In today’s digital marketing landscape, leveraging social media for customer service has become essential. This approach, however, extends beyond simply reacting to customer complaints. It’s about integrating into the wider framework of engaging with your community across all social platforms where your presence is felt.
The key to effective response lies in the art of listening. Social listening involves delving into online dialogues about your brand, competitors, and relevant topics to gain deeper insights into your audience’s perceptions. Consider this: what’s the buzz around your latest product, your customer service efficiency, or even your brand’s new visual identity? To learn about what’s being said about your brand, below are several social listening tools for both small businesses and large corporations.
Social Listening Tools to Gain Audience Insights
- Brand 24
- Brand Mentions
- Sprout Social
- Talk Walker
It’s important to recognize that not all online mentions require direct engagement from your brand’s official channels. The primary goal of social listening isn’t always to respond but to understand and learn from these conversations.
For example, the launch of a new product or service by your company. Through social listening, you might notice a pattern of user experiences pointing to a common issue. By monitoring discussions around your product or service and brand on various social channels, you can gather valuable insights into user challenges and address them effectively. This proactive approach not only resolves issues but also demonstrates your brand’s commitment to listening and improving based on customer feedback.
BersonDeanStevens has been a recognized brand strategy and marketing leader for over 25 years. We work in partnership with you to differentiate your brand and achieve your business goals. Client list.