Stop old-fashioned, manual work.

It’s a nightmare for your support team to manually identify and filter the tweets that require immediate action from those that don't. Wouldn't it be a lot easier to automate this process?

 

How does Social Signals work?

Social Signals is powered by Freddy AI. Freddy reads your tweets and mentions and learns continuously to distinguish between casual, less-urgent mentions and more serious attempts to seek real help. 

 

 

Filtering relevant tweets

Social signals runs on a machine learning algorithm that reads every single tweet tagged to the Twitter handle you’ve integrated with Freshdesk. It automatically recognizes the tweets that need action and converts them into tickets, filtering out everything else. Your support team does not have to manually scroll through your feed or spend time on irrelevant mentions anymore.

 

 

Assigning the tweets

Once you enable 'Social Signals', you get the nifty option to assign the filtered tweets to a specific agent-group within Freshdesk. For example, if you have a handle where a majority of the tweets are about refunds or payment related issues, you can have these tickets assigned to the 'Billing' group, automatically.

 

 

Learning from feedback

The ML model that powers Social Signals constantly learns from the feedback provided to its predictions and adapts to suit your business better. For example, if Social Signals converts a tweet into a ticket and notices an agent marking it as spam, it will learn not to convert similar tweets into tickets in the future. 

Here’s a step-by-step guide on how to set up Social Signals in your Freshdesk account.