That is exactly the question we asked ourselves when we looked at Social Media Engagement. As we watched our clients extend and expand their use of social media teams within their channels and across markets, we increasingly wondered “how can we make engagement more flexible to the way social media leaders want to work?”
Rather than mandate a prescribed definition of constructs as simple as an Inbox, or how posts should be “assigned to” a user, we believe that our clients required a better way to integrate social engagement as a component of their overall business practices.
Our solution: Personalized Engagement.
As of today, in Visible Intelligence, our customers can design their own engagement experience, addressing the posts and conversations that matter to them. The concept is actually quite simple: define your own views – including any number and types of queues, apply a definition for routing posts, apply a visual representation that will be meaningful to users, then assign (or reassign) ownership. With this approach, I can still have an Inbox. I simply define what goes into it, what it looks like, and who can access it.
This personalized engagement approach enables your social media teams to create an experience that balances the growing volume of direct and indirect mentions, priority (based on your definition of meaningful sentiment or topics, and across channels), and the skills of the available resources (i.e. who should engage with which type of posts). Ultimately, it resembles how you want to address engagement. Example views can be wide ranging such as the following:
It’s easy to craft an experience that fits how your team thinks about engagement and the types of queues that must be supported. Users will see only the queues that they are assigned or share with others, and metrics accurately reflect time to respond and throughput regardless of which queue(s) the posts are funneled through. It’s also easy to create supervisor dashboards which display the current workload balances, queue volumes and sentiment, and engagement metrics such as “time to respond” and status designations.
Beyond personalized engagement, the March release also includes important productivity features that deliver business impact to our clients:
- Enhanced Reporting
- Facebook and Twitter channel analytics
- Single Sign-on (SSO) capabilities
To dig into all the details and how they can help your business, click here!
Interested in learning more about Visible or trying it out for yourself? Sign up for your free trial!
