Customer Engagement & Insights for Social Brands4.0/5 (8 reviews)
Users are overwhelmed by the amount of social media information in circulation. Engagor sorts all of this information and delivers it to each user’s inbox, where it can then be organized to a user’s preferences.
Users can also set up Smart Mailboxes, where information is sorted the way his or her team needs it. An associate tasked with responding to all customer service-related social media posts can set up a Smart Folder with parameters that capture all posts with a specific phrase and “problem” in them, for instance.
Even social media associates aren’t permanently stationed in front of a PC or tablet. Using Engagor’s email notification feature, users can ensure emails are sent every time a designated topic has received an online mention. This notification process can be a lifesaver in an emergency situation, with businesses often learning through repeat alerts that an online crisis is in progress.
Engagor’s automation can also be set up to filter all mentions by written language. Any mentions in Spanish could go to the designated Spanish-speaking team member, for instance, while French mentions could go to the person who is most fluent in French.
When a task is assigned to a user, that item is automatically added to the task list under that person’s login. This consolidates all items in one place to help employees track everything. When an item is complete, the user can remove it from the task list by marking the check box next to that item.
Within the task list, users can also assign items to other users or reply, retweet, or favorite the item. Users can also send a private message to the user to resolve issues away from prying eyes.
Social media managers need the ability to see how a team is performing. The Performance tab gives managers this power, allowing them to see how quickly a team is taking action on various mentions. How many mentions did a brand receive in a day? How many times was action taken on mentions during the course of that day? Engagor gives managers this information.
As a manager is viewing the dashboard, an item can be clicked for a more in-depth view. This can give insight into how specific actions, such as resolves or tags, are being handled by team members.
In addition to insight about team performance, Engagor also equips businesses with information about online activity related to them. The Insights tab provides an overview of who is talking about a business, how often they’re doing so, and what they’re saying.
Reports can be pulled by hashtags, demographics, sources (Facebook, Twitter, or websites), and much more. The Insights tab also offers an opportunity to identify influencers who are speaking about a brand and brand-related events that attracted particular attention from the online community.
Most popular features of all Marketing apps
Requires iOS 9.0 or later. Compatible with iPhone, iPad, and iPod touch.
5 reviewers had the following to say about CX Social's features:
Excellent reporting and analytics feature and functional software is using at lower volume.
The reporting and analytics platform were really impressive tapping it to some key metrics and making it relatable to specific campaigns.
Whilst having some impressive features and in theory being a sound platform when trying to use it at scale it struggled to load all messages, did not keep up with events in real time and essentially led to operational issues.
Time used: Less than 6 months
Frequency of use: Occasionally
Likelihood to recommend
Engagor is extremely suited if you have a big/huge social media team and you receive a high level of activity in your profiles.
-With Insights we have a very wide view of how our engagement metrics are doing -Their customer care is perfect.
We'd like to have all our channels integrated in the same place so we can compare channels but right now this is not on the roadmap because they're very focused on being the best working with social media channels.
There are many social media tools out there, but where Engagor shines for us is that it allows us to really create good, consistent engagement with our customers as a team.
CX Social was the best application I have ever used for social media management I used it to manage huge accounts that I have worked on such as IKEA and Burger King in which I used to get thousands of comments, messages and posts a day.
I have never used their reporting system and dashboards because I believe in getting my numbers directly from social media platforms but that's me!
Time used: 1-2 years
Frequency of use: Daily
Likelihood to recommend
I've never interacted with a more helpful and active customer service team. Every issue I've had has either been resolved or they've added to there list of issues to work on.
The interface is needlessly obtuse with figures being scattered through different sections of the site for no apparent reason and some basic stats like link clicks are just missing.
Time used: 6-12 months
Frequency of use: Weekly
Likelihood to recommend