile, ensuring NAP consistency across 50+ directories and boosting local search rankings by 2.5x

Track metrics like average sentiment score, response time, and review star trends. Visual heatmaps highlight peak complaint hours (e.g., 25% negative sentiment on Mondays), enabling staffing adjustments. Teams can export reports showing how reputation impacts revenue-a 1-star increase correlates to 5–9% sales growth. Sprinklr’s social inbox model informs features like tagging advocates for loyalty campaigns.