Why Social Listening is Important
There are a lot of reasons why social monitoring and listening is important, especially to brands or corporations. However, one of the most important benefit we should be focusing on is the fact that social monitoring and listening open up more opportunities to engage with customers or consumers online. It shows brands the importance of detecting messages relating to the brand, as well as taking appropriate action towards the message or posts whether it directly mentions the brand or not. As a brand or business it is important to engage with followers and react to messages that relate or mention you, because more often than not, those who are talking about you and following you are your existing and/or potential customers.
Order in Social Chaos
For global scale brands or even established local brands there can be so many posts or messages, sometimes it’s easy to miss a lot of important questions that need answering just because the posts did not mention your brand’s official account, sometimes even when mentions are used and your brand is tagged, it is still a challenge to identity the most important or urgent messages to prioritize first and immediately. That is why identifying and keeping track of brand-related keywords along with the sentiment within these posts is important. This part of social media monitoring and listening can help open up your brand to possibilities of new discussions, or even ideas or strategies for relevant content and customer service that seem more relatable or accessible on social platforms.
Is Your Brand Fast Enough To Respond?
Another important note when it comes to social media, especially for both brands and institutes is; time. Yes, believe it or not, in a very abstract platform, time does still matter. In this context, time being the time of response.
According to Sprout Social, people expect brands to respond to their inquiries and/or complaint within the first 4 hours. Meanwhile, by global standards, the average time of response for most brands is about 10 hours. You can see the gap there, right? Now, imagine that the complaint that a particular brand receives is from someone very influential on social media, and in a very public platform like their Twitter timeline or Instagram posts, and within the 6 hour gap there could be a lot of more negative posts and responses from others, adding up to this one single complaint. This can blow up into a disaster very quickly. Basically, social media can multiply both positive and negative sentiments by tenfold in just a matter of minutes.
How Sonar Digest Can Help You Stay In The Loop
So, don’t let social media take down your brand or institute, track brand related keywords with Sonar Platform and get notified for report summaries, updates on the important metrics in order to know exactly how your brand or topics are doing on social with one of our key features; Sonar Digest. You can receive daily summaries on all topics including your top keywords, sentiment detection, and engagement metrics directly to email or your trusted instant messaging app; WhatsApp. Alerts start at 30 minute intervals if a related keyword, account or term is mentioned across any social channel. We’ll keep you in the loop at all times!