Social monitoring that answers customers and wakes the right team.
Every mention of the company and ten competitors is classified as it lands. Rules decide what gets an automatic reply, what goes to Support, Pricing or On-call, and what is only logged. Every action records the rule that fired.
Two analysts read everything, and incidents were found on social before they were found in monitoring.
Mentions of the brand and ten competitors arrived across social networks, app-store reviews and news, in volumes two analysts could not read in a day. Customer complaints waited for a reply; pricing moves by competitors were noticed a week late; an outage showed up as a spike of angry posts before any alert fired.
The team did not want a bot that talks to customers unsupervised. They wanted the classification and the routing done for them, with every automatic action traceable to a rule they had approved.
Classify everything, reply to the safe cases, route the rest, log it all.
social, stores, news
topic, sentiment, severity
12 rules
approved cases
On-call, Comms
weekly, competitors
Live, with the analysts reading the digest instead of the firehose.
Auto-replies cover the approved cases; everything else reaches the right team with the rule that sent it. Outcome figures (analyst hours returned, reply times, incidents caught before monitoring) are published here once the first full quarter closes, with their dates and sample sizes.
“The on-call page arrived before our own monitoring did. That was the moment the team trusted it.”
Which conversations about your brand reach you a week late? Tell us, and we reply within one business day.
Send a few lines about the problem and the people it affects. The reply comes from the engineer who would lead the work.
- 01 We read the brief and reply in writing.within 1 business day
- 02 A 30-minute call to understand scope and constraints.same week
- 03 A written proposal: options, assumptions, estimate.within 5 business days
- 04 Kickoff with the team that scoped it.on your timeline