Imagine handling an account with 100,000 fans and even more so handling multiple accounts with more than 100,000 fans. Additionally, you can get useful insights from your competitors by getting a peak at what their customers are saying about them. We’ll talk more about that in detail later. Our Social Media Feed Module helps you manage your feeds and customer inquiries well.
This is part 4 of a 6 part module article. See list of articles below:
- Part 1 Analytics Module
- Part 2 Comparison Module
- Part 3 Publisher Module
- Part 4 Social Media Feed Module
- Part 5 Customer Care Module
- Part 6 RSS Module
ZoomSphere’s Social Media Feed module comes in two interfaces – the actual feed and statistics view. We’ll discuss in details both interfaces later. Currently, ZoomSphere supports Twitter, Google+, YouTube, Facebook, and LinkedIn. This article covers usage of facebook with our Social Media Feed module.
- Fill in your basic information under Basic Info
- and link accounts under Connected Profiles like you would for the rest of the modules in the above module links.
- We’ll skip External Profiles. Ideally you will want to create separate modules for your administered accounts and external profiles (competitors) that you would like to monitor.
- Search is a great tool for keyword monitoring on topics. It populates your keyword with the platforms it is being talked about. It also supports the Multiple languages – ar, bg, ca, cs, da, de, el, en, es, fr, hu, hr, id, it, nl, pl, pt, ro, ru, sk, sv, tr. For test queries and functions, get a trial here
- For Alerts & Exports, refer to image below. You can get reports based on activities that is populated in your CRM. The CRM is auto populated when customers send your facebook a private message. For a more detailed report, you can start tagging your customers in your CRM. In the example below, you can see customer “Adina Pitigoi” is tagged with details. The same tags can be seen when you are creating alerts & reports.
- Finally, the social media feed module has a Rules tool. This powerful tool that lets you insert conditions to filter out activity on your accounts further. The current rules are the following:
IF: Message Content, Message Recipient, Message Source, Message Type, Message Author Name, Original Post Content
THEN: Assign to, Email, Set Label, Set Status, Set Tag
It’s up to you to get creative with these rules to streamline your work process.
Social Media Feed Tips
- Create a system when monitoring feeds. If you’re handling an agency with many clients, you can divide your administered accounts accordingly, per social media accounts manager or whatever fits. Additionally, you can
- Reply to comments when most of your fans are online. Active conversations make your customers more engaged with your page.
- Research your competitors well. The competitors you have before may no longer be the same or new players may be at hand.
- Pay attention to your brand ambassadors. These are your customers actively liking, commenting on your facebook page. You can even create a community of brand ambassadors discussing your products or services. It’s important to take care of your customers who pay attention to you. Leverage on that. They are not supporting your company or brand because you need money. They are supporting you because they believe in your cause and they believe in the product. They are able to utilize your product in return.
- Create separate modules for your administered accounts and your competitors. For easier monitoring, you can have two staff members monitor your own accounts and your competitors. Both require a different set of managing altogether.
- Be proactive and responsive. When you’re running a campaign, monitoring that campaign is crucial. A lot of campaign sometimes backfire even with utmost preparation involved. How you act accordingly is paramount.
- Listen to your customers when you are enhancing your services. This increases your customer retention and overall product experience should be improved based on your customers’ needs.
- Charts and numbers work but don’t deviate from quality. You may be getting a lot of engagement on a specific post but what are your customers actually saying? Numerical values on a chart is great for presentations, but pay attention to the postie things your customers are saying. Words trump numbers in the context of social. The positive reviews your customers are giving you through the comments or through mentions is as organic as you can get. For example, a customer receives an ordered product
- Equally take care of negative views. You cannot please everyone and you are bound to encounter errors when managing a huge group of people.
- Repeat the good things and repeal the bad. By monitoring your feeds, you will have an overall view of what your customers are talking about. Identify what posts are generating the most quality conversations for you.
Social Media Feed Interfaces
As mentioned earlier, we have two interfaces for this module, both of which serve entirely different purpose. The Feed Interface is for your monitoring use – when you need to reply to and tag comments. To view the Statistics Interface, select from your module’s dashboard. The statistics lets you see top facebook fans engaging with your page for a given period that you can choose. Before using this module, you may not have known that you had fans who continuously engage with your brands. You can use this to initiate a conversation with them or show gratitude in your own ways. Additionally, the statistics interface maps out a week’s chart of the number of incoming messages and comments you receive for your page. The numerical values you see here is accumulated average per day, aggregated in 2 hour intervals, all based on the period you selected.
- Selectfrom your module’s dashboard to export in PDF OR XLS.
- Mmanually tag, assign, or label actions in your feed other than relying solely on the Rules tool.
- Manually select date period if you are checking campaign periods or creating week or monthly reports.
- Select to change settings of your module.
Our Social Media Feed Module is one of the most heavily used module because of the extent of functions you can accomplish with it. There are so much more functions that you can discover while using this module and it’s really up to you how to let them work for you with no limitations. As this is already an extensive overview of our social media feed module, we’ll separately discuss in depth the usage of this module with external profiles or competitors.