Engage121 overview latest june 2014

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  1. Engage121 Detailed Overview 2. SaaS Provider ã NYC, Chicago, London, Norwalk CT (HQ) Who are we? 3. SaaS Provider ã NYC, Chicago, London, Norwalk CT (HQ)…
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  • 1. Engage121 Detailed Overview
  • 2. SaaS Provider • NYC, Chicago, London, Norwalk CT (HQ) Who are we?
  • 3. SaaS Provider • NYC, Chicago, London, Norwalk CT (HQ) • Founded 1998, Profitable, Diverse and mutually supporting businesses Who are we?
  • 4. 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?
  • 5. Sept 2010: Launched Engage121 What are they saying about us? 1998
  • 6. Sept 2010: Launched Engage121 Oct 2010: Mashable “Top Five SMMS for Business” What are they saying about us?
  • 7. Sept 2010: Launched Engage121 Oct 2010: Mashable “Top Five SMMS for Business” Nov 2011: Mashable Finalist, Digital Company of Year What are they saying about us?
  • 8. Sept 2010: Launched Engage121 Oct 2010: Mashable “Top Five SMMS for Business” Nov 2011: Mashable Finalist, Digital Company of Year May 2012: Gartner; Cool vendor “Customer Service and Social CRM” What are they saying about us?
  • 9. Our Clients RETAIL NGO/ASSN. RESTAURANT AND FOODSERVICE HEALTH AND WELLNESS FOOD & DRINK SERVICES AGENCY FINANCE/INSURANCE CONSUMER
  • 10. 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
  • 11. Integrated Social Platforms COMMUNITIES BLOGS/MICROBLOGS LOCATION BASED ANALYTICS BLOGS/FORMS/WIKIS Instagram CRM INTEGRATION
  • 12. Rating and Review Sites
  • 13. Engage121 Functionality Overview
  • 14. 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
  • 15. 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
  • 16. COMMUNITY MANAGEMENT: moderation of multiple channels Panel View This link delivers an expanded quick view of all of your social platform pages for easy engagement
  • 17. 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
  • 18. Workflow: Quickly see team workflow Quickly SEE where colleagues have responded or engaged with the community & click quickly through the conversation for context
  • 19. Profiling Commentators & Defining Influence
  • 20. 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
  • 21.  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
  • 22. 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 New Library Denotes a Locked library that you can not edit; however you may use these assets Add a New Asset Click to View Library
  • 23. 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)
  • 24. Campaigns: Creating, tagging & reporting Create campaigns, tag posts and content to particular campaigns & watch the campaign dashboard track your results.
  • 25. 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
  • 26. Speak: Flexible templates for page app creation Completed Page Page Layout: Choose # of Open Frames
  • 27. 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.
  • 28. 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
  • 29. Engage121 Approval Process
  • 30. Community Manager Content Manager Marketing Legal Viewers/ Monitors Legend Approval Email FYI 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
  • 31. 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
  • 32. Logging into Engage121 Permits Editing of the Post Before Approval
  • 33. Clicking Approve or Reject on a Post that has Already been Acted on at this Approval Step Displays a Message Explaining what Happened to the post.
  • 34. 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.
  • 35. 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.
  • 36. 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
  • 37. Mobile App
  • 38. Engage121 Analytics Overview
  • 39. Analytics: Home page overview The Home Tab offers easy, one-click access to charts, analytics and Key Tabs/Resources.
  • 40. Evaluate Tab: Reports/charts suite The EVALUATE Tab offers easy, one-click access to charts, analytics and Key Tabs/Resources.
  • 41. 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.
  • 42. Evaluate Tab: How to Use it? Chart Type Chart Name Description Reach Buzz Buzz 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
  • 43. Evaluate Tab: Learn where your customers talk Preview your audience on:  Facebook  Twitter  Tumblr  YouTube  LinkedIn  Google+  Blogs  Rating and Review sites  and more. Your Brand Mentions
  • 44. Evaluate Tab: Compare your Fans and Followers. Facebook Insights and Twitter Analytics  Compare key demographics Your Brand Facebook Insights Your Twitter Account Analytics
  • 45. Evaluate Tab: Sentiment Analysis Know where you stand:  Compare your brand sentiment to competitors  Against thought leaders  Industry Standards Your Brand Sentiment
  • 46. 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
  • 47. 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.
  • 48. 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.
  • 49. 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.
  • 50. 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
  • 51. 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
  • 52. 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.
  • 53. 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.
  • 54. 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
  • 55. Evaluate Tab: How to Use it? Evaluate Chart Samples; Facebook Insights Charts Facebook Insights – Post performance
  • 56. Evaluate Tab: How to Use it? Evaluate Chart Samples; Facebook Insights Charts Facebook Insights – Engagement activity & performance
  • 57. 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.
  • 58. Analysis: DIY Charting
  • 59. Brand Reputation Scorecard - Dashboard
  • 60. Brand Reputation Scorecard - Dashboard
  • 61. Brand Reputation Scorecard - Dashboard
  • 62. Brand Reputation Scorecard - Results
  • 63. Client Vignettes
  • 64. LEAD GEN. BRAND AWARENESS BRAND BUILDING REP. MGMT. BRAND AWARENESS BRAND BUILDING SPOT PURCHASE BRAND AWARENESS LEAD GEN. CRM Facebook dress promotion s 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 likes Spent $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 successfull y manages cust. care issues through social Engage121 Client Use Cases
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