Release Notes 2024

View Sentiment and Interaction History: Easily track the sentiment of users' interactions and their history within the platform.

Track Number of Messages from Specific User: Quickly identify the volume of messages from a particular user, aiding in understanding their engagement level.

Navigate Between Public Comments, Private Messages, and Mentions: Seamlessly switch between different types of interactions from a single user, including public comments, private messages, and mentions.

Identify Positive or Negative User Sentiment: Gain insights into whether a user's interactions lean towards positive or negative sentiment, helping in assessing their overall satisfaction or dissatisfaction.

Enhanced Customer Experience Management: Empower CX teams to efficiently manage customer interactions by providing valuable context, such as previous complaints, private messages, or mentions from users.

Track User Journey: Monitor the user journey progression from initial comments to potential conversion and advocacy, enabling a comprehensive understanding of customer engagement and loyalty.

Performance Monitoring: Track agent performance by analyzing response times and engagement levels through the summary report, enabling you to ensure efficient customer support operations.

Insightful Analytics: Gain valuable insights into agent productivity and workload distribution by accessing summary reports detailing hidden, archived, and replied-to comments per agent.

Quality Assurance: Evaluate response quality and adherence to guidelines by reviewing all messages replied to by agents in the detailed report, facilitating targeted feedback and training opportunities.

Resource Optimization: Optimize workforce allocation and resource planning based on insights from both reports, ensuring that agents are effectively distributed to meet customer demand while maintaining service quality.

Regional/Local Access Control: Admins can assign permissions to regional or local teams, restricting access to assets based on geographic location. This ensures that teams only have access to the assets relevant to their respective regions, enhancing security and organization.

Client-Specific Access: Admins can grant access to assets for specific client accounts, limiting access to only the designated account managers or agencies associated with those clients. This ensures that sensitive client assets are securely managed and accessible only to authorized personnel, maintaining confidentiality and privacy.

Efficient Customer Support Handling: Employ a dedicated customer support handle to address customer complaints or issues posted on the main brand profile. This ensures that customer concerns are promptly addressed without causing them to be prominently featured on the main profile feed, thus maintaining its aesthetic and preventing potential negative impact.

Maintaining Brand Consistency: Enable users to upload custom cover images for IG Reels to ensure consistency and coherence with their brand's visual identity, thereby preserving the overall aesthetic of their Instagram grid and reinforcing brand recognition.

Workload Distribution: The new assign to me button streamlines workload distribution by allowing agents to easily claim up to 25 unassigned messages from the queue with a single click. This feature aids in efficient allocation of tasks, ensuring that messages in the "to review" state are promptly attended to, thereby enhancing overall productivity and responsiveness.

Preventing Inbox Collision: With the new assign to me button and "Assigned to me" tab, the risk of inbox collision is significantly reduced. Agents can quickly claim and manage messages assigned specifically to them, minimizing the chance of multiple agents inadvertently working on the same task simultaneously.

Enhanced Contextual Understanding: The introduction of post previews for the comments inbox allows users to seamlessly view the content of each post alongside its associated comments.

Streamlining Campaign Analysis: Users can leverage Post Tags to streamline the analysis of organic campaigns. By tagging posts with campaign-specific identifiers, users can easily filter and view analytics for multiple posts that were part of the same campaign. This simplifies the process of tracking campaign performance metrics, such as sentiment, engagement rates, and reactions, allowing users to derive actionable insights and optimize their content strategy accordingly.

Streamlined Workflow: Users will experience increased efficiency and productivity as they no longer need to switch between multiple inboxes to moderate and engage with their audience. With all tasks consolidated into one inbox, users can focus their efforts on effectively managing their social media interactions without the hassle of navigating between different platforms.

Effortless Post Discovery: Users can quickly find posts by searching for keywords present in post captions, eliminating the need to retrieve post IDs or URLs. This streamlines post management and ensures easy access to relevant content for comment moderation and analysis.

Enhanced Insights and Campaign Evaluation: By locating posts based on specific caption words, users can gather comprehensive insights into campaign performance and audience sentiment. For example, users can track the launch of a summer collection by searching for the caption keyword "summer" and analyzing comments across related posts. This allows for a deeper understanding of how the campaign resonated with the audience and enables informed decision-making for future marketing strategies.

Enhanced Engagement: Users can effectively acknowledge and appreciate their audience's feedback promptly, especially for comments that don't necessarily need a reply.

#1: Transform all mentions of "I love [competitor brand]" to negative sentiment

#2: Transform certain mentions that would usually be neutral to positive sentiment (for example: "[Name of the person in the photo] >>>")

#1 - Automatically tag all comments mentioning a specific product for comparative analysis.

#2 - Automatically tag messages mentioning sensitive recurrent topics (e.g. 'animal testing', 'eco-friendly', etc.) to track interest easily

#3 - Automatically tag all messages mentioning "customer service", "CS" or "customer support" to help with routing

Organization, Searchability, and Efficiency: Automatically adding tags streamlines the organization of incoming messages, making them easily searchable based on specific criteria. This enhances efficiency by enabling users to quickly locate and prioritize messages relevant to their workflows.

Streamlined Collaboration: Automatic tagging facilitates streamlined collaboration by ensuring team members can easily identify messages requiring their attention or expertise. This promotes efficient communication and task allocation within teams, leading to improved productivity.

Data Analysis, Reporting, and Trend Tracking: Automatically tagged messages provide valuable metadata for data analysis, reporting, and trend tracking. Users can analyze trends, track performance metrics, and gain insights into customer behavior based on tagged messages, facilitating informed decision-making and strategy development.

#1 - Automatically archive all content creator collaboration requests based on common keywords (if you're not accepting new collaborations)

#2 - Automatically archive all messages, including common keywords from bots or spammers

Decluttering and Organization: Automatically archiving messages helps declutter the inbox by swiftly moving irrelevant or resolved messages out of the active workspace. This enhances organization and improves workflow efficiency by keeping the inbox focused on current tasks and priorities.
​

An extra layer of protection for brand reputation: This feature allows users to specify particular keywords that, when detected in comments, trigger automatic hiding. We recommend using these rules with caution, as keyword blocking is a blunt tool that doesn't take context into consideration as BrandBastion's AI-powered moderation does.

Content Planning: Users can schedule tweets to align with their marketing calendar, ensuring that promotions, announcements, and regular updates are published at optimal times.

Reputation Management: Users can monitor new reviews and respond to them in a timely manner, addressing both positive and negative feedback to enhance their online reputation.

Customer Insights: Users can gain valuable insights from customer reviews, helping to identify common issues or praise points that can guide business improvements.

Engagement Improvement: Users can engage with reviewers, thanking them for positive feedback or offering solutions to those with concerns, thereby fostering a better relationship with their customer base.

Influencer Collaboration: Users will be able to tag influencers and collaborators in their posts, fostering partnerships and increasing post visibility.

Brand Engagement: Users can tag brands related to their content, encouraging interactions and potential reposts from those brands.

Community Building: Users can tag community members or event participants, creating a sense of connection and involvement around the post.

Influencer Partnerships: Users can co-create posts with influencers, leveraging their reach and influence for greater engagement.

Joint Announcements: Users can coordinate with partners or other businesses to make joint announcements, creating a unified and impactful message.

E-commerce Integration: Users will be able to tag their products in posts, making it easy for followers to shop directly from the Instagram feed.

Product Launches: Users can highlight new products by tagging them in posts, creating immediate shopping opportunities for followers.

Local Business Promotion: Users will be able to tag their business location in posts, attracting local customers and boosting foot traffic.

Event Announcements: Users can add event locations to their posts, making it easier for attendees to find and share event details.

Targeted Engagement: By tagging locations, users can connect with local audiences and increase the visibility of their posts in specific geographic areas.

Reputation Management: Users will be able to track new Trustpilot reviews and respond promptly, addressing customer feedback to enhance their online presence.

Customer Insights: Users can analyze Trustpilot reviews to identify trends and areas for improvement, using this feedback to refine their products and services.

Engagement Improvement: Users can engage with reviewers on Trustpilot, thanking them for positive reviews or resolving issues raised in negative reviews, thereby improving customer relationships and loyalty.
​

Customer Engagement: Respond to positive or negative reviews in real-time to enhance brand trust and customer satisfaction.

Reputation Management: Stay on top of public feedback and ensure your brand image is properly maintained.

Review Tracking: Easily monitor review trends and sentiment over time to inform business strategies.

Campaign Planning: Pre-schedule video content during critical campaign periods like product launches or seasonal promotions.

Time Zone Optimization: Publish videos at the most effective times for global audiences, regardless of your location.

Customer Support: Respond to customer queries or concerns in real-time through private messages, providing direct assistance.

Influencer Communication: Manage collaborations and partnership discussions with influencers through X DMs.

Transparency: Get a live view of all the actions BrandBastion has taken on your behalf, including moderation and engagement.

🔍 Brand Hashtags: Track brand-specific hashtags like #BrandName to understand how customers perceive and discuss your brand, even when they don’t tag you directly.

📦 Product Hashtags: Follow product-related hashtags like #ProductName to monitor feedback on individual products, gain insights into product popularity, and identify loyal users or advocates.

🎉 Campaign Hashtags: Measure the success of campaigns, contests, or seasonal promotions through campaign hashtags like #CampaignName. Track participation, engagement, and user-generated content to optimize future campaigns.

🌐 Industry and Trend Hashtags: Stay on top of industry conversations and trends by following relevant hashtags. Discover emerging topics, potential advocates, and opportunities to join relevant conversations.

📈 Earned Volume and Peaks: Track the organic volume of mentions and identify spikes, helping you measure brand awareness and detect surges in activity tied to campaigns or events.

💬 Sentiment Analysis: Gain a more comprehensive view of brand sentiment by monitoring all relevant hashtags, providing valuable insights into brand reputation and customer satisfaction.

🤝 Advocate Discovery: Identify and engage with advocates using your hashtags, fostering loyalty and amplifying your brand reach.

Campaign Performance Tracking: Effortlessly filter and analyze data to assess campaign success across multiple platforms.

Trend Monitoring: Leverage social listening to track key mentions and hashtags, ensuring you're up-to-date with evolving customer sentiment.

Custom Reporting: Save personalized filters to generate reports tailored to specific campaign goals.

New Design: Enjoy a refreshed, user-friendly interface that makes data interpretation easier and more intuitive.

Download from Platform: Quickly download reports directly from the platform for offline access and sharing with stakeholders.

Scheduled Reports: Set up automated reports on a daily, weekly, or monthly basis, ensuring you never miss key updates.

Customizable Filters: Tailor reports to your specific needs by applying customizable filters, allowing for focused analysis of the metrics that matter most to your brand.

Streamline Report Sharing: Easily share comprehensive reports with stakeholders through email, improving efficiency in decision-making and reporting processes.

Enhanced Data Exploration: Access detailed reports on the platform, allowing users to dive deeper into performance metrics and trends to inform strategies.

Timely Insights: Receive regular updates via email to stay informed about key metrics and actions, ensuring brands can react swiftly to data-driven insights.

Quickly search between multiple saved filters to streamline your analysis.

Add color-coded filters to prioritize views.

Easily edit and manage filters for more efficient data management.
​

Get a clearer view of post performance with improved metrics.

Monitor net sentiment, hidden comments, and replies per post for better insight.

Use total and average metrics to assess overall content performance.

Download csv metrics for deeper analysis

Create polished reports for sharing with stakeholders.

Customize data visualizations for better presentation.

Save and share professional-looking insights quickly.

Receive quick general insights with highlights, key recommendations, and data-driven suggestions.

Manage crises effectively with real-time sentiment analysis and recommendations tailored to critical situations.

Gain strategic insights from recent comments, platform data, and industry trends to optimize your social strategy.

Identify the severity of issues quickly with risk level indicators in email alerts.

Recognize impact areas (e.g., financial, reputation) for more targeted responses.

Include custom instructions to guide teams through decision trees or crisis protocols.

Know immediately when someone tags you in an internal note.

Get notified when a new comment or message is assigned to you.

Receive alerts when a scheduled post fails to publish.

Download ready? You'll be the first to know.