CUSTOMER FEEDBACK
The feedback people don't send you directly.
Plenty of feedback never reaches a support inbox, it gets posted on X, left as a comment on Instagram, or dropped into a Reddit thread instead. Social Line tracks your brand and product keywords across all seven platforms and sorts what it finds into categories your team already uses.
Mentions for “Example Co.”
SAMPLE DATA · FICTIONAL BRAND
Recent mentions
Switched to Example Co. last week, onboarding was painless, big fan so far.
Support reply took two days. Product is fine, response time is not.
Three tools I stopped paying for after switching to Example Co. Link in bio.
Switched our weekly reporting over to Example Co., first Monday without a manual export in months.
Each mention arrives with sentiment attached and can be matched against categories like bug report, feature request, praise, or complaint, sorted before anyone reads it.
HOW IT WORKS
The workflow, step by step.
Set categories that match your team
Define labels like bug report, feature request, praise, and complaint in Settings, whatever your team already uses to talk about feedback.
Mentions arrive already sorted
Each mention is matched against your categories and tagged with sentiment before it reaches the feed, so triage starts pre-sorted instead of starting from a blank list.
Work through it as a queue
Mark each mention open, follow up, done, or irrelevant. Status is shared across your account, so a team can split the queue without duplicating work.
WHAT'S INCLUDED
What makes this work.
Sorted before you see it
Mentions are matched against your own categories, bug report, feature request, praise, complaint, or whatever fits your team, so triage starts pre-sorted instead of starting from a blank feed.
A workflow, not just a list
Mark any mention open, follow up, done, or irrelevant. Status persists per mention, so feedback doesn't get re-read or re-litigated every time someone opens the feed.
Reach-ranked attention queue
Negative feedback lands in the Needs Attention view ranked by reach at risk, so a complaint from an account with a large following surfaces ahead of a quieter one.
Sentiment on every post
Positive, neutral, and negative labels are attached automatically, so you can separate praise worth amplifying from complaints worth routing to the product team at a glance.
FAQ
Questions about customer feedback
Can I set my own feedback categories?
Yes, categories are configurable in Settings so mentions get matched against labels your team already uses.
Does this replace our support inbox?
No. It surfaces public feedback that never reaches your support inbox in the first place, posts, comments, and threads mentioning your product on social platforms.
Can multiple people work through the same feedback queue?
Yes, mention status (open, follow up, done, irrelevant) is shared across your account, so a team can triage the same feed without duplicating work.
The internet is talking.
Start listening.
First results land within about two minutes of setup, then each keyword runs on the schedule you pick, from every 5 minutes to daily.
Takes a minute to set up · Free for 14 days · No credit card