There are endless conversations that happen on social media platforms every day. Out of them, people also talk about the experience they had with a product. They share their suggestions on how the quality of products or services can be improved further and also make complaints when they’re disappointed.
These discussions can help businesses tie loose ends and develop infallible customer acquisition strategies. Simply put, social media monitoring can help unlock the door to success.
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Helps to deliver splendid customer service
To deliver fabulous customer service, it is imperative to listen to customers’ complaints, product feedback, queries, etc. By investing in social media monitoring services, you can easily analyse what your customers talk about your brand. As per studies, customers feel positive when they receive a reply on social media from a brand regarding their concerns. As a result, they keep their trust in the brand and continue to buy products as per their needs.
Complaints or questions mentioned on social networking sites should not be ignored because they will negatively impact the brand experience of customers. What’s more, it will trigger negative reviews, which makes things more difficult.
Now, it should be clear why you should do social media monitoring when strengthening your bond of trust with customers.
It’s important to track conversations and brand mentions on each social networking site without relying on symbols like @, #, etc. It will let you engage with customers and keep the percentage of brand detractors down.
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Lead capturing
Social media is a place where you can easily find your targeted audience and get more leads into your sales funnel. Therefore, you should invest in global business services like social media monitoring. In case you want to take the matter into your hands, make sure that you have a dedicated social media team at your office that tracks what’s being discussed about your brand and who is being tagged (potential customers).
To identify prospects, you can monitor different kinds of keywords:
- Brand keywords: The keywords related to your brand are called brand keywords. For example, company name, service name, product name, etc. Track these keywords to learn about brand mentions.
- Industry buzzwords: The keywords related to your industry are called industry keywords. Let’s say you’re into an eCommerce business, you should track keywords like online sales, eCommerce products, eCommerce, etc. These keywords help you identify quality leads.
- Location keywords: The keywords that tell about particular locations are called location keywords. For example, the best earphones in Bangalore. These keywords come in handy if you deliver your products to limited locations.
Besides keywords, track hashtags and keep a close eye on your competitor’s brand page to gain more crucial insights.
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Identifies the right influencers
Another fact that sheds light on the importance of social media monitoring is that it helps you identify the right and best influencers with whom you can collaborate to promote your offerings effectively.
There are so many influencers present on social media, but not everyone can promote your brand because they may belong to a specific industry. For example, smartphone companies collaborate with tech influencers instead of all others. The reason is that such influencers have a specific audience who can buy promoted yet relatable products.
With the help of social media monitoring, you can easily understand which influencer’s content is garnering more views, comments, etc. Basically, you should be judging influencers according to engagement level.
It is worth noting that there are many influencers who have a large number of followers, but their content often fails to make the expected impact. On the contrary, influencers with fewer subscribers manage to take social media platforms by storm. To verify this, you can simply visit YouTube and look for influencers that belong to a specific genre. You are likely to come across some videos that have gained more views, irrespective of subscriber count.
Actually, it’s all about the style and uniqueness that an influencer puts in to convey the message to the audience.
Wrapping Up
Knowing your customers’ pulse is extremely important to keep your business growing. At present, there’s only one place where customers are so vocal about their opinion, and that is social media platforms. Therefore, it is imperative to keep a close eye on social media activities related to your brand,
With the help of this blog, we have tried to explain why social media monitoring has become so crucial these days. It helps you bring quality leads into the sales funnel, ensure high customer engagement, drive positive reviews, turn loyal customers into brand advocates, and much more.
Of course, you can do it in-house or take the help of a reputed third-party company’s experts. Renowned outsourcing companies offer pocket-friendly social media monitoring, 3D modelling services, and much more.
We hope that you’ve understood everything that has been covered in this blog and are looking forward to receiving your comments.