FAQ (Frequently Asked Questions)

Transcription

1 FAQ (Frequently Asked Questions)

2 Access and Account Settings How do I log in to my Analytics PRO account? For first time users, click on this link to be directed to your Analytics PRO package. For subsequent visits, please connect via your Facebook account. How do I change the time zone for a specific page that I am monitoring? Please, delete the specific page from your account, add it again and select the desired time zone. Can I provide colleagues access to my Analytics PRO account? If you want a colleague to have access to your Analytics PRO account, please contact us at support@socialbakers.com. Is it possible to change the color of my page? Yes. If you would like the color of your page to be changed, please contact us at support@socialbakers.com and we will provide you with further instructions. In order to change the color of your page, please, click on the color icon displayed above your page s title and choose the color you prefer the most.

3 Subscription and Billing (Credit Card Accounts) How do I cancel my free trial? Please follow this link and click on Cancel to avoid your credit card from being charged. How can I cancel my Analytics PRO subscription? Please go to the Account section and click on Active packs. From there it is very easy to cancel your Analytics PRO subscription. I cancelled my Analytics PRO subscription, but the account is still active. Why? After cancellation your account is active to the last day of your current billing period. The start of your billing period is the day that you subscribed. For example, if you subscribed on the 9th, your account stays active to the 9th. Can I change the owner of my Analytics PRO account? Unfortunately, changing the owner is not possible if you have subscribed for Analytics PRO via credit card. Please cancel your current account and create new one using the new owner. How can I change my billing information? Click on the Account section to update your billing information. I accidentally subscribed multiple times and was charged for more than one subscription. What should I do? Please contact us at support@socialbakers.com and provide the URL of the Facebook profile used to subscribe to Analytics PRO. Please specify which accounts you want to cancel. Our support team will cancel them and reimburse you immediately.

4 Subscriptions and Billing (Paypal Accounts) How do I cancel my free trial? Since PayPal is a third party in our billing process, your subscription must be canceled in your PayPal account. If you cancel your account within the free trial period then your PayPal account will not be charged. How can I cancel my Analytics PRO subscription? Since PayPal is a third party operating in our billing process, your subscription must be canceled in your PayPal account. Can I change the owner of my Analytics PRO account? Yes. You can switch the owner of your Analytics PRO package by contacting us at support@socialbakers.com. Please provide the Facebook profile URL of the new account owner. How can I change my billing information? Please cancel your subscription and re-subscribe with your updated billing information. I accidentally subscribed multiple times and was charged for more than one subscription. What should I do? Please contact us at support@socialbakers.com and provide the URL of the Facebook profile used to subscribe to Analytics PRO. Our support team will see that you are reimbursed immediately.

5 Adding and Deleting Pages How do I add new pages to monitor? Click on Monitor new page and provide the necessary information. While adding new page I am receiving following message: Page has more fans than your subscription allows. Our team will contact you. Why? It is not an error message. It does not affect the functionality. Our team will get in touch with you. Why can I not access all key performance indicators of recently added pages? Analytics PRO is only able to display all key performance indicators from the day that the page was added into our database. Some page metrics will be available from before it was added to our database while others will not. Why am I receiving an error message when trying to add a new page? There are three types of error messages for adding a new page: Non-existing URL: Check for typos and make sure the page exists. Profile: You are attempting to add a personal profile instead of a fan page. Targeted fan page: This is a fan page with regional restrictions. Contact us at support@socialbakers.com for further instructions.

6 How can I delete the pages that I am monitoring? This function is available only for master users. Please select the pages you want to delete and click on Actions and Delete pages. The number of sites that you can delete depends on the type of package.

7 Overview of Analytics PRO What are the main differences between Analytics PRO and Facebook Insights? Analytics PRO allows you to monitor historical data over a customized time range while Facebook Insights only allows you to see analysis for the past month. Additionally, benchmarking your page to your competitors, industry or region allows you to monitor and compare yourself to pages in which you are not the administrator. Why are some Socialbakers statistics different from the statistics provided by Facebook Insights? There are following reasons for this difference: The time zone which we are calculating the data from Facebook pages sometimes differs from the time zone used by Facebook Insights. Private data are the source for Facebook Insights. Public data are the source for Socialbakers Analytics. These data are aggregated at different time. Is it possible to access Facebook Insights for my page directly in Analytics PRO? Yes. In the main menu of your administration page is a section titled View admin stats. Once you click on Allow you will be able to see all Facebook Insights for your page in your Analytics PRO account. How can I export data from my Analytics PRO account? You can easily create Custom reports and Executive Reports with the overview of results of your social media performance compared to another page and entire industry benchmark. You will find this section in the menu on the left hand side, which is situated under the Comparison tab.

8 You can also export data into CSV form by clicking on the icon located above each graph. On the dashboard you can export the data from the full dashboard or only for selected pages. Can I access historical data before the set default date? Please contact us at support@socialbakers.com and provide your data request. The support team will respond to your request as quickly as possible. I added a Twitter profile to my dashboard but I am unable to see historical data. Why? This is a Twitter feature. We start acquiring data about a Twitter Profile at the moment the first person ever wanted to monitor it. If you are the first one to monitor that specific profile, there will only be data available since the day you added it to your dashboard. Do Socialbakers statistics include interactions from votes or polling questions? You can find in the section Posts and Post types the number of votes and polling questions. Are my colleagues seeing all the same data and graphs as myself? Yes. Every user with access to your Analytics PRO account will see the same data and graphs. The only exception is that labels in the dashboard are user specific. Can we monitor the statistics of any page that is listed in our global statistics section on socialbakers.com? Yes. You can monitor any page that is listed in our global statistics section by adding it to your Analytics PRO dashboard.

9 Why is the number of fans for regional pages in Socialbakers statistics different from the number of fans displayed on their Facebook fan page? Some Facebook pages are managed as global pages with regional versions. On particular regional Facebook fan pages is displayed the number of fans for global fan page. Which metrics should I monitor closely? Analytics PRO offers highly actionable insights to identify key influencers, track fan growth rates, and understand effective content types. One of the most important metrics to monitor is the Number of fans and fan growth Engagement rate: shows which content fans find most engaging and which content is ineffective. Response rate: shows the level of social customer care - how the page responds to fans wall posts and questions. KPI check: tracks key performance indicators for your page comparing it to another page, benchmark or customized benchmark. For more detailed tutorials and whitepapers, check out our Resource Center.

10 Comparing Pages and Benchmarking Is it possible to compare more than two pages at the same time? Currently it is only possible to compare two pages at the same time. However using labels you can create customized benchmarks. In the section Charts you can compare the performance of these pages within the customized benchmark. Using KPI check you can contrast the performance of the selected page to another page, to a benchmark or the customized benchmark. Is it possible to set that the executive and custom reports will be sent to my address? Yes you can set it in the section Custom reports or Executive reports. However, it is not possible to set automatic sending of these reports to a specific day of the month, respectively, at certain time intervals. Sample Pages Do the sample pages count as one of the pages that I am monitoring? No. The purpose of our sample pages it to better help our customers understand Analytics PRO metrics and graphs. They do not count as pages that you are choosing to monitor. I do not want to keep the sample pages on my dashboard. Can I remove them? Yes. To delete a sample page, please go to the Actions section of the dashboard and click on Delete a page.