Radian6 Features End of Life Announcement

Radian6 Engagement Console, Summary Dashboard and Mobile App won’t be availble from June 2017.

Today (February 22nd, 2017), we noticed this announcement on the Salesforce Knowledge Base.

Essentially, it means that Radian6’s Engagement Console, Summary Dashboard and Mobile App will not be available from June this year. If you’re currently using any of these features of Radian6, you’ll need to move across to Social Studio.

We’ve set up a micro-site to help you migrate across from Radian6 to Social Studio and we’ll continue to update this as we get news from Salesforce.

Of course, if you’d like us to help you out, we’ve done lots of these migrations before! Contact us now to get started.

Social Studio Release Notes – January 2017

Salesforce have just announced the next round of releases for Social products. Our Social Analysts are geeking out in excitement and can’t wait to get their hands on them! This is what they’re most looking out for.

Salesforce have just announced the next round of releases for Social products. Our Social Analysts are geeking out in excitement and can’t wait to get their hands on them! This is what they’re most looking out for.

Social Studio

Emoji

When using Emoji in Publish, you can now search for the Emoji that you want to use. There are over one thousand to choose from, including multi-ethnic and flag emoji. Just keep in mind, emoji does appear differently across operating systems and browsers.

Engage

For Twitter, In-Reply to information is displayed with the post, giving you much more context around the Tweet.

The Image Lightbox has been improved, displaying images at a higher resolution

Bit.ly

You can soon use Bit.ly in Engage to shorten URLS and track metrics through bitly.com! You’ll need to shorten the URL on a post by post basis as this isn’t done by default. We’re eagerly awaiting to see if this can be done in an Engage Macro…

Analyse

You’ll be able to segment a Dashboard with Boolean based keywords, improving the Dashboard context and speed of analysis.

Something we’re really excited about is macros in Analyse Dashboards! This lets you apply workflows directly in the Dashboard, producing more accurate reports and faster responses.

Mixed Dashboards give you a view of your entire social footprint by monitoring a number of social networks or Topic Profiles. Date ranges have also been expanded, letting you zero in on what really matters.

More analysis can be done with Advanced Card Configuration, letting you apply filters to individual cards in a Dashboard, as well as renaming and resizing cards to make them easier to present.

Focused Exports

Exporting data has been overhauled too. Focusing on an individual card on a Dashboard or Workbench, you’ll be able to distinguish between retweets and quote tweets and see when the post was first assigned.

Admin

Admins can now change the owner of a page. So, if someone leaves the business, the Admin can easily make this change without having to chase anyone and suffer downtime on the channel. Also, page owners can set Agencies to manage only selected pages, as well as redistribute pages to other page admins. We’re forever chasing page owners, so this change makes us very happy!

Command Centre

The new Facebook Ads Visualisation displays advertising campaign metics such as total spend, actions, clicks and impressions, letting you continuously assess Facebook ads and modify them. You can also view ads across brands or products lines.

Facebook Reviews, including comments and replies can now be visualised and organised to focus on detractors or promoters.

Social Hub

Facebook Review scores can now trigger an action! You can apply a Workflow depending on the score, so low scores could be sent to Service Cloud and High Scores could have an author label applied.

How social can help improve the customer experience, in and out of the bank [Finance Report]

Social Media Analyst, Leigh Price’s analysis of the Banking Industry in Australia & New Zealand.

Our team of social analysts have been busy producing our latest Social Analysis report, which covers the banking industry in Australia and New Zealand.

The insights don’t lie: smart use of social can increase the experience of your customers. We’ve got some of the best insights below, just a taste of the comprehensive report.


Australia & New Zealand Banking Industry Social Analysis

Discover how social can help improve the customer experience, in and out of the bank.

Request Full Report Today


Customers want to be listened to

Create internal procedures and technology-based governance to ensure conversations ‘close the loop.’ If your customer submits a suggestion for a product that is later implemented, ensure they’re aware of this, so they feel they’ve contributed to shaping their bank. Additionally, internal processes need to be streamlined so that those questioning bank policies can be addressed in a timely manner in accessible language. Governance is critical to ensuring distributed teams don’t drop the ball on customer conversations. Consider implementing automations as part of a social platform to ensure no conversation falls through the gaps.

Customer Emergencies

For customers struggling with bank issues, especially internationally, using the most of bank data to make help information more easily accessible to them is recommended. If customers access online resources from an international IP address, information should be customised to suit their most likely requirements.

Generation Gap

Financial training and literacy programs for both younger and older generations struggling to deal with financial systems is advised. Consider using a system of customer tagging on your social monitoring platform, categorising customers into segments. This will assist customer care agents in personalising conversations.

Online Support

Reducing the number of steps needed make to contact a customer service representative is likely to reduce the negative conversations online about banks.

Feedback Procedure

After a poor customer service experience, customers feel there is no outlet to get their voice heard other than social. Providing systems for effective complaints management is recommended.

The Human Touch

We observed a number of posts alluding to a perception of banks feeling faceless. Empowering local staff such as branch managers and marketing managers to share positive stories from their area, or outreach within their community, is a great way to add a human touch. Using a social platform which allows for hub and spoke style repurposing of successful local content will assist with this approach.

Queue Times

Data shows that in-branch queue times is one of the aspects people find most frustrating (after they are already frustrated that they need to go into a branch). Leveraging technology to set a customer’s expectations around branch times and to manage queues will be one way to reduce tension in this area.


Australia & New Zealand Banking Industry Social Analysis

Discover how social can help improve the customer experience, in and out of the bank.

Request Full Report Today