This guide will show you how to leverage Orlo's Inbox Report for social media message analysis. Learn to track message volume, understand sentiment analysis, and identify your top engagers for deeper social media insights.
Benefits of Utilising the Inbox Report 🙌
- Improved Customer Service Efficiency - Gain a clear understanding of your team's responsiveness and efficiency in handling customer inquiries, and ensure that customer service standards (SLAs) are being met leading to increased trust among members of the public for social media messages.
- Understand Message Patterns - Easily see peak engagement times for social media messages and understand the demand in a unified view across all your social media channels.
- Gain insights into public perception - Understand what members of the public are saying on your social media channels and easily detect trends in sentiment and themes of conversations to help manage reputation
How to run an Inbox Report:
1) Navigate to the 'Analytics' dropdown ➡️ Select 'Inbox Report'
2) In the Marketing Report, you can customise the time frame of your report to analyse different reporting periods. Other customisability includes:
- Including a comparison report
- Filtering your report by specific social media channels
- Filtering your report by public or private messages
- Including/ excluding any network import delays which may alter your average response times
- Filtering your report by inbox tags
3) Once you have set your report options, click 'Build Analytics' to generate your report. You can download your report via the following options:
- PDF download
- Excel file download
- Automated report ( The report can be generated to be received weekly or monthly to selected email addresses.)
See how to automate your report below:
Stats to start looking at within the inbox report 💡
- Sentiment - Understand how the public feels about your services, policies, and initiatives and use this to shape your communications and respond to feedback helping to improve trust levels
- Number of replies - Are you actively engaging with your community on your social media content? Allow members of the public to be listened to and have open and honest communication to keep people informed
- Top Tags - Utilise the top tags area of the inbox report to see your top themes in your social media and live chat messages to help inform content decisions moving forward