Customer Interaction via SMS

SocialInbox scans 50+ platforms (Google, Facebook, Instagram) to detect positive/negative sentiment patterns. The system assigns urgency scores using natural language processing, automatically creating support tickets for critical issues1. For example, a restaurant chain using SocialInbox reduced response time to negative reviews from 48 hours to 11 minutes, improving their Google rating from 3.8★ to 4.6★ in 3 months

SocialInbox’s SMS gateway handles 89% of routine customer inquiries without human intervention. Features include:

• Smart Response Templates: Pre-approved SMS replies maintain brand voice while resolving common queries
• Payment Links: Direct customers to secure payment portals via text
• Review Solicitation: Automated SMS requests after service interactions boost review volume by 40%

A case study showed an auto dealership increased service appointments by 27% using personalized SMS follow-ups. The system integrates with CRM tools to track conversation history across channels

SocialInbox categorizes incoming feedback using a 5-tier urgency scale:

1. Critical (Hostile sentiment): Directly routes to senior staff
2. High (Negative): Assigned to dedicated support agents
3. Medium (Neutral): Queued for batch processing
4. Low (Positive): Triggers thank-you templates
5. Advocacy (Enthusiastic): Flags for referral programs

A multi-location spa chain reduced ticket resolution time by 68% using this system, reallocating 200+ staff hours monthly to core operations