Sociomile Features

Supported Channel

Voice

Facebook

Instagram

Line

Youtube

Live Chat

Twitter

Play Store

Messanger

SMS

Help Desk Management

Multiple
Products

Set up different customer portals for your multiple products and use automation rle to direct issues to different teams.

Business
Hours

State your support teams working hours so the SLA can be calculated fairly based on business hours and not calendar hours.

Supervisor
Dashboard

Oversee which agent or group is working on how many tickets and their ticket statuses using the dashboard.

Service Level
Agreement (SLA)

Resolve an issue using SLAs with customers and agents under your expectations.

Agent
Roles

Help your agents by giving them a specific role at the helpdesk so they know what is accessible to them.

Collaboration

Agent Collision
Prevention

Lock ticket details when other agents is looking at a ticket.

Accelarate Your
Team

Collaborate with team members across the company to resolve customer issues faster.

Ticketing System

Reply to
Tickets

You can reply to tickets created through any support channel right from Sociomile. The replies will reach the customers through their prefered channel.

Mark Tickets
as Spams

Create automation rules to mark tickets from certain requesters or those carrying certain keywords as spam (or mark tem as spam manually).

Filter
Tickets

You can filter tickets based on its properties like due by time, status, and the agent who is responsible for the ticket.

Export
Tickets

Export any list of tickets along with the conversations and properties of the tickets you choose.

Respond
Quickly

Save responses to the question you receive most often and insert them into your ticket replies with one click.

Add Time to
Tickets

Track the time agents spend on every ticket.

Ticket Activity
Log

See the comprehensive history of the ticket, including which agent/automation rule modified which properties.

Filtered
Search

Filter your search results with all the ticket properties.

View Requester
Info

Identify the information related to the requester of the ticket right next to it.

Auto Refresh Ticket
List and Details

Sociomile will update ticket list and details page automatically for the changes have made.

Tag
Tickets

Tag tickets with keywords, then you can find them easily.

Reporting

Vital Metrics Based
on Properties

See the values of major helpdesk metrics and see breakdowns based on various properties.

Performance
Distribution

An analysis of the first response time, overall response time and resolution time of the helpdesk.

Data
Export

Export data from your helpdesk and analyse it with any tool you use.

Ticket Volume
Trend

An analysis of the tickets created, tickets resolved and the unresolved tickes over time.

Improve Contact Center Performance with SocioBotIntegrated with Sociomile Contact Center System, Now!

Enjoy More Conveniences with Sociomile

Sociomile Voice

Customer interaction system via inbound/outbound voice calls

Sociomile Omni-Channel

Customer interaction system with 12 digital channels integrated in single dashboard

Sociobot

AI-based chatbot program for responsive customer interactions 24/7.

Trusted by Hundreds of Brands from Various Industries

It's time to improve customer engagement with us for business acceleration in digital era.

Kasoem Group

Sebelum kenal Ivosights kami menggunakan layanan multi-channel yg dikelola unit berbeda, tapi performance & engagement tidak maksimal, hingga awal 2020 kami menggunakan Sociomile & Sociobot. Luar biasanya interaksi kami tumbuh lebih dari 500%, service level & service quality terjaga dengan baik. Ivosight bantu kami tingkatkan customer experience & berdampak pada pertumbuhan bisnis kami.

PNM Digi

Untuk pemakaian Sociomile selama kurang lebih 2 tahun ini, dari sisi penggunaan itu sangat mudah di gunakan, tampilannya juga simple dan mudah dimengerti, fungsinya juga lengkap.

Indolotte

Akhir-akhir ini semakin membaik, karena dari awal pada tahap moderasi dari FB-nya cukup lama. Saat ini, dalam hitungan satu jam untuk template itu sudah cepat untuk approve. Progress ini kami appreciate. Penggunaan dashboard-nya pun sangat user friendly.

Sekolah.mu

Walaupun Sociomile itu produk lokal tapi fitur nya komplit, apalagi ada custome field. Kami bisa free bikin sendiri tanpa harus req ke Ivosights. Harganya pun murah. Channel-nya beragam, kami jadi enak ngebagi project berdasarkan BU (bidang unit).

Visval

Sociomile memudahkan admin untuk membalas chat secara bersama-sama. Penarikan report terkait tiket, issue, customer survey hingga performance dari customer service pun sangat mudah. Data terkait tagging/issue yang ada di Sociomile juga bisa menjadi feedback bagi perusahaan/brand kami.

Transmarco

Sebagai retail fashion, PT Transmarco membutuhkan satu single dasboard untuk berinteraksi dengan pelanggan. Sociomile telah membantu kami, sehingga interaksi dengan pelanggan pun jadi lebih mudah dan cepat. Karena, kepuasan pelanggan menjadi prioritas utama kami.

Ninja Xpress

Tools nya membantu banget, kerja jadi lebih mudah ga perlu buka sosmed 1 per 1 cukup dari sociomile, semua channel yang menjadi concern layanan kita bisa dimonitoring menggunakan satu tools ini. Over all recommended untuk monitor social media.