Do customers have to claim profile by-location?
Currently, yes. Reply Pro’s data gathering and SASSIE’s Social Media Reporting are location-based.
What if a location doesn’t have any social media reviews over a few months?
Any location that’s being monitored would get charged, but it’s possible to turn off locations from month to month.
Can we order and sort by star ratings and/or platform?
You can filter by star rating.
Currently we show scores per platform but don’t have filtering per platform.
Is the competitors social monitoring in a specific area already available?
Since social media data is public, it’s always available, However, if your client wants to monitor their competitors social media data and include it in their reporting, they’ll need to provide addresses for their competitor’s locations and pay for the data gathering (same $2/month for monthly reports and $6/month for daily reports (per location)
Are there competitive indexes for specific industries? e.g. Fast casual, banking, etc.
Not currently, but we are VERY interested in the idea of building a “SASSIE Social Media Index” that aggregates data across our entire platform (and even possibly adding some additional companies’ data on our own in order to make the Index more relevant in certain industries.
I know a company whose policy is NOT to respond to negative reviews as it can descend into an argument- can the parameters of Best Practice be amended to match their policy?
Not currently, but we are considering this for a future revision, especially if many clients are asking for it.
That said, it is VERY easy to simply delete the widget from the Best Practices section.
Is it possible to insert local social media in the search (not included in your list) ?
Reply Pro is very open to adding additional social media platforms to their offerings (and depending on the platform, we can collect data going back to a year or more).
As far as inserting your own shops manually, that would not be advisable since those shops would likely not be reflected in the aggregate scoring. There are certain processes that get executed during the social media data import that affect scoring.
We’re also looking into tailoring essential sources by business etc.
Company Level Reporting questions
Will you be giving us the ability to set these up ourselves soon?
Currently we are handling the setup ourselves (but judging by how popular this service already is, it may make sense to give you the controls soon!)
There is currently no way to respond to feedback for a given district, region (unless that district or region is set with its own profile)
AI Sentiment Analysis
Currently, no. But that’s a very interesting suggestion, especially since Reply Pro has some automated response technology that we coupld incorporate. Dragon’s Word Cloud is also a possibility.
Is there a way to review and delete irrelevant content before the client sees it (ie if it picks up a review for a similar named company that does not belong to the client)? Or is this not an issue with Reply Pro?
It IS possible to manually delete irrelevant data so that it does not reach the client.
You stated at the beginning that you’re working on “daily”. Is daily reporting currently available and if not, when do you project it going live?
Daily reporting is available now but it is currently an exact pull of the monthly report so we are working on fine tuning the daily report so it’s more suited to daily viewing.
The cost per day/cost per month is for unlimited number of reviews coming in?
Yes, one flat fee for unlimited reviews
How many social sources are available with the use of this product?
Currently, over 50.
Facebook pages dedicated to a specific location is included.
Facebook pages dedicated to the entire company as a whole is not included as of now (but may be relatively soon, judging by the demand for company-level data)
Your $2/$6 pricing vs. the $79 by Reply Pro is quite the bargain. Is there anything they offer at that $79 that is not included with what they provide you and you to us? Want to know so we can talk intelligently with clients who’ve already researched various offerings
We don’t currently offer some of the automated reply and reply suggestion pieces that Reply Pro has but we are looking to integrate these in the future
Is cross-survey reporting capable in Chameleon shop views so we can stick their social media score on top of a mystery shop report?
Dragon has the ability to have a report/view show data from multiple surveys.
There is a widget for Chameleon called Lvl Avg Other Survey that will give you Overall Score based on level from a different survey. This is slated for Dragon Shop Views in Q1 19’.
Once a customer claims a profile at a location, does that mean in the future a “new” unauthorized profile cannot popup? i.e., it’s “solved” for that customer?
It depends on the platform, but most popular platforms are extremely vigilant about duplicate/unauthorized profile.
With it officially coming to Dragon in September, are their plans to add these metrics to the Drill Down Ranking and Top/Bottom widgets. Will it get worked into the new EKG feature as well?
Since SMM data is like normal shop data, it will show up in Drill Down Ranking and Top/Bottom widgets but does not currently have EKG capabilities built in (not all Dragon data is EKG-able).
Additionally, we are looking into adding ‘social media mode’ to a number of Dragon widgets.
How do we ‘link’ a store to a location online – in case the official location name is different to that shown on Yelp etc – is it by postcode, address etc?
It is by address.
Is social media best practice a section included on every shop report? In a daily reporting context that seems repetitive.
Yes, best practices doesn’t seem to lend itself to daily reporting. We still have some fine-tuning for daily reporting left to do.
Would it also pull news source information, not necessarily social, so that if something breaks about a client, they will know? OR is that too big?
Probably too big – we have used Google Alerts (a free service) for this kind of data gathering in the past.
Have you tried this outside the US?
Yes, we already have clients using this service outside of the US. (Europe, South America, and as far away as Australia.)
How well does this work with institutional settings like shopping centers, hospitals, airports, colleges? Would those just be the “locations”? For example, if you want to gain SM info about a shopping center itself.
Yes, exactly – those would be “locations”
Could a weekly offering vs. daily/monthly be possible at a middle price point?
Excellent suggestion – we’ll consider it ASAP.
Social Media Monitoring Flyer (PDF)
1 of 3: Social Media “Shop View” example (PDF)
2 of 3: Social Ratings example (PDF)