Starting point
The brand answered customer questions arriving on Instagram, Facebook and X separately, with different team members. Some messages were seen late, and the same questions received different answers.
What changed with Sociopack?
All messages were brought together in a shared inbox. Saved replies were created for frequent questions, and instant alerts were set up for words such as “shipping” and “return”. Sentiment analysis made it possible to notice negative trends early.
Result
The customer service team saw every message in the same place, replies became consistent, and complaints were resolved before they grew.
