Share to social networks

With the Share to social networks feature, you can encourage respondents to share their service experiences on X (formerly known as Twitter) and Facebook. While you can choose to offer sharing on either platform, we encourage you to offer sharing on both, since this gives you the highest opportunity for customer engagement.

Work with your marketing team to suggest language for your respondents to share over social channels. Respondents can customize this language before they post, but having a compelling suggested language helps to increase share rates and enables you to control messaging more closely. Suggested language typically falls into two areas:

• Building the brand — Messaging that highlights the service the respondent received, including the name of the team member that helped the respondent, can reinforce your brand image.

  This type of messaging helps to reinforce your focus on service excellence and ensures potential customers are familiar with your brand.

  

• Driving sales — Messaging that includes a discount code or a link to special offers can help to increase sales.

  This is a great way to turn your respondents into your newest sales team! Your marketing or affiliate team will likely have these links already built out, so it should be quick and easy to get going. If driving sales is your primary objective, there are other options within Agent Connect you might also want to explore, as well.

  

Follow the steps below to configure social sharing:

1. On the Marketing page, select the Share to social networks radio button.

2. Toggle the Twitter switch on and configure the sharing options:

   • Enter your handle and default text for sharing.

     Respondents can edit this text before sending the tweet.

3. Toggle the Facebook switch on and configure the sharing options:

   • Share link — Enter the URL you want embedded in respondents' shared Facebook posts.

   • Hashtag — Enter a hashtag you want included in Facebook posts.

   • Quote — Enter the text you want added to respondents' shared Facebook posts.

     Respondents can edit this text before posting.

4. Click Save when finished.

   The Thank You page of your survey now includes links to share on social networks.

The following image shows an example of social sharing on Facebook:

Follow in social networks

If you are focused on increasing your social followers, select the Follow in social networks radio button. While you can choose to enable following for either X (formerly known as Twitter) or Facebook, we encourage you to use both, since this gives you the highest opportunity to increase your followers.

Consider the following best practices when using the Follow in social networks feature:

• Consider your marketing objectives when developing your social strategy. For example, you might be trying to acquire new customers, build your brand, or improve customer loyalty.

• Test different messages regularly to maximize your share rates.

• Track results using social-campaign tracking links or codes.

• Consider incorporating hashtags that are associated with specific campaigns, promotions, or taglines your company is currently highlighting. Rotate these hashtags as needed to keep your message fresh.

• Encourage your social-media team to like and respond to as many posts as possible to amplify the impact.

Complete the following steps to configure social following:

1. On the Marketing page, select the Follow in social networks radio button.

2. Toggle the Twitter and Facebook switches on.

3. In the Handle field, enter your company's X (Twitter) handle.

4. In the Facebook Page URL field, enter the URL of your company's Facebook page.

5. Click Save when finished.

   The Thank You page of your survey now includes links for respondents to follow your company on social networks.

Custom referrals

Optionally, work with the Agent Connect Support team to use custom referral codes when sharing on social networks. For example, you might want to provide different referral codes to different types of customers.

Follow the steps below to use custom referral codes:

1. Update the customer data you send to Agent Connect to include a specific custom_id referral code for each customer.

   For example:

   {
     "customer": {
          "name": "Jane",
          "email": "janecustomer@example.com",
          "custom_id": "JANE83"
     },
     "channel": "phone",
     ...
   }

2. Ask the Agent Connect team to enable the feature.

   When the feature is enabled, the Marketing page includes a new Referral Codes tab.

3. On the Referral Codes tab, configure social sharing as described above, and include the %extCustomerId% variable in the text you would like to share.

   This variable inserts the custom_id referral code appropriate for the customer.