Category: Social Studio

Social Studio & Marketing Cloud Release Jan 2021

There’s some new releases coming to Social Studio and Marketing Cloud, and we can’t wait to jump in and take a look. With the release notes just being published, here are the enhancements we’re most excited about.

Social Studio

Multi-Factor Authentication

Social Studio and Social Studio Mobile now support Multi-Factor Authentication (MFA), further protecting your social accounts. This can be enabled in Admin, with your users being prompted to set up MFA when they next login.

Enhanced Single Sign-On

Administrators can now enforce Single Sign On (SSO) across users in Social Studio. Once SSO has been setup in Admin and tested, set SSO as the required login method. While, improving the trust and security of Social Studio, it’s also easier for users login, too.

Marketing Cloud

Datorama Reports for Marketing Cloud

Coming February, this addition to Analytics Builder gives you detailed insights and analysis for emails and journeys. If you’re a Corporate, Enterprise or PRO customer, with Discover enabled in your account, you’ll have access to a whole new level of dashboards, scheduled reports and pivot tables.

Customer 360 Enhancements

There are lost of updates here, including unifying customer records based in their device and creating data streams from your web sites and mobile apps! We’re sure you’ll find something in the thirteen enhancements to help you build better audiences.

Use WhatsApp in Journeys

Using a new journey activity, you’ll send WhatsApp messages to your audience and automate responses. These can be personalised with Content Builder and the API partnership with Sinch to improves how your conversations flow.

AMP-Powered Emails

Improve the accuracy and relevance of your emails highly personalised and interactive content based on opening times. From March 1, Corporate, Enterprise and Pro accounts will be able to build out AMP emails through Content Builder. Find out more about AMP Emails at amp.dev.

 

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Why You Need a Social Listening Strategy.

2020 saw a dramatic increase in the use of social networks. This was across many facets, with the audience using online social networks to connect with friends, get latest news and connect to brands. They also talk about their experiences with brands. A lot.

“It used to be that if you made a customer happy, they would tell five friends. Now with the megaphone of the internet, whether online customer reviews or social media, they can tell 5,000 friends.” – Jeff Bezos, Forbes 2017.

The challenge for your brand is that there are literally millions of places that the audience can talk about you. Review sites, forums, comment sections, news sites and blogs plus many more can all be used.

You can’t be in all these places at once, but you don’t want to miss out on the valuable insights that can be gained.

That’s why you need a social listening strategy.

What Can Social Listening Do?

Social Listening taps into conversations that happen across web 2.0 properties, which are sites that allow audience participation, such as creating content or sharing media.

A social listening strategy uses keywords to hear conversations on these sites. Keywords are based around brands, products, key people, campaigns or even competitors. To refine the strategy, we focus on specific web properties, exclude words and phrases, or join words and phrases together.

Once the keywords are selected, your social listening strategy shows these mentions in a Dashboard Report. This shows the volume of mentions, the sentiment of the audience, the networks used, top words used by the audience and much more.

You can use filters to show a number or reports that focus on different products, competitors or a specific audience type, with insights informing the copy written, advertising strategies and networks to focus on.

Get Started Today

It’s estimated that only around 8% of brands are using Social Listening and getting setup is straightforward with low risk. Contact us today and we’ll use our decade of experience to get the best social listening strategy working for you.

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Speed Up Response Times with Social Studio

Since Covid-19, usage of social networks has been on the increase. This has seen more consumers use social networks to connect with  brands for support and service. And the audience expects fast response times, with one hour the ideal response time for Facebook. Here, we’ll take you through some simple steps that can be implemented quickly to speed up response times.

Post Labels

Adding a Post Label to incoming social content does two things. It gives your team more information about the post, speeding up how they can route and resolve the issue. It also provides a foundation for reporting, so you can understand what issues your audience is concerned about.

We recommend setting up a small number of post labels that cover all your most common audience queries and we generally try to limit this to around ten labels. This removes the need to scroll through the labels, speeding up the process further.

If you’re unsure what Post Labels you’d like to use, we’d recommend a Topic Analysis that will examine your incoming social content, establishing the subject of each post.

Classification & Status

Classifications let you specify what a post is about, such as “complaint” or “compliment”. They’re designed to give a broad idea of the post’s subject, while the Post Labels add more colour to the definition. The Status lets you set where in the workflow the post is up to, such as “New Post” or “Reviewing”.

In Social Studio Engage, the Classifications and Status can be modified. This lets you customise Social Studio to work according to your processes and terminology. Unifying the platform to your processes provides clarity to your team and reduces miscommunications.

Don’t forget that your team members can set up their own Engage Templates that focus on the posts that they need to monitor through the Post Labels, Status, Classifications or Assignment.

Standard Engagement Responses

The Post Inspector in Engage lets you respond to posts, but you can also set up Standard Engagement Responses for common questions, such as operational hours and contact details. Your team members can quickly adjust the Standard Engagement Response to suit the question or tone, and typos and other mistakes are minimised.

Engagement Macros

Although Post Labels, Status and Classifications are really handy for interpreting and actioning the post, they still need to be added to the post. Often, this is the domain of the Community Manager and it can get overwhelming when there are large volumes of posts to manage.

Engagement Macros let you specify the which attributes you would like to assign to a post, such a Post Label, Status and Classification. Once the Engagement Macros has been built out, the macro can be applied to a post, or multiple posts, with a single click.

Social Studio Automate

If you want to truly speed up your response times, you can automate much of the processes around assigning Post Labels, Status, Classifications and Assignment. Social Studio Automate listens to content in the post and determines how to manage the post through a series of rules. If you’re managing a large audience, or a number of social accounts, Social Studio Automate can free you of the administration and process side of community management, letting you focus on delivering the best customer experience.

If you’d like anymore information, or help setting up Social Studio, we’re happy to help.

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