CRM: Classify your community with tags

Any professional Twitter user knows and understands that followers are supporters of your business and potential customers or clients. They therefore have to be looked after in return for their support. SocialBro has different CRM features that can help you to look after your followers in a number of ways.

The first of these is the ability to classify your community with tags.

The basis of tags is the same as lists however, Twitter only allows you to have up to 1000 lists with no more than 5000 people per list. If you had a large Twitter community that you wished to classify e.g. by location and profession or by location and type of customer, you would run out of lists or have too many people to fit in one. Tags could be used to classify customers according to location or type of product purchased e.g. trial, basic, professional etc so that you could easily locate and contact relevant customers in the future.

To classify followers by location and influence for example users from London with a high influence (e.g. to target them with content):

1) Select “followers” from the community stats panel.

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2) Use the filters and search options to find the required users.

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3) You can then apply more search filters if desired. If you wish to add the tag to all returned users select “all criteria” from the bottom navigation bar and then “add tags to all”. Alternatively, browse through the search results and select individual users or drag a box over a group of users (Tip: if your search returns a large amount of users you can go to; settings, general and page size to view more users per page). Then select ‘add tag’ from the bottom of the page as shown below.

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4) Choose a name for your tag and select save changes.

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5) Your tag can then be viewed in the left hand side navigation bar as pictured below.

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6) Your tag now acts as a shortcut for finding your influential followers from london, just click on the tag.

7) To add tags or edit tags for individual users just select “More” from a user’s profile and then “edit tags” where you will be able to add multiple tags or delete old ones.

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Tags can be very useful for professional users when it comes to managing your relationship with customers on Twitter in a personalised way and for organising your Twitter community more efficiently. For example by classifying customers you can target them with the right material and offers. Tags can also be used for noting people you follow who might be useful to your business e.g. Bloggers.

Go to the next section – CRM: Add notes to users in your Twitter Community

CRM: Add notes to users in your Twitter community

Another CRM tool offered to you by SocialBro is the ability to create notes about users in your community.

Notes can be added in the same way as tags and can be as long as you like e.g. details about a client, details about a problem that needs to be solved etc. When you use the advanced search option, SocialBro will show you any user whose notes match the search e.g. if you searched “notes:important” any user with the word “important” in their notes would be returned.

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You can then select the gold corner of the user to view the notes written about them.

Notes are useful for gaining insights about a select group from your community. You can also use SocialBro to create a best time to tweet report for that group e.g. customers using a certain version of your product or in a certain location. You can then use this information to know when best to target these people on Twitter.

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Notes and tags are very useful tools for the professional user of Twitter allowing you to efficiently organise, keep track of and target different members of your Twitter community e.g. if you have to contact certain customers in the future you could use tags and notes to keep track of them so that you can perform a simple search to find out who they are and not forget about them. You can also select the blue bottom right corner to view any interactions you have had with them e.g. to view what they asked you, when you said you would be in touch etc. Tags and notes for this reason also help to improve your customer service.

Go to the next section – CRM: List management to not lose Track of your Supporters

SocialBro list management to not lose track of your supporters

On the dashboard you can view the people who you influence (people who have recently mentioned or retweeted you). These people can be supporters of your brand, customers or people who have shown an interest in your business e.g. by asking you a question. These people are important to your brand and should be looked after, so in many cases It is useful for you to add a tag, a note or both to keep track of them.

1) Click on your “I influence” widget.

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2) You can then use the blue right hand corner to view your latest interactions with each user and determine what tag and note should be added to them. For example if someone has shown that they are a supporter of our brand it may be worth making a note of that for future reference e.g. to make them aware of future features etc.

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3) Then simply use the “More” button at the bottom of the user’s square to assign the relevant note or tag.

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Tip: If you discover potential leads on Twitter via SocialBro, you can make use of our integrations with Salesforce and Nimble to send these contacts to these apps and have your sales team follow them up.

You can also see the latest interactions between you and others by selecting “latest interactions” via the “Engagement” drop down menu, meaning you don’t have to exit SocialBro to see what’s happening on your Twitter, improving your response times.

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Go to the next section – CRM: List management to Keep track of your Influencers 

SocialBro list management to keep track of your influencers

On your dashboard you can view your influencers (people you have mentioned or retweeted). These people or brands can be of importance to your company for various reasons e.g. they promote your product, you have worked with them on a project or event, you have contacted them, they inspire you etc. The number of influencers and reasons can grow to the point where you could forget about some or forget the reason for engaging with them. In this case it would be useful to classify them using notes and tags.

1) Click on “my influencers”.

2) You can then use the blue right hand corner to view your latest interactions with each user and determine which tag and note should be added to them.

For example here we can see that we are collaborating with this user so we can make a note to potentially collaborate with them again in the future.

Or (as shown below), we could see that a user is a fan of our brand, useful for targeting or building up a relationship with.

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3) Then simply use the button at the bottom of the user’s tile to assign the relevant note or tag.

You can also see your latest interactions between yourself and everyone by selecting “latest interactions” from the “Engagement” section of the top navigation bar, meaning you don’t have to exit SocialBro to see what’s happening on your Twitter, improving your response times.

You can also make use of Twitter lists to monitor the tweets from users who are important to your business. Create the Twitter list using SocialBro, then add the list as a stream in Hootsuite to never miss out on important news or to look for opportunities to engage with these influential users.

Go to the next section – Best Practices for Creating Twitter DM Campaigns 

BTTT – Maximize Audience Reach

One of the most useful features of SocialBro is the “Best time to tweet report” showing at which times of the day (and on which days) your tweets get the maximum exposure and are therefore most effective.

You can create a best time to tweet report for your whole community or a certain segment for example if launching a new product in Spain, it would be most beneficial to know when the members of your community living in Spain are online.

Then you can configure the Best Time to Tweet report with Bufferapp or with HootSuite to schedule your tweets in advance at the times when your followers are most likely to see them.

To create a custom best time to tweet report for your followers living in Spain:

1) Select followers from the Community Stats graph on your dashboard.

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2) Use the filters on the left to select your desired segment e.g. spain (you can apply as many filters as you like).

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3) When you have your desired segment of users select the option to create a best time to tweet (BTTT) report at the bottom of the screen.

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4) Choose a title for your report and select create.

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5) It may take a while to generate the report but SocialBro will notify you when it is ready.

You can also create a report based on users with a specific tag by selecting the tag instead of a filter.
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You can also create a report from a list:

1) Add the list as a source by selecting one of the list options from the “Target” section of your top navigation bar.

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2) Select the list you wish to create a report for and click add.

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3) You can then select the users from the list that you wish to create the report about e.g. all members or members following you.

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4) After selecting “all members” either use the filters to specify another factor e.g. location and select “Best Time To Tweet report” from the bottom of the page.

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Tip: The best way to reach more people on Twitter is to create great content that your community will retweet and share with their followers. Our Tweet analytics tool is great for showing you what content your community values and finds useful/ interesting and can help you improve your future tweets and ultimately expand your reach.

Go to the next section – Using SocialBro to discover the interests of your community

Using SocialBro to Discover the Interests of Your Community

SocialBro has a number of ways of showing you what your community are talking about. Knowing what your followers are talking about and what links they are sharing provides information that can assist in shaping your strategy and targeting to encourage two-way communication.

1) The first of these is at the bottom of your dashboard.

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Clicking on one of the words will take you to all of the users who have that word in their bio (useful for targeting).

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2) The second is in the community insights section.

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Again any of these can be clicked to display the users who have included this term in their bios.

3) The third place to find what your followers are talking about it in the Best Time To Tweet report.

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It will often be useful for you to find out what a certain segment of your followers are talking about. In this case you can just use a list as a source or use the filters or tags to create the segment then create a custom insights report (or a BTTT report).

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Some other tips for finding out the interests of your community and engaging with them include:

  • Using the Tweet analytics tool to see which of your tweets are most effective amongst your community judging by the number of replies and retweets they receive.
  • Creating a Twitter list to monitor users’ tweets and interactions and look for opportunities to engage with them.

Go to the next section – How to configure your BTTT report to “buffer” your Tweets

Perform a Geolocated Search

The Geolocated search function is a very useful tool, especially for local businesses. It enables you to find Twitter users nearby who are tweeting about a certain word or topic. For example if you are a sushi restaurant owner you could search for users tweeting the word “sushi” to find people to target e.g. to persuade them to visit your restaurant by telling them your special offers or other details about your restaurant.

To do this firstly select “Geolocated search” from the “Target” section of the top navigation bar.

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Then type the a name for your search, the desired word e.g. “Sushi” in the search criteria field and select a radius and language.

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You can then view all of the people who have tweeted about sushi on your dashboard. Select “participants” from the community stats panel to view all of the users who have tweeted “sushi” recently.

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You can then view the individual users and perform the following actions: follow, direct message, add to list, add a note or tag and create an individual best time to tweet report. You can also be taken to the user’s Twitter profile.

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To perform an action for multiple users, drag and drop a box over them and select one of the buttons at the bottom of the page.

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From the dashboard you can also view the actual tweets that contain your search criteria. Select “Tweets number” from the community stats panel.

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From here you can directly reply to users for example to tell them about your current sushi offers.

Go to the next section – How to Follow Your Competitor’s Followers

Collaborators Tool

SocialBro has created a Collaborators tool that allows you to control which of your clients or co-workers can have access to or edit your Twitter accounts.

Depending on your SocialBro plan, it is possible to add a finite number of collaborators to your account, which enables them to perform management actions based on roles you choose.

  • Professional users can add up to three collaborators to their SocialBro account at no extra cost.
  • Business users can add up to five collaborators to their SocialBro account at no extra cost.

Extra collaborators can be added to any SocialBro Pro plan (including Premium and Premium Plus) for a charge of $15 per person.

To add collaborators to your account:

1) Select the drop down menu next to your account name and click Manage.

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2) You will then see the following welcome page:

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Select a name for your company or project and click “start collaborators”. This will form your SocialBro URL and once chosen it cannot be changed.

3) You will then be presented with a page showing your accounts, sources and collaborators. You will appear as a ‘Collaborator’ by default.

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Shared Accounts

These are the Twitter accounts that you can manage with SocialBro.

Shared Sources

These are the sources that you currently analyze and manage.

Collaborators

These are the people who will be able to manage the accounts allocated to a specific team. You (the owner) count as a collaborator, so if your plan allows you to have 3 collaborators you count as one of them and will appear as one of the team members.

Once you’ve created your first team, it will appear as Team 1 on this page. In SocialBro, the term Team is used to describe the content, i.e. Twitter accounts and sources, that can be viewed or edited by that group of people. For example, if you were an agency managing four Twitter acounts (A, B, C, D), one team may have access to A, B, and C; whereas another may only access B and D.

4) To edit the name of your first team, select the edit icon from the top right and then change the name. You can also create a new team by selecting Add Team (shown above).

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5) Once you have created your team, you can then select what content you want collaborators to be able to have access to, add more collaborators and control what they can see in SocialBro:

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Use the tick boxes next to the names of the shared accounts and shared sources to select what you want this team to have access to.

To add collaborators, enter their email addresses in the collaborators section and use the drop down box to choose what level of access you want them to have:

Read Only

  • view/export reports
  • browse community

Management

  • everything from Read Only
  • follow, unfollow, block, add/remove to list, tag, edit notes
  • tweet, DM, retweet, favorite, unfavorite
  • add custom filters
  • request sync
  • request/remove reports

Admin

  • Everything from Management
  • Add accounts and sources

Owner

  • access/manage invoices and billing info
  • upgrade/downgrade/cancel
  • manage collaborators

You can edit your collaborators at any time by selecting “edit” next to their email addresses.

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6) Once you have added Collaborators they will be sent an email invitation and will have to accept. They can then access SocialBro as a collaborator by logging into the subdomain provided by the team owner or by using the shortcut that appears in the account drop down menu. This means that you do not need to share your Twitter or SocialBro credentials with any members of your teams.

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7) You can then add more teams by selecting “add team” as shown earlier. You can add as many teams as you want to but the number of collaborators in each one cannot exceed the number allowed in your plan. Once you have invited your maximum amount of collaborators you will not be able to invite new ones, only add existing ones to different teams. Members can be in multiple teams and those that are will be able to view all of their shared resources (accounts and sources) from all teams in their account.

Go to the next section – Find new people

Payment Plan and Invoices

You can view your most recent and past SocialBro invoices within the platform by viewing your settings. You can export invoices to PDF, where they can be printed or stored on your computer for your own personal records. To access your SocialBro invoices, simply do the following.

1. Select Payment Plan from your settings.

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2. Click Invoices.

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3. Scroll down the page to the Invoices section and select Details for the invoice you wish to view.

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4. If you wish to print or save the file as a PDF, select View PDF.

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Go to the next Section – Exploring and Browsing your community

Benchmark

Want to compare the growth of your Twitter account with your industry peers? Our Basic plan and above users can with our tool Benchmark, which allows you to compare your Twitter account with other accounts of similar age, size and industry.

We’ve created clusters of Twitter accounts from our database of 100 million active users and grouped these by the age of their account, the number of followers they have and the topics they are related to. We then clearly display the growth of your account (followers, following, Tweets and lists) and the average of similar users on a graph for you to analyze.

Note: This tool is designed to give you a rough idea of how you are performing in Twitter compared to others. We are however constantly improving our algorithm to make the results as accurate as possible.

1. To access the tool select ‘Benchmark’ from the Analytics section of the  top navigation bar.

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2. At the top of the page you can select the topic most relevant to your industry. By default SocialBro will detect which category you are in (based on your bio) but if you think there is a better match you can use the drop down box to select a different one.

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3. The first chart displayed is the benchmark of your followers evolution. This chart shows the progress of your followers (in green) compared to the progress of accounts similar to your own. To switch between the different charts (to see the progress of following, Tweets and lists) select ‘View chart’ under each. To zoom in on a particular part of the chart, drag and drop a box over the desired area.

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4. Beneath this chart you have a comparison of your influence and the influence of similar users according to Kred. You can use these charts to decide if you need to do more to gain retweets, replies and favourites if for example your score is lower than the average of your peers.

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Go to the next section – How can real-time analytics for Twitter be useful for you? 

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