Improve customer experience across every social and digital conversation.
Monitor 16+ social and digital channels from one place.
Report on the exact signals that shape customer satisfaction with Connect by eBrandValue.
Built on eBrandValue's data engine. 10+ years of augmented social intelligence across high-volume sectors.
Raise the standard for customer satisfaction, response quality, and reporting.
Enterprise Brands
Strengthen customer experience across social media, public reviews, and complaints. Teams reply with full context and spot recurring issues early.
Learn more →Public & Urban Services
Coordinate public conversations across services, cities, and programs. Surface emerging issues earlier and give every team a shared view of performance.
Learn more →Agencies & BPOs
Deliver consistent, high-quality customer care across every brand you manage, from social response and reviews through to client reporting in one interface.
Learn more →Every channel your customers use, connected in one workspace.
Plus 16+ more, including public forums, app stores, review sites, and direct API integrations. Connect holds verified Meta Technology Provider status.
See every channel →Unified Inbox & Collaboration
Consolidate inbound conversations from social media, DMs, and review platforms into one workspace. Eliminate channel fragmentation and track real-time agent workloads across communication streams.
See how it works →Deploy centralized conversation assignments that show active agent statuses inside the message pane.
Draft replies with context-aware AI that an agent reviews before anything is sent.
Surface past messaging data and historical logs alongside live user handles.
Social Listening & Publishing
Track public sentiment and competitor activity while you plan and publish content from the same workspace. See what customers are saying and turn it into your next post without switching tools.
See how it works →
Monitor hashtags, keywords, profiles, and locations alongside app store and map ratings in one view.
Queue posts for Facebook, Instagram, LinkedIn, and X weeks in advance with flexible calendar views.
Preview platform-specific aspect ratios and track post-level engagement the moment content goes live.
Analytics & Performance Dashboards
Give leadership a real-time view of team performance and conversation volume. Build custom dashboards around your own hierarchy and taxonomy to track long-term trends and spot service drops early.
See how it works →
Track first response time, average response time, and workload distribution by individual agent.
Configure custom widgets that reflect your exact corporate hierarchy and taxonomy.
Export raw data or full reports built for fast, board-ready leadership reviews.
Brand Safety & Automation
Detect emerging issues within minutes and automate the routine parts of high-volume response, without losing control of the customer message. Your team writes the rules in plain language, chooses which group each alert reaches, and sets the wording of every automatic reply.
See how it works →Set keyword, post-volume, and follower-count thresholds, then route each alert to the team that owns the issue.
Choose the trigger and write the wording, so routine acknowledgments go out without an agent drafting each one.
Log every alert and automation firing with a timestamp, beside the rule that triggered it, no export needed.
“User-friendly interface and reporting tools made significant contributions to our team in crisis management, generating insights, accurately understanding customer needs, and developing communication strategies.”
Everything you need to know about Connect.
Connect is a social and digital customer experience management (CXM) platform built on eBrandValue's data engine. It brings brand teams and digital conversations into one workspace, helping customer service agents, CX leads, and social media managers monitor, respond, publish, and report across 16+ social and digital channels. Supported streams include core social networks, messaging apps like WhatsApp Business, location-based Google Business reviews, app marketplaces, and regional public forums.
Connect is designed for customer service agents, CX leads, and social media managers across three main segments:
- Enterprise Brands: teams running in-house customer service and social operations who route conversations and track performance by branch, store, or product line.
- Public & Urban Services: transit operators, utilities, and agencies handling high volumes of subscriber feedback who need to identify complaints by transit line, station, or district.
- Agencies & BPOs: BPOs and consultancies running care for multiple client brands who manage every brand and report per client from a single platform.
Connect monitors live public channels and private DMs to catch rising complaints the moment customers post them. When an operational incident occurs, such as a broken ATM network, a checkout error, or transit delays, customizable volume thresholds and Boolean keyword triggers isolate the anomaly. The platform routes push and email notifications directly to the right teams so they can act before an issue escalates publicly. To streamline response triage:
- AI tagging: sentiment analysis automatically evaluates nuanced language, typos, and cultural slang to categorize incoming customer text without translation clutter.
- Automated categorization: background routing rules instantly apply tenant-specific taxonomy labels to group conversations by topic or risk level.
- Unified inbox assignment: live conversation states show ownership within the message pane, preventing agents from duplicating effort on the same customer DM or post.
Connect is the operations layer built on eBrandValue's predictive data engine, which has provided enterprise brand-intelligence and big-data analytics to Fortune 500 clients since 2015. Run by the same core engineering team for over a decade across high-volume banking, retail, and public utility sectors, that engine handles cross-channel signal at scale. The technology is backed by global recognition, including Y Combinator (W'15), Cannes Lions Top 10 (2015 and 2016), the EU Seal of Excellence (2017), and 3rd place at the 2026 INFORMS Innovative Applications in Analytics Award (IAAA).
See how Connect works for your customer experience team.
Book a demo in a live workspace configured around your channels, teams, rules, and reporting needs.
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