- social care
- social profiles
Finally! Facebook and Twitter have been integrated into the Brand Embassy Social Care platform! This update brings message scheduling, direct responding and targeted community monitoring. You will decrease the response-times by 80% and cover 100% of posts by your dissatisfied or asking customers.
Conversations from Your Social Profiles
We have wide coverage of the social web and we provide your ambassadors, your social care team members, with the ability to listen and engage with customers discussing their brands, products and services, we find these conversations based on what users are talking about. Targeted community monitoring works a little differently, your ambassadors add specific social media channels from Facebook or Twitter for monitoring, it might be your brand’s own Facebook page or an unofficial Facebook page dedicated to your brand, targeted community monitoring is different because we use context to identify conversations about your brand, not keywords.
Conversations on your brand’s unofficial social media pages, set up by fans, advocates, detractors and so on are very influential in the overall conversation about your brand. You as a brand have no control in this space, but your brand still has influence and reasons to join the conversation. Targeted community monitoring is great for community built pages about your brand. Brand Embassy tracks conversations, sentiment, interactions and everything we track from our regular social media monitoring, we believe this is another step to giving brands more understanding and control regarding their brand on-line and removes another barrier to good conversations between great brands and their customers.
Connecting your Social Media Accounts
This update adds Facebook and Twitter accounts to an ambassador’s profiles, in the upcoming weeks we will continue to add other types of social media accounts and tools which bring more connectivity between them and Brand Embassy. To get started, go to account settings and follow these steps;
After an ambassador connects a social account, Brand Embassy will begin importing customer conversations from your page and start assigning them to the right ambassadors for the right customers. These permissions allow ambassadors that do not have admin rights for pages to schedule messages and reply to customers as the page. Only ambassadors with admin rights on the actual social account may add other ambassadors in Brand Embassy.
Ambassador’s who have been given permission by page owners or administrators can now reply to customer conversations without leaving the listening dashboard. We now display the entire conversation here as a thread so ambassadors can now see conversation history and from here ambassadors may also switch between social accounts. This update brings this functionality to Facebook and Twitter pages, in the future we will begin rolling this feature out to other social media portals and forums.
This update also includes the ability for ambassador’s to schedule messages to push to their connected social media profiles. Users can can add links and content to their messages, save message drafts, as well as view the upcoming schedule of planned brand messages. This allows users see which messages will be distributed the various social media channels, giving ambassadors the ability to better plan their social customer service.