A Lot To Process
If you suspect a bug on the Mention platform, you should create one of these, and tag Valerie.
A backoffice L2 ticket for the Mention product.
Boolean searches follow a few basic rules: keywords aren't case-sensitive, spelling and spacing must be exact, and this rule is applied, concerning language variants.
The boolean does not auto-translate your keywords.
Mention self service plans can downgrade, but only if they move to a plan with this billing frequency.
Yearly (annual billing)
The following query is missing one of these.
( ( “garbage” OR sanitation OR “trash collection” ) AND ( “neighborhood” OR local OR “city-wide” )
Closing parentheses.
If an existing Mention customer wants to buy Agorapulse, we should hand them off with this workflow.
[AP] (Support) Sales Referral
Add this snippet next to your source_country filter in an Advanced Alert so you don't miss mentions from websites that don't provide geolocation data.
OR -has:source_country
A Mention company client has indicated they want to cancel. You should do this.
Flag the churn request to Valerie inside CS-Support-Mention.
The following query won’t work with LinkedIN or this source, when historical data is activated:
( Bear NEAR/6 (attacks OR endangered OR rogue OR "close calls"))
Twitter (X)
A client is locked out of the platform due to an outstanding invoice. We’ve agreed to pause the dunning based on the guidelines, and informed them of the unpaid invoice. We should now do this as our final step.
Message Florence Jacquet in #mention-payments-recovery with the invoice status (will pay, blocked from paying, etc.) and these details:
Renewal date (how long it has been due)
Mention Chargebee link to the invoice
MRR
Intercom ticket link
Client email
Pays by bank transfer or card
Any additional context (e.g. client refuses to pay)
If MRR > 600, tag @Valérie Paris in the ticket for awareness.
To search for the handle of a social media account, be sure you haven’t written this symbol before the handle name.
The “@” symbol (ampersand).