A new configuration option for (custom) fields enables you to add more information to the customer card of each ticket. This lets you see the clients phonenumber, ordernumber, quote reference or any other value, while working on a ticket. Check out this FAQ article to learn how to add any […]
To give you a better insight into who you’re having a conversation with, we included a new section called “Previous replies”. This section will show you the latest replies and also comments from social media posts that the customer has engaged in. The full historic overview of all your conversations […]
When Agent aliases are enabled for chat tickets, we changed the logic to include only the alias (instead of the full name of the agent) in email summaries, sent to the client.
Based on a number of client requests, we decided to make the reply field for chat tickets sticky at the bottom of the chat screen. This prevents the need for constant scrolling when you have the need to check out custom field values or other information in the thread while […]
Today, we added the option to delete comments directly from your Socialboards inbox.
This release includes reactions you get on your messages in Facebook Messenger. Small but important improvement.
Thanks to artificial intelligence, Socialboards can now provide you with important insight into how your customers feel about your brand and specific posts. It also allows for your agents to quickly identify and answer unhappy customers in large threads, to show professionalism to your social audience. Click on a Facebook […]
To make the everyday work of a customer service agent easier, we included a new set of filters to help you spend your time more efficiently. Once a Facebook post turns into a support ticket, we do a quick analysis and look for some key information. This in turn enables […]
It’s hard to keep a full overview of your customers’ engagement – not only across a large set of different channels but also in posts that contain possibly hundreds of comments. Our new “handled” features make it easier for customer service teams to work together to handle those huge threads. […]
Handle reviews and learn from your customers’ app experiences using our new integrations for Appstore and Google Play. Read more in our installation guide.