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WE ARE THE LEADERS IN INTEGRATED SOCIAL MEDIA SOLUTIONS AND THIS IS WHERE WE TALK SHOP
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Recent Pluck Product Updates
One key advantage of working with top brands is the opportunity to collaborate on evolving the Pluck product to meet real market needs and power innovation. Our partners rely on our integrated community platform to support their goals of driving engagement, building advocacy and increasing conversion. They are a constant source of insight for us, helping us to understand what new and improved features are required to power successful communities. Such collaboration was at the heart of our recent 4.9 release and the result was a number of valuable, customer-driven features.
Listening Empowers Customer Response and Community Health Most of our partners place a premium on maintaining a consistent brand voice and high level of user satisfaction. As we seek ways to support these aims, product innovations invariably come about. We realized, for example, that the ability to raise awareness of certain warning signs in the community could lead to better customer response, product insight and community participation. This drove us to incorporate listening and improved moderation workflows into the Pluck platform. Building on our robust Moderation Workbench, our new listening capabilities monitor user content for terms and phrases of interest our partners have defined in the Moderation Workbench. Any matches are tracked in the Workbench’s Activity Log and can be directed to a specified moderation queue for review, whereupon moderation teams can take action on the content, contact the user or escalate to another team. New Flag Routing functionality allows for content to be flagged with specific designations and escalated to different teams. This enables certain contributions to be routed through multiple levels of review, such as legal or customer support. New audit capabilities can force moderators to provide additional detail when taking actions such as block or delete against user content. This information gets recorded to the Activity Log and provides an additional level of audit and verification. Our new listening features improve the responsiveness of everyone who touches community, including moderators and community managers to customer support teams. These featuers are also a great additional source of insight. Ultimately, better listening results in happier customers, healthier communities and higher conversion. Mobile Support Opens Up New Channels for Interaction Consumers express a growing expectation that every online interaction will have a social component. As our partners expand the options they offer consumers to connect with the brand, they look to us to help them extend their community to these new marketing channels. We’ve responded by, among other things, making it easy to integrate Pluck into our partners’ mobile experiences. With Pluck 4.9, we’re offering both mobile SDKs and out-of-the-box mobile web applications. Pluck’s robust SDK support already included access to 420+ social components through native JavaScript, .NET and Java SDKs. With this new release we’ve added three platforms, PHP, Python and Objective C. Obviously this extends Pluck’s support for custom web development. But it also enhances our native mobile application support for Android and Windows Mobile to include iOS. Utilizing the Pluck SDKs, our services team has built reference implementations for applications like Comments, Photos and Personas on the Android and iOS platforms that can provide a quick integration path for native applications. The Pluck documentation site includes sample code and reference documentation for the new SDKs. In addition to expanded mobile support for native applications through Pluck SDKs, Pluck now also contains mobile web versions of Comments, Reviews and Personas. The mobile web versions of these applications are designed with mobile form factor and performance in mind, featuring only the most critical functionality and an interface easily consumed on a mobile device. The mobile web version of each application is available as a distinct widget that can be incorporated into any mobile web template, while maintaining the existing Pluck implementation for traditional web traffic. The expansion of Pluck SDKs and mobile web integration give users more avenues to connect to the community while also introducing new opportunities for innovative interactions that increase visits and drive engagement. Activity Insight Keeps Community Users Connected 4.9 also boasts enhancements to several other Pluck applications that keep users connected to ongoing activity through search, notifications and dedicated feeds. Pluck Forums include a new advanced search interface that allows users to select forums, date range, user and type of match when searching forum discussions. Community Groups now offer users flexible options around delivery frequency and types of content for digest notifications and the option to be notified immediately on any new group contributions. Personas can optionally feature distinct tabs for specific activity feeds for comments, forums, discussions and events as well as user photo galleries and public message support. The enabled tabs, their order and the default tab for both the 1st and 3rd person views can be easily set through a new drag-and-drop interface in the CMW. These features keep activity in front of users, even when they’re not on the site, increasing awareness and driving them back into the community to participate. Return visits and strong connections produce community advocates that thrive on following ongoing interactions and adding their own contributions. The 4.9 release represents several months of work and ongoing collaboration with our partners to produce customer-driven solutions that boost engagement, build advocacy and increase conversion through integrated community experiences. The valuable insights we get from working with industry leaders continues to power innovation across the Pluck platform. If you’re a current customer, you can check out the Pluck Release Notes for more details on this and other Pluck releases. If you have any questions or feedback, please contact us!
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