Guest lecture engagor
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Guest lecture engagor
- 1. Engagor Social media monitoring, analytics & engagement Lien Brusselmans Engagor
- 2. Belgian start-up • Based in Ghent • Founded in February 2011 • CEO: Folke Lemaitre (former Netlog CTO) • 10 employees • About 150 clients all over the world: – Microsoft Western Europe – Mobistar – European Parliament – D’ieteren – Colruyt – KBC – Belfius – …
- 3. What we do Online tool for social media monitoring, analytics and engagement For customer service and marketing • Monitoring INBOX • Analytics INSIGHTS • Engagement INBOX
- 5. Who? What? How? ? Where? Why?
- 6. Monitoring Automation Analytics Engagement
- 7. Social media monitoring • Several sources: social media, news sites, forums, blogs, review sites, etc. • Global level: in over 160 languages • Real-time • Based on keyword search + monitored profiles All ‘mentions’ appear in the INBOX (similar to email inbox)
- 8. Social media analytics • Who is talking about our brand/competitors/industry? Age, location, number of Twitter followers, etc. • What are they saying? Top conversations, trends, etc. • When should I post new content? • Which of my Facebook posts had most success? • … All part of the INSIGHTS
- 9. Social media engagement • Interact with your audience from within Engagor • Organise your workflow • Complaints? Respond! • Positive experience? Respond! • Questions? Respond!
- 11. Reputation PR Management Campaign Marketing Monitoring Lead Sales Generation Customer Support Service Purchasing Research
Notes de l'éditeur
- Four key metrics companies are interested in with regard to these online conversations:What are people saying about us/our products/our competitors?Who is talking about …Why are people talking about … triggered by one of our campaigns? Problems? Asking questions about our product/service? Where are people talking about … do our campaigns reach the right audience? Should we extend our focus towards other regions?
- How can you get information about these metrics?By monitoring, preferably with a good tool – analytics (many tools for this) Taking it one step further but indispensable these days: engaging in the conversations: answer people’s questions / act on sales leads / thank people when they praise your products / …don’t try to do all this yourself: use the right tools, they have many automation possibilities that make your life much easierFor these three things you can use different tools – monitoring and analytics tool + engagement tool (like Hootsuite for example) There also exist tools, like Engagor, that do the three: monitoring, analytics and engagement.