Sprinklr Feature

New Sprinklr Feature: Facebook Open Graph allows you to cash in on your ‘Likes’

Sally Field's "You Like Me" Oscar speech is often parodied as the ultimate example of our human need for validation.

Whether you saw the ceremony or not, Sally Field’s Best Actress acceptance speech at the 1985 Academy Awards (for her performance in “Places in the Heart”) remains the standard for unabashed emotion and a symbol of the universal human desire to be liked.

Field is often parodied as saying “You like me, you REALLY like me!” But she actually said “You like me. Right now, you like me.” When he didn’t get an Academy Award nomination for “Drive” this year, snubbed actor Albert Brooks tweeted “You don’t like me. You really don’t like me.”

The Facebook “Like” has become so pervasive in the social media culture that it’s almost tough to imagine what commentary was like before the ubiquitous “thumbs up” symbol.

Your total number of Likes is one of several meaningful metrics measuring community engagement. It’s your targeted Facebook mailing list — people who have already interacted with your content and are presumably open to receiving more. But the number of fans on your official Facebook page doesn’t tell the whole story.

The Facebook Like button can be embedded externally on all your content across the Internet: brand webpages, blog posts, anywhere you wish. Your customers who click on this constantly updated content are not always the same people you see counted as one of your official fans. But Facebook does keep track of who these “bonus fans” are, and so can you.

The Facebook Open Graph Account in Sprinklr allows you to reach all the people who have clicked “Like” buttons embedded on your various websites. You can add as many URLs that contain the button codes as you wish.

When you post, your message will go to every person who originally clicked “Like” on your specified URLs. This feature reaches out to the broad audience of people who endorsed your specific content across the Web rather than just on your general Facebook fan page.

Sprinklr helps global brands be Social@Scale. Reaching out to past Likes is a way to rejuvenate tens of thousands of mini-conversations with engaged customers.

People do really like you, although you’ll never get an Oscar to show for it. The Sprinklr Facebook Open Graph Account makes sure all your admirers don’t feel ignored.

(Sprinklr clients can read additional notes on how to set up a Facebook Open Graph Account here).

Social@Scale: Community Manager / Sprinklr Feature — No Comments
5
Jul 12

New Sprinklr Feature: YouTube Playlist Accounts lets your team manage multiple VJs

Original MTV VJ Martha Quinn

MTV plays very few music videos these days, but do you remember when it seemed that video disc jockeys (or VJs) had the coolest gigs in the world?

Maybe you grew up with the original 1980s crew of Martha Quinn (pictured above), Alan Hunter, Mark Goodman (what great hair), J.J. Jackson and Nina Blackwood — or maybe you were a child of the 1990s video spinmeisters, Downtown Julie Brown, Kennedy and the wacky Jesse Camp.

Too bad most of those jobs are gone. Or are they?

YouTube, of course, is an indispensable part of any social media campaign and it is likely that your brand is already managing a bunch of different accounts like a building superintendent with too many keys dangling from his belt.

Perhaps you have one YouTube account for a customer video contest, another for official company news, and yet another for product demos or internal training videos. Whatever the purpose, there are valid reasons to simultaneously open and maintain multiple YouTube channels at once.

Using Sprinklr’s YouTube Playlist Accounts, Community Managers can create separate individual playlists within the same YouTube Account. Part of being Social@Scale means that you are able to quickly manage multiple YouTube usernames and passwords, and more importantly, everyone on the social media/marketing team can look at everything the company is broadcasting on YouTube in a glance.

YouTube Playlist Accounts manages multiple users across multiple playlists, allowing two levels of access privileges:

YouTube Playlist Users can view all the brand’s uploaded videos in the Conversations> Channel window, in addition to respective Comments, Likes/Dislikes, Views, Embed Codes, Links, Tags and Privacy Settings.
YouTube Playlist Admins/Users have all of the above access in addition to privileges for uploading public or private videos.

YouTube Playlist Accounts helps streamline the video marketing process in one convenient location so your company is always speaking in one unified voice.

You might not become as famous as one of the old MTV VJs, but Sprinklr helps make sure your star will keep shining bright with your customers and co-workers.

(Sprinklr clients can read additional notes on YouTube Playlist Accounts here).

Social@Scale: Business Executive / Social@Scale: Content Manager / Sprinklr Feature — No Comments
3
Jul 12

New Sprinklr Feature: SlideShare Uploader Widget Spreads Company Presentations More Efficiently

In May, SlideShare received the ultimate endorsement of its business platform to share documents, videos, webinars and slide presentations. LinkedIn shelled out $119 million to acquire the company, which was launched in 2006 as a way to network and generate business leads by giving away useful in-depth content.

SlideShare is also comforting evidence that not all business communication has been reduced to a 140-character Tweet. According to TechCrunch, at the time of the sale there were already 7.4 million presentations embedded across more than 1.4 million unique URLs. Prominent users include WhiteHouse.gov, the U.S. Army, the U.S. Navy, NASA, the United Nations, Pfizer, Dell, Hewlett Packard, IBM, McGraw-Hill, Royal Dutch Shell and Blackberry (RIM).

SlideShare was also named one of the Top 10 Learning Tools of 2011 by Britain’s Centre For Learning & Performance Technologies, which focuses on education, training and workplace learning. As such, the tool is widely used on global companies’ intranet networks.

There are numerous natural applications for this sharing platform within every company, spanning from Human Resources to Marketing to Sales.

So how does Sprinklr improve your SlideShare experience?

Sprinklr’s SlideShare Widget encourages employees to share relevant presentations with the entire company or customers through an Uploader on an intermediary webpage instead of through the company’s SlideShare account or Sprinklr account.

A pilot doesn’t want to give all his or her crewmembers, no matter how trustworthy, a turn to grab the controls in the cockpit.

The SlideShare Widget lets Business Executives and Content Managers efficiently set parameters on how SlideShare presentations are shared and who ultimately gets to see them — without compromising the security of their entire social media platform.

The SlideShare Uploader Widget can be embedded on your chosen webpage with an iFrame code you can cut and paste from the Widget Manager.

Being Social@Scale means reaching out to your audience where THEY want to hang out. SlideShare is now reporting 60 million monthly visitors and expect much more integration with LinkedIn over the coming months.

Let the sharing begin!

(Sprinklr clients can read additional notes on the SlideShare Widget here).

Social@Scale: Community Manager / Sprinklr Feature — No Comments
28
Jun 12

New Sprinklr Feature: Profile Tagging helps you instantly spot key influencers in social media traffic

Aren't you glad you don't have to deal with traffic like this? Actually, you do. (Photo Illustration)

Los Angeles motorists are always complaining about smog and traffic — and judging by the snapshot above, there’s no shortage of things to justifiably whine about. Things took a turn for the worse this week as major construction on the 405 Freeway is forcing several ramps to close. It’s like taking away a few arteries from a recovering triple bypass surgery patient.

Locals have nicknamed this summer’s nightmare the “Rampture.” LA motorists love puns — another traffic crisis last year was dubbed “Carmageddon.” The photo above is actually a Photoshopped image exaggerating the number of lanes (and congestion) on the Freeway, but the standstill traffic is really horrific. The commuter who made this graphic probably had time to create it in his car.

Now imagine you are a highway patrol officer trying to find a getaway car used during a bank robbery. It’s a white four-door sedan and there are gazillions of them. Wouldn’t your job be a lot easier if one of those blue-dye bombs went off inside one of the money bags? Wouldn’t finding that unique inkblot-stained car be a breeze?

Sprinklr’s Profile Tagging feature lets you attach an instantly recognizable symbol to people of interest on your brands’ Twitter feed within the Sprinklr Dashboard. You can create as many categories as you want, identifying key influencers, competitors or clients in a simple distinguishable manner.

If you’re a trendy sneaker or exercise gear brand, for example, tagging athletes will let Community Managers know who might be worth more attention. After all, today’s high school standouts are tomorrow’s college stars and pros.

Sprinklr's Profile Tagging lets you create your own icons based on information shared in fans' Twitter profiles.

Here the Athlete tag is created by clicking on the commentator’s profile photo and selecting “Profile Properties” on the drop down menu.

For now on, whenever his profile shows up in the Conversations Channel or anywhere on the Monitoring Dashboard, the athlete symbol will appear next to his name. Even if you are dealing with famous athletes, you cannot assume that their names are recognized by your colleagues in every country where your products are sold. Using the Profile Tagging shorthand allows members of the global social media team to compare notes (or customer intelligence) with each other in a glance.

Now wouldn’t it be great if Sprinklr Profile Tagging were available to identify problem drivers, i.e. accidents waiting to happen, on the highway?

Profile Tagging imagined on LA's 405 Freeway.

There’s one caveat, however. Because of API restrictions, Profile Tagging is only available right now for Twitter profiles. That’s still tens of thousands or even millions of customers — all of whom expect the personal touch.

(Sprinklr clients can download a slideshow on the Profile Tagging feature here).

Social@Scale: Community Manager / Sprinklr Feature — No Comments
27
Jun 12

New Sprinklr Feature: GeoTargeting lets you pinpoint Facebook photo sharing with laser precision

Bollywood Rivalry: Who's the Number One Movie Star in India?

Recognize any of the guys in the picture above? Odds are that most of India’s 1.2 billion people do.

Salman Khan and Aamir Khan are two of Bollywood’s most successful actors at the box office and are having a humble standoff insisting that each other is the more popular star. Salman just wowed Indian audiences with Bodyguard, a romantic action-dance flick in which he falls in love with the daughter of a wealthy nobleman and takes his shirt off a lot.

What are the odds of this Bodyguard falling in love with the princess he has sworn to protect? India's deja vu of the Kevin Costner-Whitney Houston romance?

There is no relation to the iconic 1992 Whitney Houston and Kevin Costner epic “The Bodyguard.” Nor are there any Whitney/Bollywood musical mash-ups on the soundtrack. Khan’s Bodyguard is the second highest-grossing film in the history of Bollywood, yet I’m betting that it’s not a popular Netflix selection in Manhattan’s Little Italy or the Bronx.

Similarly, I’m betting that most cab drivers in Mumbai could not care less that Yankees shortstop Derek Jeter is struggling with his “old age” this summer. They have no stake whatsoever in who wins the American League East.

The Yankees' Mr. Wonderful wouldn't turn too many heads in India, which is far more obsessed with Cricket.

So, it goes without saying that expecting Bollywood photos to resonate with your American Facebook fans is not savvy marketing. Similarly, the New York Yankees aren’t going to light up the “Likes” thumbs with your brand’s Indian followers.

Wouldn’t it be grand if your Community Manager could individually target uploaded Facebook photos to specific markets?

Oh, they already can.

Sprinklr’s GeoTargeting of Facebook Photo Uploads allows you to share individual photos with only designated geographical regions. The feature becomes available whenever you upload a single pic on your brand’s Facebook wall. Photos uploaded to Facebook albums cannot be isolated for targeting.

Sprinklr's GeoTargeting Feature (Click on pic to enlarge image)

Global brands by definition enjoy a universal appeal across cultures, but like politics, marketing is local, local, local. GeoTargeting ensures that you can tailor relevant customized content to some without alienating the rest of your customers.

(Sprinklr clients can read additional notes on GeoTargeting Single Facebook Photo Uploads here).

Social@Scale: Community Manager / Sprinklr Feature — No Comments
25
Jun 12

New Sprinklr Feature: Facebook Comments Workflow works much better than masking tape

Sometimes it's better to NOT say the first thing that comes to mind.

Ever have a school teacher who taped students’ mouths if they talked out of turn or continued to say inappropriate things in class?

Perhaps that “tough love” approach went the way of slapping a misbehaving student on the wrist with a ruler, but in the social media world, there are times when masking tape or duct tape would be helpful.

On your personal Facebook account, there is an electrifying energy that happens in a quick-fire conversation. The banter is much more fun when it is unfiltered. And although the smart social media user knows that NOTHING is ever private and tempers his or her words for public consumption, personal conversations only need one filter: You.

That’s sometimes not the case with brand conversations. Brands need to speak with one voice. If a Facebook fan is complaining about customer service or the quality of food in a specific restaurant for example, a Community Manager might need to run a response by Human Resources. If a fan is complaining about the safety of a staircase railing or restroom hygiene, the Legal Department may need to be involved.

Facebook Comments Workflow allows Community Managers to respond to Facebook fans via Sprinklr’s Quick Post window, enabling them to schedule a post, save drafts or request approval from other company team members.

Facebook Comments Workflow allows multiple team members to manage conversations. (Click pic to enlarge image).

No matter how well trained or well intentioned a Community Manager might be, Facebook Comments Workflow ensures that the company is speaking with a unified brand message whenever there is a sliver of doubt about how to respond to a customer.

Much classier than masking tape!

(Sprinklr clients can download a slideshow on the Facebook Comments Workflow here).

Social@Scale: Community Manager / Sprinklr Feature — No Comments
25
Jun 12

New Sprinklr Feature: Facebook Block/Unblock is your social media bouncer

These guys were some of the more intimidating bouncers to pop up on Google Images, based purely on their triceps. Sometimes brands are desperately in need of bouncers on their Facebook pages.

Are you familiar with the 80-20 Rule, also known as the Pareto Principle?

The math can be applied to many different aspects of life, but essentially it is that 80 percent of your results often come from only 20 percent of the causes.

So, 80 percent of your sales might come from 20 percent of your customers.
80 percent of your time listening to music might be devoted to only 20 percent of the songs on your iPod.
And 80 percent of your Spam comes from 20 percent of your Facebook visitors?

Or in the latter case, as many Community Managers at large brands know, perhaps most of your junk comments are coming from only a handful of individuals. Last August, self-proclaimed “Spam King” Sanford Wallace was indicted for sending 27 million Spam messages to 500,000 Facebook accounts.

But Community Managers don’t need to be dealing with a sophisticated guy like Wallace to have major headaches. All it takes is someone with a grudge or too much time on their hands.

Sprinklr’s Facebook Block/Unblock feature gives troublemakers the boot.

Within Sprinklr Conversation, Channels, Monitoring Dashboards and Client Queues, hovering the cursor over the user’s profile name will give you the option to let our “bouncer” immediately pounce into action.

Once a user is blocked, they cannot post, comment, like or share anything on your page. And their profile picture will be framed in red whenever they show up on your Sprinklr monitoring feeds.

Sprinklr users cannot accidentally respond to a banned Facebook fan. If you try to do so, you will receive the following error message:

There’s no justifiable reason to let a small number of disgruntled, malicious or self-serving commentators disrupt the overall tone and spirit of your Facebook page. Every second wasted on a Spammer or troublemaker is time that could have been spent engaging with loyal customers — or courteously addressing legitimate criticism.

And like any professional bouncer worth his weight, Facebook Block/Unblock comes with brains as well as brawn. Nothing is irreversible. If a banned user was either mistakenly booted or has since made amends, hovering over their name again will give you the option to unblock them.

We believe in second chances. And as in life, sometimes our best friends are former “enemies.”

(Sprinklr clients can download a slideshow on the Facebook Block/Unblock User feature here).

Social@Scale: Community Manager / Sprinklr Feature — No Comments
14
May 12

New Sprinklr Feature: “Facebook Streaming” helps brands keep the flow of fan mail under control

Ready for a flashback? Check out the pile of letters from smitten fans of Hollywood starlet Marilyn Monroe after her film “The Asphalt Jungle” came out in 1950. As photographer Slim Aarons playfully documented, it was virtually impossible for her (or any one person) to keep track of the communication flow.

Pop culture icon Marilyn Monroe was barraged with fan mail during her prime. Facebook fan pages for top brands receive an equal amount of cyber clutter

How times have changed! Is this how YOU dress when you are sorting through your morning emails?

Fan mail today – for celebrities or brands – has exploded in volume. Top brands have millions of fans connected to their Facebook pages and there is far less effort involved in leaving a comment that it is to mail a letter.

In essence, social media teams are in the daunting position of juggling hundreds of different conversations each day.

Sprinklr’s new “Facebook Streaming” feature gives Community Managers the ability to effortlessly sort through their correspondence, automatically archiving messages the moment the company sends a response.

If the dialogue is ongoing, a message will automatically pop back into the regular Facebook stream whenever the fan replies.

When a Community Manager logs into Sprinklr, every message in their Facebook stream is a fresh one requiring action. No more confusion about which comments need a response and which ones don’t.

And more importantly, other Community Managers will not accidentally respond to a message already handled by a colleague and instead devote their resources to the team’s “To Do” list that never ends.

Sprinklr’s Facebook Streaming is like having your own personal filing assistant to keep your message flow uncluttered.

Be happy that you’re not signing autographs!

(Sprinklr clients can watch a slideshow on the Facebook Streaming feature here).

Sprinklr Feature — No Comments
10
May 12

New Sprinklr Feature: “Facebook Hide/Unhide” buys your Crisis Management team precious time during a potential brand crisis

In the Internet Era, slander and libel live forever – regardless of whether the liar/hoaxster is prosecuted or not.

Photo Caption: Wendy’s restaurant chain was victimized a few years back when a customer planted a severed fingertip in a serving of chili. The hoaxster was ultimately jailed, but still caused significant damage to Wendy’s reputation.

In 2010, schemer Anna Ayala was banned for life from Wendy’s restaurants after serving four years in prison for trying to extort a fortune from the company with an elaborate food contamination hoax.

Ayala had cooked a severed finger in chili at home and planted it in a cup of Wendy’s chili in San Jose, California – inferring that the body part had come from a kitchen accident. According to Snopes.com, the site that investigates Internet hoaxes, the fingertip actually had belonged to her husband’s co-worker, who had lost it in a workplace accident at an asphalt company.

Wendy’s obviously did nothing wrong – on the contrary, they put up $100,000 in reward to catch the perpetrator – but still must deal with the occasional fallout.

Regardless of the severity of the allegation, negative rumors can spin out of control in seconds these days.

Sprinklr’s new “Hide/Unhide” feature gives Community Managers the power to immediately hide inappropriate or undesired messages on your brand’s Facebook page without entirely deleting the message.

While your team determines WHO should respond from your company and HOW to respond, the message is replaced with a note stating: “This post has been hidden from Timeline.”

Once you have determined what your response should be and determine the level of concern — Is this a brush fire that can be immediately squashed or is this a potential inferno? — you may then select the “Unhide” option and restore the original message.

Why is this a big deal? Why not just delete every message that carries the remote whiff of negativity?

Because a strong brand should boldly address legitimate complaints or constructive criticism and not create the atmosphere of censorship. Unhappy customers should feel like their concerns are taken seriously. There is a qualitative difference between the following two Facebook comments:

“I hate your guts, Company X – You suck bigtime!”

“Your products are WAY overpriced and the quality of your widgets has really sunk to new lows.”

The first message should probably be deleted, but the second “fan” might be engaged in a civil dialogue that shows the Facebook community that you care about their opinions and are continually seeking to improve your product or service.

But back to the chili example… You only have a few precious moments to address social messages that may require damage control. Facebook Hide/Unhide freezes time for you – so that your company has the best shot of leaving a good taste in everyone’s mouth.

(Sprinklr clients can watch a slideshow on the Facebook Hide/Unhide feature here).

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