Published on February 21, 2014
Simplify360 for Community Managers
Simplify360 is the SOCIAL BUSINESS INTELLIGENCE PLATFORM
Community Managers from Agencies and Brands use Simplify360 on daily basis to manage the social media channels.
What does Simplify360 have For Community Manager
Functional Area One Publishing and Engaging in Social Channels
Simplify360 provides all in one Social Media Management functionalities. Social Media Engagement Consoles for streaming messages from different sources and responding from the console itself. Social Media Publishing sections for posting and scheduling messages to multiple social channels and view reports. Community managers can have better control over out-going messages with STOP words. Complete Social Media Analytics reporting for measuring performance on Facebook, Twitter and LinkedIn. Community managers can use the system to handle many channels from one single platform.
Wide variety of ways to publish content for Community Manager You can publish content across multiple platforms. Upload images, target audience on Facebook, schedule in your own TIMEZONE. Send LONG messages on Twitter. Schedule in BULK through Excel sheet.
Intelligence control over content for Community Manager Create response template for messages which are frequently sent. Create STOP WORDS which will prevent members from posting content with these keywords. Help you maintain control.
Best way to manage the content for Community Manager Schedule Post across the channels and view in calendar form. View/Edit any post and rescheduled them.
Best way track content performance for Community Manager View click stream analysis of all the posts being made from Simplify360. View the source of traffic and peak hours of clicks.
Best Analytics report for Community Manager Engagement and Influencer Score In-depth content performance analysis. • The score measures the engagement and influencer of your social profile on the network. • You can view details responses received by each of your content and evaluate its impact and reach. Brand Advocacy Lists Smart Timing Visualization & Insights Engagement & Response Report • Map out the complete community activity with respect to day/hour in intuitive visualization and identify the smart time to engage. • Get a full fledge report on your engagement in terms of volume, variety and velocity. Daily Activity Performance Report Competition Benchmark Report Data filter, export and PDF download. • Keep track of all your activities and view trends of your updates, responses and growth of your community. • Get a benchmark report against your competition. • You can filter data with respect to date and download charts/data as image or in excel sheet. • Filter through your fan base and view/download the list of your top fans or followers. Demographic Analysis of your community and people talking about you. • View the complete gender, age and regional details of you community and people talking about you.
Functional Area Two Monitoring & ORM
How can Simplify360 help in your ORM? You can track complaints about your brands in all the reviews site and on social networks. You can segment your complaints automatically according to products types or department wise. You can assign complaints to your team members with priority options. You can set automated workflow to segment and assign complaints. Agents can respond to messages from the system itself and close the case. While closing a case, agent can also add extra notes for future reference.
GETTING STARTED WITH KEYWORD TRACKING. www.simplify360.com
Tracking keywords across the web. (1/3) 1. Click on Listen TAB of main menu. 2. Click on Create New Profile Button. 1. Fill in the Profile Name 2. Allocate the VOLUME to expected conversations
Tracking keywords across the web. (2/3) 1. Make sure the Search Type is Normal 2. Enter the relevant keywords related to your Brands. Skip the Demographic Part, as its not really important for JetAirways.
Tracking keywords across the web. (3/3) 1. In the Social Channels, Add your Twitter and Facebook page as Non-Admin. 2. Click on Done. Skip the Demographic Part, as its not really important for JetAirways.
SEGMENTING YOUR MESSAGES INTO MULTIPLE SEGMENTS. www.simplify360.com
Segmenting Keywords (1/3) 1. Click on the settings of your Keyword profile which you have just created. 1. Click on the Manage Tags. 2. Click on Add New Tag. * Note the list on the left hand side may be different for you.
Segmenting Keywords (2/3) 1. Fill in the details for the tag like Name, Desc and Color Code. 2. Check Mark the Auto Tagging Options. 3. Fill in the expressions which should be filtered to be tagges for Billing related conversations. *Note in Expressions keywords are separated by ‘|’ symbol known as pipe.
Segmenting Keywords (3/3) The auto tagging is ready. Enable the USE IN INTELLIGENCE GRAPH SWITCH, so that you can see them in graphs and charts.
ASSIGNING TASKS TO TEAM MEMBERS www.simplify360.com
BEFORE YOU BEGIN HERE, MAKE SURE TO ADD NEW USERS AS MEMBER IN YOUR ACCOUNT. GOTO MANAGE USERS IN ADMIN SECTION FOR SETTING THIS UP.
Assigning messages (1/2) 1. Click on the Messages of your Keyword Profiles You will be able to see all the messages related to Jetairways.
Assigning messages (2/2) 1. 2. Select the team member. 2. Priority of the messages. 3. If required leave a message as well. 4. Click on Save. Check box on multiple messages. 3. 1. Use the filter on right hand sides to filter messages. Click on Assign button.
RESPONDING TO MESSAGES www.simplify360.com
Responding to Messages (1/2) 1. The new assigned messages will be available in the INBOX of your message section. 2. Agents can respond or close the task from here.
Responding to Messages (2/2) 1. When you click on reply, a response UI will appear. 2. Type in your response and send now or schedule them.
CLOSING A CASE www.simplify360.com
Closing a Task 1. When you close a task, you will have to fill in the comments to fill in the details of the case. This will be used in future.
Leaders use Simplify360 Global Clients Resellers / Partners
Key Implementations – Client Categories Enterprise Agency & Research Brand, Competition and Intelligence Reporting time decreased from months to real-time Helped ITC Foods to better the Social Media Marketing efforts Set-up Social Media Analytics and Research Practices Implemented a Market Intelligence Practice for ITC Foods The company now responds to every customer query happing from anywhere. The agency cut delivery cost in half Lowered reporting time from days to hours; increased client conversion rate by over 50% OEM Combination Using Simplify360 as Social Media Contact Centre In-premise installation of Social Media Contact Centre for TOP global Telecom company. Happened first time in the World; platform running in complete security set-up within client’s firewall Successfully serving global clients through partners. Effectively managed the customer queries; response time lowered by 80% Highly successful in serving Customer Service via Social Media Reduced Response time by more than 80% Reduced the cost per response by more than 80%.
Key Implementations - Use Cases USE CASE - Customer Service Contact Centre SOLUTION PURPOSE BENEFITS Social Media Customer Contact Centre Address Enterprise’s increasing requirement to respond to online complaints and feedback in real-time Reduces •Customer response time to resolve new complaints •Risk of losing brand image due to online complaint escalation Increases •Customer Satisfaction In-premise Social Media Command Center Provide: •Secure response management and tracking •Seamless integration with the existing Enterprise Systems Advantages: •Complete control over the system and opportunity for future customization •Complete ownership to the data and control over conversation flow USE CASE – Marketing Research SOLUTION PURPOSE Social Media Analytical Report on Media Channel Provide: •In-depth analysis on the conversations happening around TV shows Insights delivered •Audience insights on what drive online conversations •Competitive analysis on what TV shows were being talked most •Audience sentiment towards the TV shows and its actors Provide: •Comprehensive study on all the product lines of FMCG brands •Tracks their online presence. along with their respective competition. Insights delivered •Complete landscape of the FMCG’s brand presence v/s it’s competitors •Key insights on most talked campaigns and why •Insights on how consumers respond to FMCG brands and their sentiments Social Media Analytical Report on FMCG Brand BENEFITS
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