You can manage your social media community with ZoomSphere Community Management App.
Add the app to your workspace and connect the required social media channels.
If you are not sure how to create new apps and how to start with ZoomSphere, check these articles here.
Facebook – Direct messages, Comments, Replies, Reviews, Mentions, Visitors posts
Twitter – Direct messages, Tweets, Replies, Mentions
LinkedIn Pages (not personal profiles) – Comments, Replies
Instagram – Organic post comments excluding comments on IGTV posts
Youtube – Video comments
Google My Business
Customer Care Queue
Once your app is in place, the incoming comment from your social media accounts will start synchronizing in the queue in the left panel.
The comments from all connected social media channels are ordered chronologically from the newest to the oldest (the order can be changed).
Results in your queue can be filtered based on the message type, source, date range and chronological order (Least recent/Most recent):
Note: Please note that the system will by default display incoming messages from the past ten days. If you wish to extend this date range, please use the filter.
All unresolved incoming messages are in status Open. Once you resolve any message/comment, it is automatically Closed and removed from your Open queue. You can switch between these status queues to go back to the resolved comments.
Once you click on the comment in the queue, it will be opened in the middle panel – in the post detail. Here you can see the whole thread and context of the conversation, but most importantly you can reply to the comment and resolve it.
Comment actions (actions available when you hover over a comment with your mouse)
Reply – publish your reply directly to the native platform
Assign – do you need to cooperate in a team? You can easily assign a comment to your team member
Note – leave an internal note at the conversation for better team cooperation
Tags – attach tag to comment to analyse top topics which your clients discuss
Labels – each comment can be labelled with a sentiment information
How to resolve a comment
Once you reply to your comment or want to resolve incoming message without a reply, click on the tick button. This way you close the comment and move it from the Open queue into the Close one.
Each user who contacts you on your social media account will have a CRM record automatically created by the system.
In the CRM record, you will find the history of the conversations with the user, and you can fill in additional user information, which will be saved and you can always come back to it in the future.
You can categorise your clients with CRM tags. Simply an assign existing tag to a CRM record, or create a new one.
All incoming messages from such a client will have tag automatically included in the comment detail.
If you have any questions, don't hesitate to contact us via the in-app chat or our email email@example.com. 🙂
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