What will you find here:
- What is social media monitoring
- How it can boost your e-commerce: customer service, customer insights, lead generation, influencer marketing
Looking for an effective tool to boost yoru e-commerce? Well, there are numerous tools out there that can help you achieve it. Some of them are better, some are worse but there’s plenty to choose from.
One of the is social media monitoring, also known as social listening.
What’s worth noticing is that social media monitoring tools have various features that find broad application in many areas of business.
But first, let’s talk about what’s social media monitoring.
Social media monitoring collects in real time mentions of predefined keywords from all publically available sources online. Some of the sources include:
- social media platforms such as Facebook, Twitter, Instagram and more
- news sites
- discussion forums
- other sources
The keywords can be related basically to anything. Hence, social listening is so versatile. One can monitor keywords related strictly to one’s business, for example:
- company or shop name
- domain address
- product or service name
The mentions arrive in real time to a few channels. They appear in the tool’s dashboard, a Slack channel or in the inbox.
What comes of it all?
In terms of business, you basically track all conversations connected to your business which gives you plenty of advantages and opporutnities: you track unhappy customers, identify prospects, keep an eye on your competitors, monitor topics important for the development of your business and more.
Social media monitoring tools like Brand24 have plenty of features that let you effectively analyze and use mentions to your benefit. Let’s discuss them.
1. Customer Service
Thanks to a social media monitoring tool you can monitor all online conversations about your product. These days, consumers expect quick and accurate customer service. What provides them with a relatively easy access to companies is the Internet and social media.
The thing is that there are customers out there who talk about your company and product also outside the places you’re able to keep an eye on. It happens, for example, if they don’t use official handles, like in the case below:
Awesome products you'll love from Colorado Threads Clothing. This brand is amazing! https://t.co/DlvodCGyQ3
— Jessica Harlan (@ColoRADoJess_) July 8, 2016
In this case, a brand can build its awareness and social media presence by engaging and appreciating kind words.
On the other hand, here’s an example that requires immediate intervention from the company:
I can't wait for the Windstream guy to come Thursday so I can ask him why this company fucking sucks.
— Alex McCown (@Notorioustubs) July 26, 2016
Have you noticed that none these two tweets uses official handles of the companies they talk about? This is a great example where social listening finds application. With a social media monitoring tool, one gets notified the moment such a mention appears and can react immediately to straight things out.
2. Customer Insights
Using a social media monitoring tool allows you to get to know your customers better. You get to know on which platform they’re most active, who they are, how they use your product and what they think of it.
That feeling when you meet a new friend only have 24 hours to spend with her and you some how cram in a meditation class, dinner, meet her family members, go to hot yoga, and then send her off to Montreal with lunch and coffee from one of your favourite spots. Safe travels @gabrielaedrew ??????? . . . #grateful #love #openness #meditation #yoga #manduka #yogamat #coldbrew #stationcoldbrew #fuelup #lunch #postworkout #yyoga #synchronicity #kupfertandkim #vegan #veganfoodshare #instafood #torontovegans #plantbased #fresh #healthy #glutenfree #toronto #bff #friends #goodvibes
It’s a good way to collect unbiased customer feedback without being a pain in the neck – you just stand by what watch. Asking for feedback isn’t necessary.
Customer feedback is extremely valuable for the development of a product and company. Don’t underestimate it.
3. Lead Generation
Consumers are talking about your product. They just don’t know you exist. Tracking conversations connected to your product allows finding people seeking a recommendation. It’s a good opportunity to reach out to such a person with your offer.
Hmm. Our paddles are starting to look a little worn out. Can anyone recommend us some new ones to try? pic.twitter.com/g1W8wy0h59
— Battle of the Paddle (@battleotpaddle) June 10, 2016
If you sell paddles, feel free to reach out!
4. Influencer Marketing
Monitoring conversations connected to your business gives an opportunity to spot people who may become your brand ambassadors or micro-influencers.
It’s a sure way to reach a bigger audience and increase the social media reach of your brand and products. Having a micro-influencer onboard gives you the access to one’s audience.
There are always customers who are extremely happy with your product but in this case, such a person, to become your micro-influencer needs to drive a significant social media engagement. It all can be analyzed with Brand24.
If you feel like social media monitoring is something you need, you can give a try to Brand24. It’s absolutely free.
Make sure to check other reads connected to social media monitoring. Here they are:
- Who Are Micro-Influencers and How to Find Them
- The State of Social Selling Report: How to Access 44K Business Opportunities
- 2 Million Mentions Analyzed: How We Created the Top 100 Influencers Report