Social Media Listening also known as Social Media Monitoring, is the process of identifying and assessing what is being said about a company, individual, product or brand on the Internet.

1. © 2016, Right IT Services. rights reserved All
Salesforce Social Studio
Monday, 08th February 2016
The leading tool for Social Media Listening

2. 2
What is Social Media Listening?
Rits BrownBag – Salesforce Social Studio
Social Media Listening
also known as Social Media Monitoring, is the process of identifying and assessing what is being said about a company,
individual, product or brand on the Internet
Top 5 reasons to monitor Social Media:
1. Improve the overall Customer experience
2. Discover unmet needs
3. Gain competitive insights
4. Manage complaints
5. Manage reputation
6. Monitor Customer sentiment
7. Better Customer segmentation
8. Identify key communities and influencers
9. Measure campaign Impacts and ROI
10. Increase Internal Knowledge

3. 3
About the Salesforce Marketing Cloud
Rits BrownBag – Salesforce Social Studio
Salesforce Marketing Cloud
is the leading 1:1 digital marketing platform, connecting companies with customers in entirely new ways

4. 4
About the Social Studio (1/2)
Rits BrownBag – Salesforce Social Studio
Social Studio
by radian6 and buddy media
helps you build more meaningful relationships with customers by tapping into the power of
social media in your marketing, customer service, and sales organizations
According to Salesforce, “Social Studio is the easy-to-use, single
interface from which to operate your marketing strategy across
any and all social media channels. Schedule posts and manage
your community, all while automatically forwarding important
communications to the proper department within your
company. “

5. 5
About the Social Studio (2/2)
Rits BrownBag – Salesforce Social Studio
1
• Harness social conversations from over 650 different sources
• Discover what is being said about your brand, products and competitors
• Gain valuable insights
• Identify the most influential people, topics and channels
Listen and Analyze
2
• Use real-time information to make decisions and stay ahead
• Customize your content to be more compelling to each segment
• Plan, execute and track social media marketing campaigns
• Share valuable insights across all your teams
Plan and Publish
3
• Monitor consumer sentiment towards your company
• Engageyour customers on a 1-to-1 basis
• Provide responsive support to captivate customers
• Identify and explore potential opportunities
Engage and Connect
The Social Studio allows any company to listen to
what their Customers are saying on the Internet and
engage with them in order to increase satisfaction
and loyalty.
The best approach to increase impact of Social
Media Listening is as a form of online customer
service.
For example, a Tweet regarding a product’s features
can be automatically directed to the company’s tech
support team and a specialist can initiate a
conversation with the Customer to clarify all doubts.
How?

6. 6
A sneak peak into the Social Studio
Rits BrownBag – Salesforce Social Studio
Listen
Analyze
Engage
Monitor
Measure

7. 7
A sneak peak into the Social Studio (1/2)
Rits BrownBag – Salesforce Social Studio
Plan
Publish
Manage
Organize
Collaborate

8. 8
Getting started with the Social Studio
Rits BrownBag – Salesforce Social Studio
Prerequisites
• Login and password information for at least 1 social account
• Access to the related email for activation
• An active Salesforce Marketing Cloud account (if using Social Studio within Salesforce Marketing Cloud)
• One of the following browsers: Chrome (preferred), Firefox, Safari or Internet Explorer (9/10)
Roadmap
For Admin Users
Set User Roles Permissions
Admin Only, Super User
Full User and Basic User
Add Workspace Members
and determine whether they
are Admins, Contributors or
Limited Members
Create Topic Profiles
Macros, Approval Rules and
Publish Labels
Set up a User
and attribute a Role
Permission
Set up a Workspace
Where members can plan,
schedule and create content
Register Social Accounts
For Workspace use
Add Social Accounts
to the Workspace
Set Up Tabs and Columns
define the social accounts to
monitor for engagement

9. 9
Social Studio Pricing & Editions
Rits BrownBag – Salesforce Social Studio
An Investment
that pays off!
The Social Studio prices start at $1,000 per moth (billed annually)*
There are 4 Editions available: Basic, Professional, Corporate and Enterprise
2 social accounts
20K monthly mentions
+ Add publishing for na
additional $500 per month
Social Media Marketing
Social Studio
Basic
$1,000 /month (b.a.)
* Values and descriptions obtained from the Salesforce.com webpage onOctober 9th, 2015
All Basic features
PLUS:
10 social accounts
250K monthly mentions
+ Access to leading content
app partners, custom apps,
etc.
Professional
$4,000 /month (b.a.)
All Professional features
PLUS:
20 social accounts
1.5M monthly mentions
+ Integrationwith Service
Cloud and full social
automation capabilities
Corporate
$12,000 /month (b.a.)
Maximize results at scale
across teams, brands and
geographies
Professional
$ N/A

10. WHEN YOU HAVE TO DO IT, DO IT RIGHT
© 2016, Right IT Services. All rights reserved Rua Odette Saint Maurice Lote 3B | Edifício L | Escritório A | Piso -1 | 1700-097 Lisboa| Portugal |+351 218 232 261 | +351 215 975 418
Aissatu Sila | Business Analyst
Salesforce Social Studio
Monday, 08th February 2016
The leading tool for Social Media Listening
@rightit_PTHave questions? We are listening!