engage121 overview latest june 2014

Engage121 Detailed Overview

SaaS Provider

• NYC, Chicago, London, Norwalk CT (HQ)

Who are we?

SaaS Provider

• NYC, Chicago, London, Norwalk CT (HQ)

• Founded 1998, Profitable, Diverse and mutually supporting businesses

Who are we?

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?

Sept 2010: Launched Engage121

What are they saying about us?

1998

Sept 2010: Launched Engage121Oct 2010: Mashable “Top Five SMMS for Business”

What are they saying about us?

Sept 2010: Launched Engage121Oct 2010: Mashable “Top Five SMMS for Business”Nov 2011: Mashable Finalist, Digital Company of Year

What are they saying about us?

Sept 2010: Launched Engage121Oct 2010: Mashable “Top Five SMMS for Business”Nov 2011: Mashable Finalist, Digital Company of YearMay 2012: Gartner; Cool vendor “Customer Service and Social CRM”

What are they saying about us?

Our ClientsRETAIL NGO/ASSN.

RESTAURANT AND FOODSERVICE

HEALTH AND WELLNESS

FOOD & DRINK

SERVICES AGENCY

FINANCE/INSURANCE CONSUMER

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

Integrated Social Platforms

COMMUNITIES BLOGS/MICROBLOGS LOCATION BASED

ANALYTICS

BLOGS/FORMS/WIKIS

Instagram CRM INTEGRATION

Rating and Review Sites

Engage121 Functionality Overview

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

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

COMMUNITY MANAGEMENT: moderation of multiple channels

Panel ViewThis link delivers an expanded quick view of all of your social platform pages for easy engagement

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

Workflow: Quickly see team workflow

Quickly SEE where colleagues have responded or engaged with the community & click quickly through the conversation for context

Profiling Commentators & Defining Influence

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

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

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 NewLibrary

Denotes aLocked library that you can not edit; however you may use these assets

Add a New Asset

Click to View Library

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)

Campaigns: Creating, tagging & reporting

Create campaigns, tag posts and content to particular campaigns & watch the campaign dashboard track your results.

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

Speak: Flexible templates for page app creation

Completed Page Page Layout: Choose # of Open Frames

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.

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

Engage121 Approval Process

Community Manager

Content Manager Marketing Legal

Viewers/Monitors

LegendApproval EmailFYI 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

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

Logging into Engage121 Permits Editing of the Post Before Approval

Clicking Approve or Reject on a Post that has Already been Acted on at thisApproval Step Displays a Message Explaining what Happened to the post.

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.

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.

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

Mobile App

Engage121 Analytics Overview

Analytics: Home page overview

The Home Tab offers easy, one-click access to charts, analytics and Key Tabs/Resources.

Evaluate Tab: Reports/charts suite

The EVALUATE Tab offers easy, one-click access to charts, analytics and Key Tabs/Resources.

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.

Evaluate Tab: How to Use it?

Chart Type Chart Name Description

Reach BuzzBuzz 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

Evaluate Tab: Learn where your customers talk

Preview your audience on:

FacebookTwitterTumblrYouTubeLinkedInGoogle+BlogsRating and

Review sitesand more.

Your Brand Mentions

Evaluate Tab: Compare your Fans and Followers.

Facebook Insights and Twitter Analytics

Compare key demographics

Your Brand Facebook Insights

Your Twitter Account Analytics

Evaluate Tab: Sentiment Analysis

Know where you stand:

Compare your brand sentiment to competitors

Against thought leaders

Industry Standards

Your Brand Sentiment

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

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.

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.

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.

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

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

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.

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.

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

Evaluate Tab: How to Use it?

Evaluate Chart Samples; Facebook Insights Charts

Facebook Insights – Post performance

Evaluate Tab: How to Use it?

Evaluate Chart Samples; Facebook Insights Charts

Facebook Insights – Engagement activity & performance

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.

Analysis: DIY Charting

Brand Reputation Scorecard - Dashboard

Brand Reputation Scorecard - Dashboard

Brand Reputation Scorecard - Dashboard

Brand Reputation Scorecard - Results

Client Vignettes

LEAD GEN. BRANDAWARENESS

BRANDBUILDING

REP.MGMT.

BRANDAWARENESS

BRANDBUILDING

SPOTPURCHASE

BRANDAWARENESS LEAD GEN. CRM

Facebook dress promotions 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 likesSpent $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 successfully manages cust. care issues through social

Engage121 Client Use Cases