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Khoros Staff

Six Steps to Intelligence Mastery: Step 1: Multichannel Search

Overview: In this series, our Product Coaching experts share the most commonly used features of our Intelligence product with real examples you can use in your day-to-day. 

Khoros Intelligence is a listening tool that can add to your overall understanding of your brand's audience, allow you to get a better idea of conversations happening across social channels and capture an understanding of what content is driving engagement for your brand and for your competitors and how you stack up.

Intelligence has a wealth of features and the possibility for customization is practically endless. With all this customization, the possibility of getting overwhelmed by everything Intelligence can do is understandable. In this series we want to speak to some best practices built through real use cases with hundreds of companies just like yours. We will walk through different areas of Intelligence and address not only the “how” but also the “why” of the platform.  

Let’s start with Multichannel Search:

Think of multichannel search as your command center in Intelligence. When you do a search in multichannel it looks across all of the social channels at once and gives you an overview.  You type a term, #hashtag, or @account in the search bar, and it pulls data from Twitter, Facebook, Instagram, and YouTube simultaneously.

 

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WHY? One of the primary use cases for multichannel is to take a quick pulse of subjects that matter, and quickly derive insight on which channels are producing the most activity, who are the top accounts sharing the subject, and what is the overall reaction across channels. From here you can determine what searches could use further investigation in the form of a channel specific search.

 

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PRO TIP: When you search in multichannel, it saves your recent history so you can easily return to previous searches.

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You can expand the channels to see some of the top posts in the time range you have selected. This, along with Top Images, Top Terms, etc. gives great insight into the context of the posts, and can be used to develop both content and response strategies.

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PRO TIP: You can use multichannel to direct you to a subject, then select “full search” to pull that search in a channel specific deep dive search.

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MORE WHY!

Another common use case is the ability to compare two topics across multiple channels. For this we use the compare button. We are able to put in two separate terms or accounts, and multichannel will give you a split-screen view of the comparison.

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*Authors note: Clearly there is no real comparison between Texas BBQ and other BBQ. 🔥

WHAT WE HAVE LEARNED:

  • Multichannel search in Intelligence is our command center that allows us to see topics across multiple social channels.
  • Multichannel search can help with content and care strategies by giving us insight into topics that are important to us.
  • Multichannel search can be used for competitive data by using the “compare” button.

ADDITIONAL RESOURCES:

  • There is a very thorough review of multichannel search in our atlas community here
  • Feel free to sign up for a 1x1 coaching session on multichannel search at no cost here
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