Most businesses have several social media accounts that are used for advertising their brand. After all, almost every customer is going to have a social media account too and this is a way for them to stay updated on what you have to offer.
Would you like to keep updated on what people are saying about your brand online? Of course, it is impossible for you to see all of these things yourself. But, with social media monitoring, you can know what customers think about you and what messages are being spread online. Let’s learn a little bit more about social monitoring.
What is Social Monitoring?
First of all, let’s break down what we mean by social media monitoring or social media measurement. This is a service that is going to let any business learn and track what customers are saying about their brand. This is by looking at all content from across a range of different websites. This can include:
- Social media websites
- News websites
- Message boards
A professional company such as Ceres PR can carry out social monitoring for your business. This allows you to know what customer feedback is on your brand, as well as anything that is being said about your competitors or in your industry. This is going to save you reading through every single message, reply and review. What’s more, it allows you to see comments that you are not even tagged in and that you would normally miss.
What are the Benefits of Social Monitoring?
Now that you know what social monitoring is, you are probably wondering what you would want to do it. Well, a lot of brands are now investing in social monitoring for a number of reasons. Let’s take a look at the benefits that your business can enjoy.
See Untagged Comments
When a customer tags you in a message, image, or video, your team may see it. But, there are a lot of people that will mention your brand or business and not actively tag you in it.
This means that you are unlikely to ever see that message, whether it is good or bad. Chances are, if they are not tagging you in it, it might be bad feedback. We all know that we need to learn from negative comments from customers. With social monitoring, you are going to be able to see these comments that would otherwise go unnoticed.
Find Out About Competitors
Every business has competition. It is going to be beneficial for you to keep up with what they are doing in order to improve your brand. With social monitoring, you can see what customers are saying about your competition.
You can see what they are doing well so that you can learn from it. Alternatively, you can see complaints customers have and you can provide them with the solution. A lot of people think social monitoring is just for their own brand. But, it can reveal valuable information about your competitor that you can use too. This is going to help you grow and offer something they are not.
Deal with Problems
Perhaps your business has not been part of a negativity storm yet. But, when it happens, it can be bad. It takes just one negative experience from a customer to really damage your brand. They are going to write about it online, whether it is on a social media account and shared with friends or on a popular forum and read by thousands.
The damage that can be done can be long-lasting. But, with social monitoring, you can get ahead of this. You can respond to a customer that has had a negative experience and try to carve out a solution. This may stop them from spreading negativity about your business online.
Provide Better Customer Service
Overall, social monitoring is a great way to improve your customer service. Customers want to have their queries and questions answered. However, if you have a small team, it is easy to miss comments and issues people are having. With social monitoring, this can be a problem of the past.
You are going to be able to have your eyes and ears everywhere. This will allow you to do a lot more than you could before. Indeed, you can provide a great customer service experience and one that is going to attract positive reviews and opinions. This is the type of message you want to spread online about your brand.