Configuring Social Listening Settings

Social Listening Settings

You can configure your CX Index for:

  • Social Listening
  • Social Advocacy

Social Media sites include:

Twitter, Facebook, Instagram, WhatsApp

Enable Social Listening

Configuration for Social Listening is the same for each social media platform.

To edit the configuration settings for a platform, hover over the platform name so that the edit link displays. Click the Edit text to configure the settings for that platform.

  • You need to configure each platform.
  • Check the checkbox to enable Social Listening
  • Click Update to save changes made

Disable Social Listening

  • You need to configure each platform.
  • Check the checkbox to disable Social Listening
  • Click Update to save changes made

Phrases

  • Type in one a new line the relevant phrase you want to listen for.
  • Click Update to save changes made

To improve the chances of search success, specify both a value and a label.

What is the difference between Values and Labels?

  • A value: The exact phrase to look for on social media
  • A label: How to present it on our dashboard/datasets/filters.

Additional Info:

It is not required for our users to pass Value and Label. If we get one phrase then we are going to use it as both.

For example, if searching for CX Index, type:

Cxindex: CX Index

Let’s say we want to look for data related to hashtag: #customerexperience then we can set it up as:

Value: #customerexperience

Label: Customer Experience

The technical reasons why this helps the search:

This allows the user to see a more accurate description of the value.

AI Categories

Why is social media mentions categorisation important?

Categorising the social media mentions enables identification of underlying trends.

Are 'Delivery' social media mentions dominating the % of mentions you're hearing? Followed by e.g. 'Service'? Take this data and translate what you're listening to into tangible business actions.

To improve the chances of search success, specify both a value and a label. 

For example, if searching for CX Index, type:

delivery: Delivery

Customer Key

Customer Secret

Access Token

Token Secret

User ID

Target URL

Want to redirect to e.g. the CX Index Twitter account? Type in

https://twitter.com/CXINDEX

Click Update to save changes made

Enabling Social Advocate

This is flexible with simple configuration rules. These rules govern how the solution chooses the preferred 3rd party review site and is customisable to each business’ requirements. 

We call the CX Index tool that delivers this functionality Social Advocate™. Social Advocate™ is the target 3rd party social review sites.

Social Advocate™ delivers winning outcomes for CX Index customers. Why? Because it creates positive impacts on senior management business objectives.

Review sites include: 

G2 Crowd, TrustRadius, Gartner Peer Reviews, Google Reviews, TrustPilot, Trip Advisor

Social Advocate Global Settings

Customise the number to redirect your customer to your target Social Advocacy site. Vary the number depending on NPS, CSAT or Comment Sentiment.

Set Your Social Advocate CX Metrics Trigger Levels

  • Show Social Advocate when NPS is higher than or equal to:
  • Show Social Advocate when CSAT is higher than or equal to:
  • Show Social Advocate when Comment Sentiment is higher than or equal to:
  • When conditions are valid, redirect user after finished survey to random Social Listening

Save Changes

In all instances, click the Save Changes button to update configuration changes made.



 

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