Engage121 overview latest june 2014
-
Upload
engage121 -
Category
Social Media
-
view
230 -
download
2
description
Transcript of Engage121 overview latest june 2014
Engage121 Detailed Overview
SaaS Provider
• NYC, Chicago, London, Norwalk CT (HQ)
Who are we?
SaaS Provider
• NYC, Chicago, London, Norwalk CT (HQ)
• Founded 1998, Profitable, Diverse and mutually supporting businesses
Who are we?
SaaS Provider
• NYC, Chicago, London, Norwalk CT (HQ)
• Founded 1998, Profitable, Diverse and mutually supporting businesses
• We now serve…
350+ enterprise and corporate clients; which includes over 9,000 local outlet accounts,
Who are we?
Sept 2010: Launched Engage121
What are they saying about us?
1998
Sept 2010: Launched Engage121Oct 2010: Mashable “Top Five SMMS for Business”
What are they saying about us?
Sept 2010: Launched Engage121Oct 2010: Mashable “Top Five SMMS for Business”Nov 2011: Mashable Finalist, Digital Company of Year
What are they saying about us?
Sept 2010: Launched Engage121Oct 2010: Mashable “Top Five SMMS for Business”Nov 2011: Mashable Finalist, Digital Company of YearMay 2012: Gartner; Cool vendor “Customer Service and Social CRM”
What are they saying about us?
Our ClientsRETAIL NGO/ASSN.
RESTAURANT AND FOODSERVICE
HEALTH AND WELLNESS
FOOD & DRINK
SERVICES AGENCY
FINANCE/INSURANCE CONSUMER
Social CRM – End-to-end Solution
Planning: Integrated workflow & project mgt.
Explore:Monitor the Social Web
Listen: Hear local customers, influencers
Care: Respond to customers quickly
Speak: Engage people locally, one-to-one
Publish: Campaign management & apps
Evaluate: Measure and analyze your efforts
Integrated Social Platforms
COMMUNITIES BLOGS/MICROBLOGS LOCATION BASED
ANALYTICS
BLOGS/FORMS/WIKIS
Instagram CRM INTEGRATION
Rating and Review Sites
Engage121 Functionality Overview
Home Tab: What is it?
Home Tab components
Your primary charts
Secondary charts created in the Evaluate Tab. These charts can be edited, replaced and created as needed
Your quick view engagement pane for Engage121 Tabs
Log Out Button
Main Engage121 Tabs
Text analytics
Clarabridge – best of breed analytics software
Sentiment & Natural Language Processing across 10 languages
Ability to custom define searches for detailed monitoring (search with search)
Organize & direct content by type to appropriate teams (customer care, product feedback etc.)
Monitoring for sentiment in 10 Languages
COMMUNITY MANAGEMENT: moderation of multiple channels
Panel ViewThis link delivers an expanded quick view of all of your social platform pages for easy engagement
Workflow: Assign content within a team
Individual Post from a User you are connected to.
Assign Button allows you to pass content/tasks to other team members
Workflow: Quickly see team workflow
Quickly SEE where colleagues have responded or engaged with the community & click quickly through the conversation for context
Profiling Commentators & Defining Influence
Deliver a robust enterprise-level social media management solution, including:
The ability to manage multiple brands and all of their social networks in one place Monitoring Publishing Listening Facebook Advertising and
promotional/lead capture apps
Setting compliance guidelines, permissioning and approval chains
Enabling management of projects, groups, teams, tasks and customer service
Multi-Brand Dashboard for multi-brands and agencies
The ability to control the type of access and functions available to team members Intern Community
manager Moderator Content creator Analyst Manager
Define & modify roles easily and cascade them across the organisation
Workflow Management: Start by managing your teams Permissions
Engage121 permission dashboard
Permissioning – Flexible across your teams and depts
Asset management: Library for content
Add/Manage your assets in Library (Images, Content and Video)
To post assets to Facebook you must first upload the files to your Library, you may also create as many Libraries as you need.
To upload new assets you can either Create a Library or Upload, then Name your file and select what type of asset it is.
Create a NewLibrary
Denotes aLocked library that you can not edit; however you may use these assets
Add a New Asset
Click to View Library
Speak: 1-2-many publishing
EASY STEP BY STEP PROCESS
Step 1 – compose content
Step 2 – choose platform, settings & targeting
Step 3 - publish or schedule later
Step 4 – advertise (FB/twitter)
Campaigns: Creating, tagging & reporting
Create campaigns, tag posts and content to particular campaigns & watch the campaign dashboard track your results.
Speak: Content creation process – teams, approval process
Teams can share and contribute to content, and review previous edits.
Posts can be tested or reviewed after publishing for performance & where appropriate re-publishing
Speak: Flexible templates for page app creation
Completed Page Page Layout: Choose # of Open Frames
End to end workflow: Planning tools for teams
Your Engage121 Calendar (Planner) helps you, manage your posts, projects, tasks and quickly view all that is happening in one, easy to use panel.
End to end workflow: Planning tools for teams
Quickly see the status of all content planned for the weeks/months ahead.
Click post to update scheduling, content, targeting or campaign
Full audit trail from the moment a post is composed until it is published
Full post publishing analytics by post
Engage121 Approval Process
Community Manager
Content Manager Marketing Legal
Viewers/Monitors
LegendApproval EmailFYI Email
Community Manager Creates a PostContent Manager Approves the PostMarketing Approves the PostLegal Approves the PostCommunity Manager Schedules Post for Distribution or Approves when Ready for Distribution
Sample Approval Chain
Approval Emails Include the Post Details and Approve and Reject ButtonsClicking Approve Opens a Browser Window Where Comments can be AddedClicking Reject Opens a Browser Window Where Comments can be Added
Logging into Engage121 Permits Editing of the Post Before Approval
Clicking Approve or Reject on a Post that has Already been Acted on at thisApproval Step Displays a Message Explaining what Happened to the post.
All Users Not in the Immediate Approval Step Receive the FYI Email.They Cannot Act on it. It Serves as Notification of a Post Only.
End to end workflow: Tasks and communication
An internal communication and work flow improvement resource. Which gives you the ability to assign tasks, direct message, and approve/decline content.
Keep on top of workflow: Alerting
•Workflow: Manage any of your Alerts or Add a new Listen Alert
Every Alert can be edited by clicking the blue arrow on the right side of each category, then by clicking the Name of your Alert.(This applies to Explore, Listen and Evaluate)
In this section, you can also add a new Listen Alert. Simply press the Add an Alert button.(Explore and Evaluate Alerts must be Added within those Tab sections)
Click Here to Preview the category Alerts
When you select the Name of your Alert, you may edit all options as shown here
Mobile App
Engage121 Analytics Overview
Analytics: Home page overview
The Home Tab offers easy, one-click access to charts, analytics and Key Tabs/Resources.
Evaluate Tab: Reports/charts suite
The EVALUATE Tab offers easy, one-click access to charts, analytics and Key Tabs/Resources.
Evaluate Tab: How to Use it?
In order to understand what the chart capabilities are, you must first understand what’s being calculated. The next several slides will walk you through nomenclature, chart type definitions and sample charts.
Chart Type Chart Name Description
Outcomes Facebook Insights Incorporate Facebook Insights for your connected Facebook page, including Unique likes, comments and other insight data, aggregated or tracked over time.
Keyword Rank Ranks the prevalent words that appear in association with the keywords you've entered.
Sentiment Measures tone of the posts that mention your keywords
Share of Voice Track your presence among a specific audience. Define the audience with a set of keywords, and then compare two or more “segments” across that audience.
Activity My Activity Charts your activity on different social media platforms (posts, comments, etc.)
This begins to explain Chart Types, Names and Descriptions.
Evaluate Tab: How to Use it?
Chart Type Chart Name Description
Reach BuzzBuzz Compare
Uses keywords. Searches Twitter, Facebook, YouTube, review sites, blogs, and other social media. Can use exclusion words. Use Buzz Compare to compare multiple brands or keywords.
Fans/Followers -Tracks fans and followers based upon user’s connections. (Facebook, Twitter and Tumblr)-Twitter (Select Handles) – Track other users’ Twitter followers over time.-Twitter Rank – Charts your overall Twitter rank, Following Ratio or Klout score against others over time.
Direct & True Reach A way to track “impressions”. Direct Reach = # of people you reach through a Tweet. True Reach = # of people you are reaching through other’s re-tweets.
Platform Pie chart breaks down mentions of specific keywords by domain and handle.
Engagements Foursquare Check-ins View check-ins by date or by name.
Engagements by Tag Tracks the interactions with tagged speakers.
Tags Tracks the number of speakers assigned with the selected tag.
Interactions Tracks direct messages and replies on Twitter and posts, comments and wall posts on Facebook. Can be aggregated, or broken out by connection.
Web Stats Tracks numbers of visitors to your web site or pages based on your Google Analytics connection.
Link Tracking Displays the number of click throughs for a specific bitly link (option must be selected in the Speak section when generating the link)
Facebook FANlet Displays the results of your selected FANlet.
Continued from last slide
Evaluate Tab: Learn where your customers talk
Preview your audience on:
FacebookTwitterTumblrYouTubeLinkedInGoogle+BlogsRating and
Review sitesand more.
Your Brand Mentions
Evaluate Tab: Compare your Fans and Followers.
Facebook Insights and Twitter Analytics
Compare key demographics
Your Brand Facebook Insights
Your Twitter Account Analytics
Evaluate Tab: Sentiment Analysis
Know where you stand:
Compare your brand sentiment to competitors
Against thought leaders
Industry Standards
Your Brand Sentiment
Evaluate Tab: Who is speaking about you.
Gender Occupation Location Where they eat Where they
shop Age Interests People vs.
Companies Family Status Employment
Status and more.
Occupation
Where they shop
Evaluate Tab: Export content
Export an Excel file
Once you export an excel file, the links to the posts will be live in the spreadsheet.
Evaluate Tab: How to Use it?
Evaluate Chart Samples; Buzz Charts
Buzz Charts:Count the number of times a keyword is mentioned by platform.
Buzz Compare, compares the buzz of multiple keywords to each other.
Evaluate Tab: How to Use it?
Evaluate Chart Samples; Fans & Followers Charts
Fans and Followers -
All Platforms – The total # of F&F’s of all connected platforms.
By Connection – # of F&F’s by specific connections.
Select Handles – # of F&F’s by select Twitter handles, either yours or other peoples.
Twitter Rank – Charts your overall Twitter rank against others over time.
Following Ratio – The # of your followers or # of people you follow.
Evaluate Tab: How to Use it?
Evaluate Chart Samples; Direct and True Reach Charts
Direct and True Reach
Direct Reach = # of people you reach through a Tweet.
True Reach = # of people you are reaching including when others retweet you
Evaluate Tab: How to Use it?
Evaluate Chart Samples; Platform Charts
Platform
Pie chart breaks down mentions of specific keywords by Social Media platform.
Also exports the top 5 posters of each platform
Evaluate Tab: How to Use it?
Evaluate Chart Samples; Engagement Charts
Engagement Charts
Foursquare checkins – # of times people check into your Foursquare Venue
Interactions – Tracks direct messages and replies on Twitter and posts, comments on Facebook.
Link Tracking – Displays the number of click throughs for a specific bitly link (option must be selected in the Speak section when generating the link)
Facebook FANlet – Displays the results of your selected FANlet poll.
Evaluate Tab: How to Use it?
Evaluate Chart Samples; Insights Charts
Insights
Facebook Insights – Demographics and interaction data of your Facebook fans; Age, Gender, Fans or Pages and Post level Insights, including Likes, Views, Comments and Shares.
Youtube Insights – Demographics and interaction data of your Youtube followers; Age, Gender, Popularity, Users, Views, Comments, Subscribed,
Un-Subscribed, Favorites and ratings.
Web Stats – Tracks numbers of visitors to your page based upon your Google Analytics connection.
Evaluate Tab: How to Use it?
Evaluate Chart Samples; Facebook Insights Charts
Facebook Insights – Demographics and interaction data of your Facebook fans; Age, Gender, Geography, organic/paid reach
Evaluate Tab: How to Use it?
Evaluate Chart Samples; Facebook Insights Charts
Facebook Insights – Post performance
Evaluate Tab: How to Use it?
Evaluate Chart Samples; Facebook Insights Charts
Facebook Insights – Engagement activity & performance
Evaluate Tab: How to Use it?Evaluate Chart Samples; Twitter Insights Charts Twitter Insights – Demographics
and interaction data of your Twitter followers; Age, Gender, interests, habits, family status.
Analysis: DIY Charting
Brand Reputation Scorecard - Dashboard
Brand Reputation Scorecard - Dashboard
Brand Reputation Scorecard - Dashboard
Brand Reputation Scorecard - Results
Client Vignettes
LEAD GEN. BRANDAWARENESS
BRANDBUILDING
REP.MGMT.
BRANDAWARENESS
BRANDBUILDING
SPOTPURCHASE
BRANDAWARENESS LEAD GEN. CRM
Facebook dress promotions every Friday
24k entrants;12k email opt-ins;19k likes;Moved email budget
Contest: Where to put the next GC?
Reached 55k; 1,200 acted; 530 likesSpent $250
Contest: User participate in healthy eating program
FB trxns +150%; FB web traffic +83% YOY; Leads+ 65%; 1,800 mentions; 55k likes
Mitigate complaints: listen & respond;Improve sentiment
Red. comp. from 20 to 5/month; Incr Klout from 0 to 36; F&F up Tw 1,700, FB 240
Live event bcast FB; promotion goal was to incr. fan base
57k views; 9.6k fan increase (33x avg/day); talking 16k (3x avg/day)
Need all local stores to have consistent messaging; thought leadership
F&F increased:FB 90%;Tw 27%In first 90 days
All 200 stores need a consistent FB bus. Page; community approach
Coupon program in place w/promo. helping move perishable inventory.
Improve KPIs such as sentiment, buzz, engage., etc.; Increase F&F
Incr. mentions 218%; Incr. fans 93%; rise in positive sent. Of 60%
Drive new member and franchise owners through social
In 4 mths: LR tripled its fanbase; leveraged coupon prgm.; social now leads the way
Manage global brand and specific customer needs
Philips now successfully manages cust. care issues through social
Engage121 Client Use Cases