We use Brand24 to find social alerts and new audiences to engage with our brand.
Between 2-3 times a day, we make sure to check in on our SM mentions and see if there are any relevant conversations going on that we can join.
We're always ready to jump into a conversation if it involves users discussing our products. Our users often take to social media to hash out the good, the bad and the ugly, and we like to be present for all of it. Whether they're experiencing problems or making cool suggestions, it's important for us to respond - reacting to their comments and making our customers feel like their needs are answered.
A good example of this is when we had a potential user on Twitter that was considering two different branding companies. We received the alert and joined the conversation, showing him what we could do for his business. Suddenly, we had another happy customer!