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Today’s release of Alterian SM2 version 5.0 takes social media monitoring beyond just listening. Now you can capture, analyse and engage in a coordinated manner, thanks to the workflow and engagement functionality that has been added to the existing feature set.
Reach your audience at the right time and on the relevant platform. SM2 v5.0 allows active engagement with publishing via Twitter, Facebook, YouTube and Flickr and all from within the platform itself.
Assign, prioritise, and respond.
Not every social media response is to ‘Neutralise a threat.’ Building a rapport with existing customers, generating new leads, and ultimately delighting customers – existing and new – with a timely response that shows you are listening can give you a competitive advantage.
If a customer is looking to interact with you and sends in a creative home-made video on YouTube, you would do well to respond in the same manner. And now you can discover that communication, assign it to the relevant internal resource and close the loop by responding. Talking the customer’s language on their platform of choice just got a whole lot easier.
Transparency
Increase internal accountability with audit trails; mark up items with additional notes to collaborate your social intelligence across various relevant departments of the business. It isn’t about covering your back, and it is about opening up the relevant lines of communication to get the job done – and get it done more efficiently.
The engagement console is an add-on feature to SM2, but clients will not incur any additional fees for this new feature. Get in touch with your Alterian account manager and ask them about it via SM2 Support, or contact me for a demo. You can also visit Alterian Social Media Monitoring for more information.
