Integration with social media for customer queries

Purpose

1.1. Enable airport shuttle services to receive, manage, and respond to customer queries originating on multiple social media channels, integrating these interactions directly with existing CRM systems for streamlined support and improved customer experience.
1.2. Automate ticket creation, tag query topics, assign agents, and log conversation histories, ensuring fast and consistent responses across all social channels.
1.3. Ensure all customer queries, feedback, and complaints from platforms (e.g., Facebook Messenger, Twitter, WhatsApp) are captured in one central dashboard for comprehensive oversight and analytics.
1.4. Route urgent requests (e.g., late pickups, lost property) to the relevant operational team instantly via automation.
1.5. Collect and unify customer sentiment, response times, and conversion metrics to continually refine service delivery and marketing efforts.

Trigger Conditions

2.1. Incoming direct message or post mention to social account (e.g., Twitter DM, Facebook comment, Instagram mention).
2.2. Customer completes contact form embedded in social profile.
2.3. Predefined keyword/phrase detected (e.g., “missed shuttle”, “booking enquiry”).
2.4. Reactions to story, poll, or ad on social channel.
2.5. Customer tagging service in a complaint or feedback post.

Platform Variants

3.1. Facebook Messenger
• API: Graph API, webhook for “messages” and “comments”
• Sample: Set webhook for page; auto-route message content to CRM’s case creation endpoint.
3.2. Twitter (now X)
• API: Account Activity API
• Sample: Enable DM and @mention events to trigger CRM workflow.
3.3. LinkedIn
• API: Messages API
• Sample: Monitor company inbox and match sender with CRM contact profile.
3.4. Instagram
• API: Instagram Graph API (messaging)
• Sample: Capture DMs related to stories/posts; push narrative into CRM notes.
3.5. WhatsApp Business
• API: WhatsApp Business API
• Sample: Configure webhook listener for new messages, auto-create CRM ticket, send acknowledgment.
3.6. Telegram
• API: Telegram Bot API
• Sample: Listen for user inputs via bot; transmit chat to support desk system.
3.7. WeChat
• API: Official Account API
• Sample: Auto-log inbound customer queries; assign tag for language/request type.
3.8. Viber
• API: Viber Bot API
• Sample: Relay messages from users to CRM with passenger profile enrichment.
3.9. Slack
• API: Events API
• Sample: Capture message events in public/private channels tagged #support; create internal CRM case.
3.10. Zendesk
• API: Messages, Social Messaging
• Sample: Integrate social inbound as new Zendesk tickets.
3.11. Salesforce Service Cloud
• API: Social Studio, Omnichannel Routing
• Sample: Enable channel connectors for Facebook/Twitter; auto-assignment to agent groups.
3.12. Microsoft Teams
• API: Teams Bots
• Sample: Use bot listening to customer queries in dedicated channel routed to CRM.
3.13. Google Chat
• API: Chat API
• Sample: Allow external users to send shuttle feedback; archive in CRM.
3.14. Intercom
• API: Conversations API
• Sample: Fetch user info from social login metadata; start chat record.
3.15. HubSpot
• API: Conversations Inbox
• Sample: Collect and sync new social contacts/messages as “tickets”.
3.16. Freshdesk
• API: Omnichannel Social Inbox
• Sample: Activate Facebook/Twitter connectors; ticketize conversations.
3.17. Zoho Desk
• API: Social Integration Module
• Sample: Onboard social handles, trigger workflow for missed shuttle alerts.
3.18. Sprout Social
• Feature: Smart Inbox, CRM Sync
• Sample: Aggregate multi-channel messages, update CRM contact notes.
3.19. LiveAgent
• API: Social Integrations
• Sample: Map customer social ID to CRM ticket history for context.
3.20. Mailchimp
• API: Social Posting, Automated Responses
• Sample: Auto-reply to social DMs, tag user in CRM for follow-up campaign inclusion.
3.21. Hootsuite
• API: Streams, Message Tagging
• Sample: Track conversations by hashtag; push interactions as CRM activities.
3.22. Discord
• API: Bot Webhook
• Sample: Listen for customer help requests in server chat; log ticket in CRM.
3.23. TikTok
• API: TikTok for Developers (Messages)
• Sample: Monitor DMs/comments; route complaints to support workflow.
3.24. Aircall
• API: Call & Message Capture
• Sample: Manage customer phone/social queries in a single CRM timeline.

Benefits

4.1. Centralizes all customer social queries to prevent missed messages and improve responsiveness.
4.2. Automates case assignment and tagging for faster resolutions and uniform service levels.
4.3. Enables detailed tracking and analytics of common customer pain points and response SLAs.
4.4. Increases agent productivity by reducing duplicate data entry and context switching.
4.5. Enhances customer satisfaction and brand reputation through timely, organized, and multi-channel support.