This document provides guidance on using content labels for customer care in 7 steps: 1. Create labels to categorize customer issues, status, and sentiment. 2. Map out workflows to route customer messages to the appropriate teams. 3. Create highlight teams and macros to efficiently apply labels and route messages. 4. Populate a content library to store approved responses. 5. Generate reports on key metrics like response times using label data. 6. Consider additional tips for tracking volume and managing multi-user workflows. 7. Properly using content labels as outlined allows for efficient customer support.

1. Using Content Labels for Customer Care

2. Common Questions
• How quickly are we triaging customer questions?
• How long does it take from when a customer asks a question until we respond back
with an answer?
• How long is it taking our agents to answer questions?
• How many urgent messages have we received?
• What is the sentiment we’re receiving from customers?
• How many messages are coming through on a daily basis?

3. Step 1: Create Labels That Cover Your
Care Needs

4. Label Structure
Status
S-Open
S-Closed
S-Triaged
Issue
I-Size
I-Laces
I-Return
I-Leather
I-Payment
Tone
T-Neutral
T-Negative
T-Positive
S - I - T
T-Urgent

5. Step 2: Map Out Your Workflow

6. Our Workflow
S-Triaged S-Open S-Closed
Issue
Tone

7. Community Manager Triage Workflow
Community Manager Runs Triage Macro
(Highlight to Customer Care Team + Apply “S-
Triaged” Label)
Customer posts issue on social channel & it’s
ingested into the Social Inbox
Community Manager searches Inbox for items
that warrant a response

8. Care Agent Response Workflow
Applies
Accept
&
Open
Macro
Applies
Issue
&
Tone
labels
Applies
Closed
Label
Responds

9. Step 3: Create your Highlight Teams and
Macros

10. What Does Highlight Mean?
Description: Highlighting gives a user the ability to flag a post in the
Social Inbox for the attention of an individual or team.
Purpose: Allows Teams (Customer Care Team, Crisis Management
Team) or individuals to collaborate on customer responses and
action items
Strategic Use: Posts/issues are escalated to proper parties. Used in
conjunction with Content Labels and Macros, highlighting leads to
efficient team workflow, thus allowing for a crisper support
experience for the customer.

11. How Do I Create A Highlight Team?
• Highlight teams are created at the company level so you can
highlight items across Initiatives
• To manage highlight teams go to:
• My Company > Highlight Teams tab
*Only Company Admins can create Highlight Teams

12. What Is A Macro?
Description: A shortcut created to reduce the steps, clicks and time
associated with performing multiple actions simultaneously in Spredfast.
Purpose: Increase efficiency! Reduce the risk of omitting a step of the social
business process.
Strategic Use: SM Team and WFM can apply macros to classify posts in
order to achieve goals of:
• Accurate benchmark reporting
• Service level agreement (SLA) times for customer response
• Efficient and productive workflow management

13. How Do I Create A Macro?
• Macros are created at the company level so you can highlight
items across Initiatives
• To manage Macros go to:
• My Company > Macros tab

14. Macros Best Practices
" Macros
serve
as
a
one-­‐click
method
of
tracking
measureable
ac@ons.
Example:
The
Community
Manager
adds
S-­‐Triage
label
and
highlights
to
Customer
Care
Team
for
every
post
that
needs
a
response.
Example:
Agent
always
applies
S-­‐Closed
label
and
archives
the
item
aDer
they
have
finished
responding
to
the
message.
Example:
Agent
always
accepts
the
item
&
applies
the
S-­‐Open
label
for
every
message
they
respond
to.

15. Step 4: Beef Up Your Content Library

16. What Is The Content Library?
Description: Shared company folders to hold various text and photo
assets without taking up space on your hard drive.
Purpose: Helps to ensure content that is being pushed to channels is
approved. Allows this content to be easily inserted into the Calendar.
Strategic Use: Preserve compliance standards by uploading assets to
the Content Library. Increase user efficiency by allowing content to
quickly be used for social media marketing.

17. How Do I Manage The Content Library?
• The Content Library is at the company level so assets can be
shared across Initiatives
• To manage the Content Library go to:
• Tools > Content Library

18. Step 5: Create Content Label Reports

19. What Are Content Label Reports?
• Content Label Reports measure care metrics like SLAs, sentiment,
and inquiries
• To manage Content Label reports go to:
• Analytics > Initiative Explorer > Content Labels

20. What Kind Of Label Reports Are Available?
• Item to Creation to Specified Label – Maximum time and average time from when an item was
first published on the social media channel and the application on the chosen content label within
Spredfast. Available for “Inbound” content labels only
• Interval Between labels – the length of time between two selected labels (open to accepted, or
accepted to resolved, etc.). Available for “Inbound” content labels only
• User by Label – For each label, the number of times each user has assigned on a given day.
Available for “Inbound” content labels only
• Labels by team/users – For each selected user/team, the number and type of each label assigned.
Available for “Inbound” content labels only
• Count by Content Label – For each Selected content label, how many items were assigned that
label, per day. Available for “inbound” content labels only

21. Item Creation Reports
Item Creation to Triage Duration: Amount of time from when the user first published the
message on the social channel to when the community manager triaged it in Spredfast.
Item Creation to Open Duration: Amount of time from when the user first published the
message on the social channel to when an agent started to work the issue.
Item Creation to Closed Duration: Amount of time from when the user first published the
message on the social channel to when the user received a final response on the social
channel.

22. Triage Reports
S-Triage to S-Open Duration: Amount of time from when the item was triaged to when an
agent started to work the item.
S-Triage to S-Closed Duration: Amount of time from the item was triaged to when the user
received a response from an agent on the social channel.

23. Open Reports
Open to Closed Duration: Amount of time from when an agent began to work the item to
when the user received a response from your company on the social channel.

24. Step 6: Use These Tips

25. Tips
• Looking for your total inbound volume?
• Build a Collection in the Social Inbox and export to CSV.
• Export only shows 5,000 most recent items so if you receive a large number
of inbound items a day you may need to export daily, weekly, monthly, etc.
• You can sort by labels to see how many items are open or closed in
• Looking for total inbound volume by channel?
• Build a collection for each channel and export each collection to CSV
• Have multiple users working shifts?
• Use the Shared Bookmark to easily see where the last person to work left off

26. Step 7: Smile