Meltwater Social Listening

Boost customer satisfaction with real-time care across every social channel

Integration Overview

Today’s customers expect fast, personalized responses—especially on social media. But when mentions go unnoticed or replies are delayed, it doesn’t just cost leads, it chips away at brand reputation.

8x8 and Meltwater bring social media directly into the customer experience spotlight. With this integration, every @mention, DM, or hashtag becomes an opportunity to listen, engage, and act with best-in-class social listening. Social messages are intelligently filtered and routed into existing agent queues, just like voice calls, chats, and emails. No additional tools. No workflow changes. Just scalable, real-time engagement across every channel customers use today.

Meltwater is embedded directly in the 8x8 Contact Center™, offering agents a unified omnichannel workspace, empowering them to reach back in the moment and deliver responses that feel personal, proactive, and perfectly timed.

Benefits

Improve CX on social channels: Deliver fast, personalized, and consistent responses across platforms.
Streamline agent workflows: Unify social and support channels to reduce app switching and improve resolution times.
Focus agent attention: Use keyword filtering to surface only the most relevant mentions and messages.
Strengthen brand loyalty: Detect and address negative sentiment early while amplifying positive feedback.

Features

Real-Time Social Listening: Enables social platforms to function as inbound channels for customer care, allowing agents to engage in the same channels where customers initiate conversations.
Custom Filtering: Supports tailored filtering to isolate high-value or relevant social mentions, ensuring only actionable customer care cases are surfaced and prioritized.
Multi-Platform Support: Provides support for identifying and responding to posts, mentions, and direct messages across X (Twitter), Instagram, Facebook, YouTube, TikTok, and LinkedIn—all within the 8x8 Platform.