Social CX Social CX

All your service channels in a single console

Social CX brings WhatsApp, social media, LiveChat, voice and email into one view for your agents, with the customer’s history and your systems connected to the conversation.

Talk to an expert
All your service channels in a single console

We have advised major brands in 16 countries

  • Abbott
  • AFP Capital
  • AFP Habitat
  • Avon
  • Banco General
  • Banco Promerica
  • Caja Los Andes
  • Cargo Expreso
  • Castaño
  • Cencosud
  • Chilexpress
  • Claro
  • Coca-Cola Andina
  • D&C
  • Econorent
  • Entel
  • Froneri
  • Global Bank
  • Izipay
  • LATAM Airlines
  • L'Oréal
  • Mallplaza
  • Manpower
  • Niu
  • Posadas
  • RAC Asistencia
  • Ripley
  • Simmons
  • SMU
  • SURA
  • Telefónica
  • Transbank
  • Tur-Bus
  • Universidad de Las Américas
  • Universidad Tecnológica del Perú
  • Vivo
  • WOM

Why your operation needs Social CX

  • Every channel

    Every conversation lands in the same inbox, with context and without splitting service across screens.

  • Connect your systems

    CRM, ERP and internal systems in view so agents answer without leaving the conversation.

  • Automation

    Flows and bots handle repetitive requests and route to the right agent when needed.

  • Unified reporting

    Dashboards with full traceability of every interaction, no separate reports per channel.

How it works

  1. 1

    The customer writes or calls

    Through WhatsApp, Instagram, Facebook, TikTok, LiveChat, voice or email.

  2. 2

    The bot answers first

    It resolves frequent questions or collects the data needed before handing off.

  3. 3

    The right agent takes over

    Based on availability, workload or skills, with the customer’s full history.

  4. 4

    Every interaction is measured

    Response times, agent productivity and bot effectiveness in a single dashboard.

Features

  • Multi Chat

    Each agent handles up to 20 simultaneous conversations on a single screen.

  • Smart routing

    Automatic distribution by availability, workload or skills.

  • Native CRM

    Customer profile, history and your own fields right next to the conversation.

  • Asset Manager

    Search, pick and send media assets from within the conversation.

  • Team Chat

    Internal messaging between agents and supervisors to clear doubts instantly.

  • IVR Deflector

    Move customers from the phone queue to WhatsApp, with full traceability.

  • Operational analytics

    Response times, agent productivity and bot journey effectiveness.

  • Bots and AI

    Bot flows and AI agents that share the same logic across every channel.

See it in the platform

Use cases

  • Banking and insurance

    Due dates, renewals and benefits handled across every touchpoint.

  • Retail and e-commerce

    Assisted sales, stock questions, deliveries and exchanges from a single team.

  • Telco and utilities

    Complaints and technical support with real-time KPIs.

  • Healthcare and education

    Reminders and routing to specialized agents by type of request.

Frequently asked questions

Which channels can I connect?

WhatsApp, Instagram, Facebook Messenger, TikTok, LiveChat, voice, video calls and email, all in the same console.

How many conversations can an agent handle at once?

With Multi Chat an agent can manage up to 20 simultaneous conversations without losing the context of each one.

Does it integrate with my systems?

Yes. Social CX connects with your CRM, ERP and internal systems to show their data during the conversation.

How are conversations distributed?

You define the routing policy: by availability, workload or each agent’s skills.

Related products

Unify your customer service with Social CX

We’ll show you a tailored demo with your channels, your teams and your service flows.

Request your demo