Social Media Strategy Tools 2013

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Here's a look at some social media tools and services we reviewed this year for:

- Reporting
- Listening
- Customer service
- Competitive review

These are key tools for any digital/social media strategist.

Published in: Education, Technology, Business
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Social Media Strategy Tools 2013

  1. 1. SOCIAL MEDIA STRATEGY TOOLS 2013 @Pushersocial
  2. 2. CONTENT This presentation contains an overview of several social media tools for: - Reporting - Management - Monitoring - Customer service
  3. 3. SPROUTSOCIAL
  4. 4. What is it? Sprout social is a social media monitoring and management tool that allows companies to import multiple social media accounts across Facebook, Twitter, Google+, LinkedIn, Google Analytics and Google Reader. How it works 1. Schedules content on Facebook and Twitter 2. Pulls in messages, comments, and mentions into one feed where admins can directly reply 3. Can assign messages and comments to specific users for response 4. Displays a layout of social media insights that can be captured in reports 5. Easy to navigate and easy learning curve 6. Can export data via CSV and PDF
  5. 5. Overview of Dashboard
  6. 6. Publishing tool for scheduling posts on Facebook, Twitter, etc.
  7. 7. Collective feed of comments, direct messages, and post replies
  8. 8. Assigns tasks to comments and direct messages for follow up. Marks and categorises them as incomplete tasks
  9. 9. Searches for Keywords on Facebook and Twitter
  10. 10. Report - page impressions, location demographics, new likes and page post insights
  11. 11. Pros - Easily schedules content on Facebook and Twitter - Report section has a nice display that can be easily added to a report - Easy to navigate and easy learning curve Cons - Report section does not add any new/ unique insights compared to FB or Twitter - Messages section which pulls in comments and mentions gets disorganised as incoming messages are not marked are new - Does not have adequate any listening capabilities
  12. 12. DESK.COM
  13. 13. What is it? Desk.com is a customer service management tool that allows companies to import email, Facebook, and Twitter accounts for customer service and management needs. Creates cases from each source [Facebook comment, Twitter mention etc.] which can be marked as new, pending, or resolved. How does it work? 1. Track all incoming messages and comments from several FB pages 2. Ability to sort by resolved, new, or pending 3. Can create rules to organise cases better 4. Can import standard responses for swift replies 5. Tool can also assign cases to ‘agents’ who have access to the account
  14. 14. Customer service dashboard
  15. 15. Customer cases interface
  16. 16. Import responses feature
  17. 17. Pros - Can easily keep track of all incoming messages from several sources - Ability to sort by resolved, new, or pending cases - Can create rules to organise cases better - Can also import standard responses for swift replies - Tool can also assign cases to ‘agents’ who have access to the account Cons - Platform pulls in admin posts which are not necessarily customer cases - Learning curve can be a bit high in the beginning - Platform solely for customer service can not perform other necessary social media tools functions
  18. 18. CROWDBOOSTER
  19. 19. What is it? It’s a Facebook reporting platform that pulls in all Facebook posts and quickly gives an overview of post performance and new likes. Also features top engaged users per Facebook page. Can also schedule posts through platform. How does it work? 1. Features an easy to view graph highlighting top performing posts for reach and engagement 2. Gives recommendations based on post performance pulled in from Facebook insights on: - Best times to post for optimum reach - Fan growth - Highlights PTAT spikes 3. Displays layout of social media insights that can be captured in reports 4. Can export data via CSV
  20. 20. Account Dashboard
  21. 21. Pulls in most engaged users from the Facebook community
  22. 22. Ability to schedule posts
  23. 23. Pros - Provides useful recommendations based on post performance pulled in from Facebook insights - Displays nice layout of social media insights that can be captured in reports - Easy to navigate and easy learning curve - Can easily schedule posts across multiple Facebook accounts - Can export data via CSV Cons - Very simple interface with no customisation - Not much variety on the types of insights featured in the platform - Does not have any listening capabilities - Not much depth to the platform beyond the main dashboard - Does not provide information on activity outside of Facebook
  24. 24. SYSOMOS
  25. 25. What is it? Sysomos is a listening tool that allows brands to review their share of voice and influence across the web. The platform updates in real time and captures different dimensions of insights through keyword “filters”. How does it work? 1. Features visual dashboard with informative insights on share of voice, sentiment, media sources, and influencers 2. Creates word clouds to display keyword volume associated to a brand 3. Can publish posts on Facebook and Twitter through platform 4. Can track and monitor influencers on several channels 5. Allows for very targeted searches of keywords and mentions 6. Can compare against competitors 7. Email alerts can be set up for specific data
  26. 26. Dashboard
  27. 27. •  Unlimited searches and access to Billions of conversations! •  Twitter Partner Certified, access to full Twitter data! •  Access to 2 years of Historical data, 1 year for Twitter! •  Identify key influencers by industry or demographics groups! •  Understand key conversations, themes and trends! •  Conduct in-depth research for comprehensive reporting! MAP$provides$accurate,$real34me$insights$into$ conversa4ons$about$your$brand,$industry$and$ compe44on$in$easy3to3understand$graphics.$
  28. 28. Competitive Share of Voice
  29. 29. Product-Focused Volume Mention Report
  30. 30. BuzzGraph and Word Cloud
  31. 31. Geo-Search of mentions
  32. 32. Reach - Authority - Mention Type
  33. 33. Pros - Features nice visual dashboard with informative insights - Word cloud displays for keywords can be generated at many levels - Unlimited amount of mentions offered with services - Can publish posts on Facebook and Twitter through platform - Influencers are easy to identify and manage - Allows for very targeted searches of keywords and mentions - Learning curve is low for this tool Cons - Dashboard is not customisable or visual in real time - Geography does not show view of Australia and local cities
  34. 34. SOCIALBAKERS
  35. 35. What is it? Socialbakers is a social media market insights platform that is primarily used for Facebook. Users are able to benchmark their page performance against their competitors side by side. How does it work? 1. Show side by side comparison of Facebook insights vs. competitor 2. Focuses on engagement reporting via post interactions and fan comments 3. Provides insight on fan increase and engagement rates 4. Displays admin post frequency and types of post 5. Exports reports via PDF
  36. 36. Account dashboard overview
  37. 37. Page comparison view
  38. 38. Pros - Contains a nice visual display of insights - Can easily benchmark against competitors with side by side comparison of Facebook insights. - Automatically pulls top posts for pages imported into an account - PDF export report looks great Cons - Does not show competitor page post reach - Does not properly measure Facebook response rate from Facebook pages - Cannot easily swap out Facebook pages to monitor
  39. 39. SIMPLY MEASURED
  40. 40. What is it? Simply Measured is a social media market insights platform that reports across several social media channels. It can provide automatic insights once a report is generated. How does it work? 1. Reports on several different social media sites including Facebook, Twitter, YouTube, Vine, etc. 2. Automatically highlights engagement and fan peak from the month being measured 3. Highlights top keywords on the Facebook page 4. Highlights top posts of the month and top comments from the wall 5. Report can also be exported to powerpoint or excel
  41. 41. Report overview
  42. 42. Engagement Peaks
  43. 43. Community)Health)Overview) Op4miza4on)Outbound) Content)Details) FAN$GROWTH$PEAK$ more)fans)added)than)the)daily)average) from)this)report)period) 5/16/13) NA) $ $$FAN$ACTIVITY$ 0.1%) Of)Your)Fans)Have)Commented) )) %)Change)in)Fans) 0) Fans)Gained) 713,454) Total)Fans) 1.0) Comments)Per)Fan) 0) 100.0K) 200.0K) 300.0K) 400.0K) 500.0K) 600.0K) 700.0K) 800.0K) 0) 0) 0) 0) 0) 1) 1) 1) 1) 1) 1) 5/16/13$ 5/17/13$ 5/18/13$ 5/19/13$ 5/20/13$ 5/21/13$ 5/22/13$ 5/23/13$ Total)Fans) New)Fans) Page)Fans)Over)Time) New)Fans) Total)Fans) $$ $$ PTAT$SUMMARY$PTAT$SUMMARY$ NA) Change)in)PTAT)in)report)period) 0.4%) PTAT)as)a)percent)of)fans) 2,509) Avg.)People)Talking)About)This) 0) 5.0K) 10.0K) 15.0K) 20.0K) 25.0K) 5/16/13$ 5/17/13$ 5/18/13$ 5/19/13$ 5/20/13$ 5/21/13$ 5/22/13$ 5/23/13$ People)Talking)About)This) People)Talking)About)This)(PTAT)) $$ $$ Fan growth insights
  44. 44. Top Keywords from Facebook
  45. 45. Top posts on Facebook
  46. 46. Pros - Can quickly generate reports that can be incorporated into a monthly report for brands and clients - Highlights top metrics across several Facebook insights - Can be easily exported or pasted into a reporting template Cons - Limited to only reporting based on a certain amount of audience across all profiles (max 250,000 audience limit) - Platform has trouble picking up competitor Facebook pages even after entering the URL - Can not easily swap out other Facebook pages or social media channel. Requires contact with company to make this change
  47. 47. RADIAN6
  48. 48. What is it? Radian6 is a robust social listening and marketing tool that provides customers with in-depth insight on how people are talking about certain brands. How does it work? 1. Reports on share of voice, sentiment, influence, and media sources for specified companies and competitors 2. Contains customisable dashboards that updates in real time 3. Can identify influencers across several sources 4. Provides info on demographics and top keywords 5. Can export specific data
  49. 49. Custom real time dashboard view
  50. 50. Stats and profile volume
  51. 51. Keyword groups volume
  52. 52. Top sources and sentiment breakdown
  53. 53. Top influencers
  54. 54. Mentions heat map and themes sentiment
  55. 55. Trends graph, Top tags, and word cloud
  56. 56. Pros - Customisable dashboard that updates in real time - Provides options for several variables within the tool to help users customise for specific listening needs - Graphs can be changed by type and colour - Influencers can easily be identified and managed - Exports reports in 3 different ways depending on needs Cons - Steep learning curve for customising the dashboard and gaining insights - Price is slightly higher than other services - Limited number of mentions per month
  57. 57. BUZZNUMBERS
  58. 58. What is it? Buzz Numbers is a social media listening tool that is local to Australia and provides brands with insights on their overall digital share of voice. How does it work? 1. Pulls in information from across the web based on client brand and competitors including: - Share of voice - Share of voice via source - Sentiment - Top influencers 2. Sets up custom reporting 3. Can export PDF data manually or automatically
  59. 59. Dashboard Overview
  60. 60. Insights view of share of voice and volume of mentions
  61. 61. Insights view of brand mentions and topics
  62. 62. Pros - Pulls in information from across the web based on client brand and competitors - Provides good overview of share of voice across different sources Cons - Dashboard is very slim on insights - The graph and displays are not visually appealing - Only reports on volume and does not contain deep analysis of competitors and client brand
  63. 63. EDGERANK CHECKER
  64. 64. What is it? EdgeRank Checker is a platform that provides Facebook pages with an overall engagement score and information on how well it ranks against thousands of page insights. How does it work? 1. Provides benchmark report based on industry average 2. Generates automatic recommendations based on the insights pulled from Facebook insights 3. Individual posts are graded from A - F compared to the previous month 4. Exports in CSV
  65. 65. Industry report benchmarking Facebook performance
  66. 66. Individual post grading compared to previous month
  67. 67. Page recommendations on content to post, time of day to post etc.
  68. 68. Pros - Gives automatic recommendations on Facebook performance - Benchmarks Facebook pages based on industry averages collected from other accounts in the system - Quickly provides you with insights to improve content on the Facebook page Cons - Tool only focuses on Facebook insights
  69. 69. OVERVIEW
  70. 70. Platform Listening Buzz reporting Competitive review Complaints Management Facebook Reporting Scheduling Sprout Social Ok - - Good Good Good Crowdbooster - - - - Good Good Sales Force Radien6 Great Great Very Good Good - - Sysomos Great Great Very Good Good - Good Social Bakers - - Very Good - Good - Desk.com - - - Great - - Simply Measured - - Good - Very Good - Buzznumbers Good Good Good - - - Edge Rank Checker - - Good - Very Good -
  71. 71. PRICES
  72. 72. Platform Price Sprout Social $39/$59/$99 per month Crowdbooster $9/$39/$99 per month Sales Force Radien6 $600 per month + Sysomos $500 per month + Social Bakers $200/$500/Premium Desk.com $3 per agent per month $29 per agent per month Simply Measured $500 per month (10 brand profiles 250K audience) $1,500 per month (20 brand profiles 2.5 million audience) Buzznumbers $700 per month per brand Please note: prices are based on publicly listed information from our research on during July 2013.
  73. 73. THANK YOU DOWNLOAD THIS PRESENTATION SLIDESHARE.COM/PUSHERSOCIAL follow us @pushersocial
  74. 74. FOR MORE INFORMATION CONTACT US ON +61 2 9356 1500 info@pusher.com.au Pusher Sydney Top Floor 63 William St East Sydney NSW 2010 Pusher Brisbane Top Floor 22 Ross St Newstead QLD 4102 CONTACT

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