Social listening: Are you doing it right?

Social listening: Are you doing it right?

December 3, 2014

Social-listening-Are-you-doing-it-right--Open-Access-BPO-
Philippine call center blogs, trusted customer support resources, and us here in Open Access BPO have been talking about how social media makes customer service proactive by allowing businesses to monitor or rather “listen” to what the public thinks about their brands. But are you really listening?

Social listening, the process of tracking market activity on the Internet, helps brands know what is being said about their product and how well it is received by their target audience. It’s called “social listening” for a reason: social networks and apps are the popular tools you can use to pulse conversations. However, some limit themselves to Facebook searches and Twitter hashtags when there are many other virtually free tools that can give richer insights and deeper analysis. Others gather too much data but don’t know what to do with the information, so they end up with mere statistics instead of actionable plans. How should social listening really be done?

Searching and responding

Social-listening-Are-you-doing-it-right

There’s nothing wrong with using Facebook and Twitter to listen to posts. These massive networks are not just easy to use; these are also where a massive number of customers vent out about poor service or rave about great ones. This is why they double as great avenues for customer service.

Social listening, however, doesn’t stop at keeping a record of the complaints you receive online. In fact, you shouldn’t merely wait for people to report issues; you have to find them yourself. From blog entries and comments to comprehensive reviews and star ratings, social media activities that aren’t complaints can hint satisfaction or otherwise. And when you spot posts that need attention, an answer should immediately be given, preferably in a more private platform like the phone.

Using the right tools

Market conversations don’t happen exclusively on social networks, so listening should, of course, be done beyond social realms. There is an ideal tracker for every type of site or content you follow. All you have to do is choose which to utilize and make the most out of these tools.

•     If you want to know if a website is talking about you, then go for Google Alerts. It’s also a good way of getting automated feedback about queries or topics you like to stay updated about.

•     Icerocket, on the other hand, rummages through blogs but can also capture activities on social networking and image-sharing sites.

•     Like Icerocket, Social Mention collects data from multiple platforms, including basic analytics that help you determine which among the sources is active and tell whether a sentiment about your brand is positive or negative.

Just like keeping your house clean, doing small, daily tasks can keep a major brand image rescue from happening within your online fence. Take time to check what’s being said about you and make the appropriate response before it’s too late to save face.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO10 hours ago
Planning to set up your own team of #CallCenter agents? Get familiar with these 5 key #hiring strategies before outsourcing your business needs to a #BPO company: https://zcu.io/FHNE

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO3 days ago
How can you cultivate #inclusivity in a diverse workplace—or any workplace, for that matter? Listen, then learn.

When we practice active open-mindedness, we can find common ground despite our differing cultures, languages, ages, races, genders and abilities. We learn to overcome the unconscious bias often deep-rooted in our values and transform these differences into strengths.

#WeSpeakYourLanguage #OACelebratesDiversity #GlobalDiversityAwarenessMonth
Open Access BPO
Open Access BPO4 days ago
User-generated content may provide marketing opportunities, but they can also affect your #brand reputation. Amp up your #ContentMarketing strategy while ensuring those content submissions comply to ownership policies with an expert #ContentModeration team: https://zcu.io/5Arf

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO5 days ago
Looking for a #ContentModeration solutions provider? Check out these different moderation options before tapping an expert to manage your website or community forum: https://zcu.io/rIx0

#WeSpeakYourLanguage #Outsourcing
Open Access BPO
Open Access BPO5 days ago
A Microsoft study revealed that 21% of customers hate having to contact brands over and over regarding the same concern. Follow these 8 #CustomerService tips to reduce repeat complaints! https://zcu.io/dGT5

#WeSpeakYourLanguage #CustomerSatisfaction #CustServ
Open Access BPO
Open Access BPO6 days ago
There are two types of #CallCenter agents for businesses looking to outsource: the #generalist and the #specialist. Get a closer look at their strengths to determine which type can help you deliver superior multilingual #TechSupport: https://zcu.io/ckQi

#WeSpeakYourLanguage