Top 10 Widgets on Social Media Dashboards

One of Engagor’s top features is Custom Dashboards. The idea is very clear: (nearly) all charts, lists, tables and visuals you find in the Engagor (Inbox, Insights or Performance) can be added to your personalized Dashboards. You can customize each individual widget and organize your dashboard to get a quick an easy overview of your social performance. Screen Shot 2014-02-21 at 13.18.43Custom Dashboard, as one of its biggest advantages, let’s you immediately catch up on the analytics and mentions you are interested in. Another big plus: you can receive automatic reports about them. It’s also possible to send those to colleagues who aren’t using Engagor. There’s only one ‘disadvantage’: starting from scratch can be tough call. Therefore, we have compiled the top 10 widgets Engagor users add to their Dashboards. Get inspired to set up your own set of Dashboards and learn from how other top brands are using this signature feature. Top 10 Widgets for Custom Dashboards 1. Custom Charts People that like the Custom Dashboards clearly also like our Custom Charts! In the Custom Chart builder you can create whatever chart you want. Definitely worth to play around with, you’ll be surprised by the possibilities! 2. Mention Users also often add lists of mentions to their dashboards. This can be just the Inbox – whether or not filtered – but also top tweetsFacebook posts and whatever other lists of mentions users like to keep a close eye on. 3. Summary charts social profiles My personal favorite amongst the many Engagor charts: the summary chart sums up all activity on a certain social profile. Add it to a dashboard and you have a great overview of all activity related to your social profiles! 4. User growth per day Expanding your fan base means expanding your reach. It’s no surprise many brands closely follow up on their user fan growth! And you should too of course. 5. Timeline Another popular widget is Timeline. On this timeline you can see on which day of the week and what hour of the day your audience is most actively talking about you! Tip – filter this widget on: ‘posted by is not …’ followed by your own social profiles. The posts you publish yourself would otherwise corrupt the calculation. 6. Top trends & conversations Top Trends and Top Conversations immediately give you an idea what exactly people are talking about when it comes to your brand, competitors or industry. 7. Top hashtags cloud Related to these top trends are of course the top hashtags! These are also frequently added as a widget to Custom Dashboards. 8. Influencers Influencers show you which social media users (both Twitter and Facebook) have the biggest influence when talking about your brand, products, competitors or whatever topic you are monitoring. Tip – filter this widget to exclude all your own profiles: ‘profile is not …’. This way they won’t corrupt your Influencer list. 9. Monitored profiles: profile overview The ‘monitored profiles overview table‘ shows you the key kpi’s of the monitored profiles you have linked to your topics. This is especially interesting to compare your own brands’ social media profiles to those of your competitors. 10. Mention count In the final place in this top 10: the mention count. One number that says it all: how many mentions has your brand generated in the past 28 days? Of course you can edit this widget and choose the time frame of your liking! Just one other note: this list isn’t finite. If you are a frequent Engagor user, you will definitely have noticed the large amount of analytics, charts, tables, lists and visuals. Almost all of them can be exported as a widget to your Custom Dashboards. The top 10 can give you inspiration but, however, you are totally free to customize your Dashboards to make them fit your brand’s needs. More information on how to use the Custom Dashboard and Custom Reporting can be found in the support article. If you aren’t using Engagor yet but you are dying to give these Custom Dashboards a try: get in touch so we can activate your 14-day free trial account!

BrightONE IT Services Chooses Engagor to Optimize Omni-Channel Customer Experience

Consumers have numerous possibilities to get in touch with brands, especially since the rise of social media. This is of course very practical for consumers, but not always for brands. It’s often the case that different company departments manage the different channels. If people address a brand via different channels, the ones responding should be aware of this but that’s not always the case. BrightONE is an international service provider for omnichannel customer interactions. They help brands create a customer experience that is consistent at all times and on all the different channels. Intelligentonlineengagement_Kreidetafel_13 We are very pleased brightONE IT Services has choosen Engagor as the social media solution to offer to its customers and partners.
According to us Engagor is the perfect engagement tool. In the end what customers are looking for is a omni-channel customer experience, and social media is an important part of that.
Göran van Hese, brightONE IT Services: According to us Engagor is the perfect engagement tool. Apart from social capabilities, we took into account the possibilities to link Engagor with other contact channels, such as chat, and simple integrations with technologies like knowledge management and CRM. In the end what customers are looking for is a omni-channel customer experience, and social media is an important part of that.

How to Set up a Topic in Engagor

Let’s cover the basics of our Engagor social media management tool: how to set up a topic in Engagor. Getting this right, will enable you to monitor everything said about your brand, competitors or even your industry throughout the social web.

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Once you’ve set up a topic, Engagor starts gathering mentions and processing analytics based on those mentions. Create projects to group topics together and easily access comparative analytics. There are two dimensions to creating a topic: 1. setting up a keyword search 2. connecting your social profiles (Twitter, Facebook, YouTube, LinkedIn, …) First on your to do-list: the keyword search. You can make this as easy or as complex as you want. Make sure each topic has at least one keyword attached to it. Go to Setting > Topics and click keyword search. 1. Enter your keyword(s) first. If your brand name consists of several words, put them between quotation marks. This way you indicate that you want to monitor that exact combination of words. 2. You can restrict your keyword search to specific countries or languages. Just add these conditions by clicking the + sign. keyword search These are just the basics. If you want to learn about this in more detail, check out our support article. Connecting your social profiles is the next step. By doing this, you make sure that Engagor monitors all activity surrounding that social profile. Every post (tweet, check-in, like, reply, …) will come into Engagor. All interesting analytics (follower growth, top post, etc.) will appear in your Engagor Insights. With regard to your own brand’s social profiles: you can manage all of them from within Engagor: post new messages, reply, like, delete and all other possible actions. social profiles For further details on how to add social profiles to your own account, have a look at our support article. If you have any questions about how to set up topics and projects, we are here to help you!  

Engagor Day Report With Case Studies by Telenet & Talking Heads

A couple of weeks ago we organized the second edition of the Engagor Day, an event for all our users and partners. We already shared our Engagor analysis with you but now we have also summarized all four presentations in the Engagor Day Report! Screen Shot 2013-10-31 at 13.50.41 Click the names of the presentations to find out what these speakers had to say about social media engagement and analytics:

Belgian Railways Launch Twitter Customer Service: 9 Ideas for Other Brands

2013-10-24 05.29.40Today we had the honor of witnessing the launch of the Belgian RailwaysNMBS (Dutch-speaking) & SNCB (French-speaking) – on social media! For several months they had been monitoring all online conversations about their organization with the help of Engagor. NMBS/SNCB is a large organization – with over 229 million travelers last year – so conversations were numerous. Based on this monitoring knowledge and with the help of digital agency RCA Group they built their social media strategy, answering scheme and scripts. The preparation was thorough, the launch successful. We picked up 9 great ideas to inspire and help other companies with their own social media customer service.

1. Business hours & travel times tuned

From the monitoring results NMBS/SNCB noticed people start traveling to work – and talking to and about them – from around 6am. That is why they made sure to start their social customer service at the same moment. The NMBS/SNCB social media agents remain active until 10pm, thus covering all busy travel times.

2. Proactive tweets

The social media agents use Engagor to send out informative tweets about all disturbances on the net, before people have asked a single question about it. Travelers following @NMBS or @SNCB are always in the know of the situation.

3. Corporate questions assigned to Corporate Communication

There’s a clear division between questions for Mobility and questions for Corporate Communication. These are two different teams with Mobility managing the Engagor Inbox and assigning all questions for Corporate to the other team.

4. Clear scripts optimize efficiency & save time

Based on the monitoring results, NMBS/SNCB and RCA Group set up over 750 scripts. This means they agreed on answers to questions that often return and questions that were to be expected during the launch.

5. SPOC’s

NMBS/SNCB is a large organization and thus the social media cell works with SPOC’s (single point of contact) all over the company in case very specific questions arise.

6. Entire team has background as railway guard or train operator

All social media agents have worked as railway guards or train operators in the past. This means they know NMBS/SNCB inside-out, an essential quality for customer service agents. Especially in the case of social media, where everything has to go fast. Untitled

7. Don’t ignore questions that concern other parties

Belgium can sometimes be a complex country. With regard to railway transportation, there is another party – Infrabel – that is responsible for infrastructure while NMBS/SNCB takes care of the trains and its personnel. This can be confusing for travelers who sometimes ask questions that concern Infrabel. The social media agents don’t ignore these questions but help them get in touch with Infrabel.

8. Reply to compliments and enrich with extra information

The key to qualitative customer service is providing people with the information they need. Even if people tweet a compliment to NMBS/SNCB they give a reaction and, if possible, enrich their response with additional information.

9. Conformity and clarity in style

NMBS/SNCB is very strict about the form of their tweets. Whenever they inform (proactively of reactively) travelers about delays or interruptions, the tweet has a specific form, clearly describing the incident and the route on which it has taken place. Together with NMBS/SNCB, we hope that their workflow and tips will inspire all social media agents and community managers out there!