4 Must-Make Reports About Your Brand in 2014 - CX Social

4 Must-Make Reports About Your Brand in 2014


The end of 2014 is the perfect time to start working on your reports and take stock of the past year. A lot of our users report on their brand at the beginning of a new year. What better way to prepare yourself than by already making a selection of key filtering options? Make sure your brand is ready for your annual reporting.

First things first. The best way to prepare for reporting is by setting up some essential dashboards with the KPIs that are relevant to your brand. Beyond the standardized analytics we provide in our Insights, leverage custom dashboards to make a selection of the right KPIs and metrics for your brand. You can create multiple dashboards to see all the statistics, messages, and charts that matter the most to your brand in just one place.

We’ve compiled a list of 4 must-make reports to look back on your brand’s year on social media. The keyword in all of this: advanced filtering!

1. Compare The Start of The Year To the End of 2014

By comparing the first month(s) to the last, you can clearly identify if there’s been a progress throughout the year. You will be amazed at how far you’ve come. Social media evolves quickly, but so do you trying to keep up with those evolutions! Do you notice an increase or a drop in volume of incoming messages? Any significant changes in sentiment? Getting an answer to these questions can help you make the necessary changes in your company: hiring new staff, dedicating more effort to training your social media team members, etc.

Key Engagor Tip: To instantly compare several topics, select the right ones first in our new Insights. Consequently, use the Compare button to filter on, for example, hashtag, tag, source, profile, etc. In order to compare on date range (e.g. the first 6 months of 2014 to the last 6 months), add 2 compare widgets in your dashboard, with a different date range. A great example is comparing the sentiment of mentions. That way, you can keep an overview of the volume of incoming mentions.

Schermafbeelding 2014-12-29 om 17.12.21

2. Compare Campaigns With Key Metrics

Throughout the year, brands often launch several social campaigns themed around holidays, new products launches, contests, etc. To make sure you keep a close eye on the performance of your campaigns and make them even better in the future, make sure you continuously compare the results. When creating campaigns under several topics, you can choose to compare these topics in endless ways.

Key Engagor Tip: When creating dashboards, you have numerous widgets to choose from. For example, the Daily Mentions Per Category-widget, allows you to take a closer look at the source of your mentions (news items, blog articles, social media, etc.) which is especially useful for your PR department. Compare Total Topic Volume allows you to see how many incoming mentions there were on average each day for a specific campaign. There’s also the User Evolution widget to identify if there was an increase in followers due to a specific campaign.

Schermafbeelding 2014-12-29 om 17.16.03

3. Compare Content With or Without Visuals

Visual content was key in 2014. In order to measure how well your content performed and adjust your content strategy accordingly, make the distinction between content with or without visuals.

Key Engagor Tip: In Engagor, there are two special filters that allow you to either see the data with video and/or photo, or without video and/or photo.

Schermafbeelding 2014-12-29 om 17.13.15

4. Keep Track of Your Resolve Time & SLAs

In 2015, consumers will be even more critical when it comes to social customer service standards. Meeting your SLAs ( Service Level Agreements) is a key element of delivering top-notch support.

Key Engagor Tip: Select the special Customer Service SLA Metrics-widget and keep track of how well you performed in taking action on a specific mention within a specific time frame (e.g. some of our users commit to replying within the hour to their customers).

Schermafbeelding 2014-12-29 om 17.10.34

Conclusion

Setting up dashboards and selecting the right widgets, finding the right filters to sift through your data and reporting on relevant KPIs is very brand-specific. What is relevant to your brand isn’t necessarily relevant to others. The goals you set for your brand will greatly determine the way you report and the data you report on. Think in advance about the relevant KPI’s, widgets, etc. and don’t be afraid to experiment a little in sifting through the data.

If we can help you out in any way, don’t hesitate to contact us.

See the Difference CX Social Makes

Looking for faster social response times and better social issue resolution?