Marketing Cloud - Partner Office Hour (December 15, 2015)
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Transcript of Marketing Cloud - Partner Office Hour (December 15, 2015)
Social Studio Product Update Partner Office Hours Dec 15, 2015
Luke Ball Senior Director of Product Management
@holidomelarry
Marketing
Sales
Customer Service
Legal
Enterprise Social
The State of Social Marketing Has Evolved
2006 Today
Agency Owns Social
PR Dept. Adopts Social
Marketing Adopts, and Social Care
emerges
Hub & Spoke
Dominant
Best in Class Brands Are Focused on Three Key Strategies Social Plays a Strategic Role in a Customer Centric World
The Social Team Evolves
From Execution to Leading Strategy, Governance, &
Technology
Connecting Social to the Broader Business
Marketing, Sales, Service & Measurement
Ensuring Brand Relevance
Leverage Paid & New Content Forms In A Content
Rich World.
Listen Real-time insights from
the social web
Analyze Report on performance
and ROI
Engage Connect real time with
customers at scale
Publish Plan, collaborate and share content across
teams
Advertise
Connect social advertising with social
marketing
3RD PARTY APPLICATIONS
Key Product Themes
Delight the Social Marketer Connect Social Marketers
& Media Buyers Social in the Customer Journey
Deepen Social Customer Care Reinvent Data Intelligence
May ‘14 Jun ’14 Aug ’14 Nov ’14 Feb ’15 Apr ’15 Jun ’15 Aug ’15 Nov ‘15
Publish Launch Social Studio
Scheduling+ calendar
Content Apps
Mobile Calendar
Mass Account Publishing
Content Sharing
Mobile Approvals
Mobile Analytics
Inline Image Editing
Publish Macros
Premium Apps
YouTube & Google+
Web Analytics
Salesforce Files App
RSS Feed App
Salesforce Login
Facebook Native Video
Auto-applied Macros
Post Duplication
Twitter Cards
Paid Integration
Dark Posts
Boosting Beta
API launch
In-app Notifications
Engage Owned account engagement
Mobile engagement
Listening Stacks
Twitter Profiles
FB Conv. Threading
Inline Actions
Inline Images
Send to Salesforce
Unpublished Page Post
Keyword Group Filters
Inline Notes / Labels
Mobile Macros
Advanced Filters
Real-time Collaboration
Filter by Date Range
Oldest Posts First
Filter by Sentiment
Mobile Notifications
Author Labels
Engage Templates
Analyze Mobile Quick Search Social Listening Dashboard
Twitter Dashboard
Mobile Dashboards
Topic Profile Management
Zoom-in Analysis
Facebook + LinkedIn Dashboards
Source Group Mgmt
1-Day Date Range
Google+ Dashboard
Dashboard Filters
Social Studio for iPad
YouTube Dashboard
Multilingual Sentiment
CSV Summary Export
Publishing Cards
Instagram Dashboard
Workbenches Beta
New English Sentiment
Full Data Export
Facebook Page Listening
Care Moderation in Service Cloud
Quick Replies
Google+ and Weibo Broad Listening
More Feed Actions
Enhanced Send to SFDC Macros
Better UI for Twitter DMs
Point & click business rules
LinkedIn + Instagram pilot
Default response handles
GA
Key Features By Release Massive Payload of features in the past year
Publish
Engage
Analyze
Care
Uncover Insight From Social Listening Explore Workbenches in Analyze (BETA)
More power and flexibility for users of all types: analysts, marketers and beyond. • Slice and dice data by combining multiple
segmentation types: keyword groups, media types, sentiment, language, and region.
• Compare your data side by side to surface trends, themes and relationships.
• Inspect your analytics to understand post level conversations and take immediate action on posts.
Analyze: Two Different Users, Two Sets Of Needs, Two Tools
Empower Me!
• Depth of value
• Power, control
• Proactive
• Robust Topic Profiles
Just do it!
• Fast time-to-value
• Simple to learn, use
• Reactive
• Quick Search
Business User Data Analyst
Powerful Workbench Dashboards and Templates
Smarter Sentiment = Better Results New Sentiment Detection Engine
Newly-implemented English sentiment engine for improved accuracy and future extensibility. • Drive better decisions with improved accuracy.
• Simplified interface with 3 states instead of 5.
• Extensible framework for future sentiment enhancements.
• Available “out of the box” for Social Studio Customers
• Same Engine as recent Multilingual Sentiment release, powering another 10 languages
Understand Sentiment Across the Globe Sentiment Detection In 10 New Languages
Social has no boundaries and neither should your sentiment analysis. • Analyze key conversations about your brand around the
globe.
• Sentiment detection now works out-of-the-box for:
Availability and Notes • GA for all Customers, in phased rollout
• Available in Social Studio only
§ French § Spanish § Portuguese § Italian § German § Dutch
§ Mandarin (traditional) § Mandarin (simple) § Japanese § Korean
Maximize Reach Of Social Content Boost Posts in Social Studio with Social.com
Extend social advertising into Publishing workflow and create Facebook advertising campaigns right from the Social Studio calendar.
Quickly promote content within social studio interface without having to switch to more complicated tools. • Easily manage campaigns when live using intuitive and
simple interface.
• Track campaign performance.
• Set controls to manage teams and spend
Unlock & Extend Social Data New Platform API, Documentation and Easy Setup
Connect social to the rest of your business with the new Social Studio API • Inject data into third party CRM apps
• Enhance or automate listening reports
• Create alternative visualizations and enhance internal sites / portals
• Push social data to BI tools for side-by-side analysis with other business data
• Build or connect an employee advocacy content network
• Onboard and permission new Social Studio users from corporate tools automatically
//* API
Social Accounts, Topic Profiles, Posts, Authors, Users, Workspaces, Threshold Alerts, Calendar Notes, Macros, Labels, Clips *//
Leverage the Visual Web Pinterest Publishing and Analytics
With over 10 M unique users; an average order size of $169; and commanding 20% of all social referral traffic, Pinterest has quickly become an important marketing tool. • Manage Pinterest activity from same workspace as other
social channels. • Publish posts and manage boards.
• Access and share content across teams and brands.
• Schedule Pins for a steady drip of content
• Create preview and approval workflows prior to publishing
• Analyze post and content performance.
Hit The Right Audience From One Handle Geo-target your Tweets
Do you feel like you’re not able to fully leverage your brand name on Twitter because you can only reach one country per handle? • Target a Tweet so that it only shows to users in
selected countries
• Leverage Publish Macros to easily populate the right targets for a workspace
• Access a Tweet’s targeting criteria in reports
Availability and Notes • Generally Available
• Engagement Rate may be inflated when targeting to countries
Utilize Social Data In Other Apps Export Feed Reports in Analyze
Build and download feed reports for use in other analytics apps and combine with other data and reports. • Download posts in CSV format from all
dashboard types in Social Studio Analyze
• Filter and tune results using filters on the dashboard
• Handle large volumes of data with up to 100K posts per download.
• Easy to use.
Track Your Publishing Performance Publishing Cards in Twitter & Facebook Dashboards
Analyze your publishing effectively right alongside listening analysis for your Twitter and Facebook Dashboards. • View your top posts by the amount of engagement
they have generated.
• View total engagement posts have received over time.
• Click any card to zoom in on sub-sets of data for deeper analysis.
Availability and Notes
• Generally Available
Stay Alert and Informed In-app Notifications on Web
Stop relying on email updates to know when a post needs approval; be notified in-app so you can act immediately.
• See a list of posts that need your approval
• Know which posts you’ve already reviewed
• Get notified right away when your post has been approved or rejected
• Get confirmation when creating a new Social.com ad campaign.
• Download your report the minute it is ready
Streamline Administration for New Users Engage Templates
Build default layouts of Tabs and Columns so that your new team members don’t have to start from scratch. • Create one or more tabs
• Templates designated as defaults will automatically create tabs for all new users added to a workspace.
Availability and Notes • Generally Available.
• Users may customize or delete default tabs. There is no method for locking tabs and preventing these customizations.
• Templates available at workspace level only
Identify and track users by adding an Author Labels to their profile, using free-form tags. Provide context for community management teams to understand at a glance with whom they’re dealing • Add labels manually in Engage or via rules in Social Hub
• Create Engage columns filtered by Author Label to triage messages from Influencers or VIP’s first
• Ignore known trolls or detractors
• Manage custom lists
Availability and Notes • GA for all Customers (Social Studio Desktop, not mobile)
• Available for Twitter, Facebook, LinkedIn, and Instagram
• Author Filtering does not work with other filters at this time, and can only be used by itself at this time. Not available in Analyze with this release
• Author Labeling is a brand new feature and will be available only in Social Studio and Automation via Social Hub.
• Twitter Source Tags will not be migrated in this release, but a migration will be made available to existing customers.
Prioritize Influencers and VIPs First Author Labeling + Filtering
Do More On Mobile Social Studio for Android (BETA)
• Social Studio brings the convenience and power of mobile to more customers with the all new Android Mobile app.
• Monitor Social trends for your brand on the go.
• Engage and respond securely on mobile
• Manage workflow and approvals.
• Perform quick searches on any topic.
Command Center
Bring The Visual Web To Life New “Top Images” Screen
The new Top Images visualization lets you see popular images trending around your brand. • View top 50 images around a specified time range
• Control how images transition in and out of the screens
• Tap or click on any image to open a lightbox view to see the post associated with the image
• Easily hide any image you do not wish to have displayed
• Availability and Notes • Available to Base Themes only
• View images for 1 topic profile, or 1 of your social accounts at a time (Twitter and Facebook)
• Instagram images not available with this release
Monitor Social Care Team Performance New “Social Care” Screen • Understand how many new cases your
organization has received vs. how many cases were closed.
• Quickly identify which social channels have the most cases allowing you to prioritize resourcing
• Get a quick view into the average response rates to your cases and enter a SLA as a benchmark.
• See a feed of the closed case responses and who on your team closed them
• View your top performers. See who on your team is closing the most cases and average response times
Availability and Notes • Available to base themes only.
• SLA in the Social Care visualization is not taken from Service Cloud SLA entitlements.
Do More In Command Centers LinkedIn and Instagram Support
Monitor and analyze the activity of LinkedIn and Instagram communities with additional network support.
• View and triage posts from feed wall screen.
• Surface the most relevant content from your community on the top images screen.
• Display and monitor Service Cloud cases and team performance with the social are screen.
• Generally available for all custom and base themes.
Demonstration
thank y u