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What’s New in LSW: Spotlight on Live Community Page Views and Automated Sentiment Tracking

What’s New in LSW: Spotlight on Live Community Page Views and Automated Sentiment Tracking

 

Two great new features that are generating a lot of buzz among our Lithium Social Web (LSW) customers are the live community page views by geo widget and our automated sentiment conversion reporting, both of which provide greater depth and flexibility. These work with our Shared Dashboards and Monitor Wall products, which help you provide visibility across your organization into the impact of social and what your customers are saying about you on social networks.

 

We provided full release details earlier this summer, but here are some highlights:

 

Live community page views by geo widget
Geo WidgetIf you have at least one Lithium Community connected to LSW and have the Shared Dashboard or Monitor Wall product, you can add the Real-time Community Page Views widget. This widget enables you to see where page views are occurring around the world.

 

This can help you troubleshoot when an outage or problem occurs with products/services in a particular region. Customers typically go to the Community to look for information about the problem before tweeting/posting on Facebook or calling the call center. So, with this widget, you’ll be able to see where your community page views are coming from in real-time, helping you pinpoint the location of the problem more quickly.

 

To learn more, click here for details.

 

 Sentiment Conversion tracking
Sentiment Conversion
Being able to show how you are converting negative or neutral sentiment to positive, or if positive sentiment is tracking to negative can be crucial in understanding how conversations with customers are going and what impact social is having on customer satisfaction. LSW threads the back and forth communication with your customers into a single conversation, so we can track your customer’s sentiment journey in that conversation. Reporting on this sentiment data to your organization enables you to highlight how your team is doing at converting customers from an unhappy state to a happy one.

 

We’ve also added sentiment conversion to raw reports, so you can track whether a particular response in a conversation changed the sentiment of the author. With the recent introduction of automated sentiment, customers can let the system track sentiment or Agents can add the appropriate sentiment tag (positive, negative, or neutral) to the post. These sentiment tags are included in the Raw Post and Raw Conversation Export reports, which managers can export to CSV. Another useful feature is the sentiment widgets for shared dashboards and monitor walls. You can choose to show incoming posts broken down by sentiment by area, column and line charts.


To learn more about the details of these features, click here.

Tags (2)
8 Comments
Web Design
Web Development

We've been using these since they became available on our monitor walls here. Has stirred up some interest.

 

Would love to see some location data (where available) from twitter posts that come in overlayed at some point as well.

 

Another idea we're looking into is trending locations in the same way we trend tags to understand where demand is coming from.

 

Some useful updates in this release for LSW.

Community Management
Gamification

I have to say "Live community page views by geo widget" is one of the the most anticipated widgets to be added to LSW and was one of the first things i asked for when on the monitor wall beta. Ive been using the beta in LSI for an age and love it thanks to @NaokiT for that.

 

Great to see it added to LSW  kudos to @LeslieJ.

 

Quick Q.. For non global brands can the view be locked to an area of the world or does it auto zoom out when re-fresh like in the LSI beta?

Customer Service

@Fellsteruk glad you like it! The map can be locked to a specific area of the world. So in your case, you can lock it to just the UK and it will go to the UK every time you go to view it. Smiley Happy

 

 

@RobertT thanks for the feedback! Since only ~2-3% of Twitter posts include location, we have not added it yet, but we keep pushing Twitter on this. Hopefully we'll be able to improve this at some point. How have the trending author location tags been working for you so far?

Web Design
Web Development

@LeslieJ

 

Good so far, we've only managed a small scale test as there's a lot of manual work involved in creating author labels for areas, we're reviewing what we can get from it. Interestingly though we're seeing around 10% of twitter posts that come in with location info in the profile so it looks promising from our side.

Community Management
Gamification

Twitter location tagging is a pain in the **bleep**...... Would be so much more powerful if they mandated the geo data on every tweet. #wecanonlyhope 

 

Web Design
Web Development

@Fellsteruk We work with what we have, it definitely is a pain but more so from the amount of manual work there is to create author tags for all locations you want to monitor. Ideally location tags would be created based on what the platform receives from the location field of the author bio.

 

Not sure mandating geo data on every tweet though would be a good thing. Privacy is something we need to respect and tread very carefully with. Encourage users to provide location if they're comfortable with doing so and see the reason behind the request is a better approach.

 

Some users may tweet us and include the dialling code or first part of their postcode to give us their location rather than setting it in their profile. Combining this data is also useful, but again involves a massive amount of manual work.

Community Management
Gamification

Privacy out the window... thats my take... lol

 

Actually at linc this year we spoke with some of the product guys from twitter and the concept of being able to save "private/personal info" in your profile and easily "one click" share with other twitter accounts was discussed obviously this was just a discussion and no doubt may never happen but it would get around number of issues and if it was to be integrated with LSW then it would be very easy to get this data from users without the dreaded DM ping pong Smiley Happy 

Web Design
Web Development

Ideally the pain and hassle wouldn't be there, but maybe it's as simple as allowing the user to selectively as you said share the details with specific accounts, as and when they want with as little hassle as possible.

 

The customer needs to feel in control of their data and comfortable before we can make any real great strides in this area. However it is that missing piece of the puzzle that would make a huge difference to the way we work and have huge benefits for support based workflows.

 

It is already possible, we just don't encourage the behaviour in the right way, most people overlook that little location icon when composing a tweet using their mobile. Perhaps the conversation needs to promote that and how it benefits the user when they share their location for that tweet?

 

We'd need to look at how LSW would handle that location information if it is set for the tweet instead of the author profile, and how we can use that to augment the workflow for agents as well.

 

It's definitely a can of worms, something we need to tread carefully around. Data Protection & Privacy are big concerns.

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