Help Scout + Facebook Scoreboard Process
This process should be completed on the first Monday of each month, using the data from the previous month. By completing this process, it helps us as a brokerage get more insights into engagement and activity on our support application and internal Facebook group.
Help Scout:
- Open the spreadsheet
- Open Help Scout in another tab
- In Help Scout, click on Reports
- Select All Channels
- Go to the top right and click on the Dates
- Click on Date Range, then select Custom Date
- Select the entire month you are auditing
- Below where it says Compare To, select Do Not Compare
- Press Update.
- Look at the left side of your screen to see the total conversations and customers for that month
- Take that data and update the corresponding month in your spreadsheet with the number of conversations and customers.
https://www.loom.com/share/a12a38ae3e6c4b548d69a14018773961?sid=170e73a0-cea0-4747-a471-a977ad1255d0
Facebook:
1. Open the
spreadsheet in one tab
2. Open Facebook in another tab
3. Look on the left side of your Facebook dashboard
4. Go to Groups or Your Shortcuts
5. Click on Bramlett Residential Agents and Staff
6. Click on Manage.
7. Scroll down to where you see Insights
8. Go to Engagement
9. In the middle, click on Last 28 Days
10. Click on Custom
11. Select the whole month date range of the month you're auditing
12. Look down at active members
13. Take the average active members for the month and enter that information into your spreadsheet
14. Look at posts for the month and enter that information into your spreadsheet
15. Look at comments for the month and enter that information into your spreadsheet
16. Look at reactions for the month and enter that information into your spreadsheet
17. Once you have entered the average active members, posts, comments, and reactions for the month into your spreadsheet, you have completed the process
https://www.loom.com/share/2403fc6ae6ae4f5c8f2097c5292e1eff?sid=3d873a5c-e278-4286-b034-612a2d753661