Utilizing the Denim Social Content Library feature and Experience.com integration,
sales teams can easily access and more strategically share 5-star reviews made on their Experience.com site to their social channels.
Roles & Permissions
If the integration is turned on for your organization, you’ll see a new permission in your Roles module. If you are an Experience.com user and it is not turned on for your organization, please reach out to your customer success manager and they will enable the integration on your account.
Once the integration has been enabled on the account, there is a permission that will need to be enabled to begin the incoming flow of reviews from Experience.com. By enabling "Reviews: Manage", if a user in Denim Social matches a user in Experience.com, they will be able to see their reviews under the Publishing menu, in the new Reviews area.
Note: Anyone with “Users: Manage” permission enabled will be able to see reviews for all users. This is typically given to an admin only. This allows the platform administrator at your organization the ability to see all reviews for all users and provides the option to publish those reviews on behalf of the user to the user's social media accounts connected to the Denim Social platform.
Viewing and Posting Experience.com Reviews in Denim Social as an Admin
Once the permissions are properly setup, navigate to Publishing > Reviews. Here you’ll see all users’ 5 star reviews that Denim Social has pulled over from Experience.com
You will see the number of reviews each user has, the number of new reviews will be highlighted in pink. You may notice that some users have an 'Add User' button under their name. This means that this user has an account in Experience.com and has received reviews, but that user does not have an account created in Denim Social.
To create a Denim Social account, simply select ‘Add User’ and you will be taken to the new user page where we have prefilled the name and email address of the new user for you. Once the user is created, and logs in and connects their social accounts in Denim Social, you can begin publishing reviews to those social accounts.
If you click on the 3 dots in the upper right corner of the user, you can do 1 of 3 things:
Settings: turn on automatic posting
Share: share those reviews with others that are loaded in your institution. This comes in handy if you have a branch manager or assistant that manages social media for the associate/user.
Delete: this would delete the user from Denim Social
If you click into the user's reviews page, you’ll see all of the 5 star reviews that Denim Social pulled over from Experience.com for that specific user. If you click the 3 dots on an individual review, you’ll have the option to bring the post into the Compose page. From the Compose page you can schedule a post or create a content library post to be used by other users. In either scenario, the content of the post will follow your defined approval workflow.
You can also enable automatic posting from this module. When you toggle this on, a pop-up will appear and give you the option to choose the networks to post to automatically as well as the frequency of the automatic posts. This will ensure that your reviews are not flooding your networks social media feeds.
Even when automatic posting is turned on, all posts will still follow your organizations default approval workflow before being published.
A few things to note:
Remember to maintain consistency in your social media content calendar by balancing reviews alongside all other social media posts.
If a user is signed up for automatic posting and has already posted all of their reviews, the system will not post again until a new review comes in.
Denim Social doesn't know if the user has enabled any sharing within Experience.com so ensure that the settings are complementary to what you have set up in Denim Social.
We encourage that you manage all posting of reviews on social media through Denim Social. To avoid publishing duplicate reviews, be sure you have automatic posting disabled in Experience.com.
Reach out to your customer success manager if you have any questions about online review and reputation management and how it can help boost your social presence and create new sales opportunities.