How Does Twitch use Brand24 to find customer's insights?

Paulina Wałczyk
May 26, 2021
12 min read


Twitch, the popular video live streaming service, relies on Brand24 to track social chatter and gain customer insights. They analyze mentions to refine their products and understand customer sentiment.

By examining the social media reach, sentiment scores, and popular posts, Twitch gains valuable insights into the conversations surrounding their brand.

The detailed mentions feature is particularly valuable as it provides a deeper understanding of the ongoing conversations.

Overall, Brand24 helps Twitch stay connected with their audience and make data-driven decisions.

1. About the client


Twitch is an American video live streaming service that focuses on video game live streaming, including broadcasts of esports competitions. In addition, it offers music broadcasts, creative content, and more recently, "in real life" streams.

2. Interview

What does Twitch use Brand24 for?

We use Brand24 primarily for social chatter tracking. We want to understand what our customers are saying after every single event and use that insights to refine our products more.


Do you remember examples of collected mentions or part of the dashboard that gives you what you need?

An example of how we would use B24 and its mention feature is something like this in our monthly report.

This month’s social media reach is 33MM (-15% MoM) with 63% positive mentions (vs. 37% negative). There were increases in the numbers of mentions on Dec 3 and Dec 11.

Some of the most popular posts in December were on TikTok, including this video of /imjunkyarddawg prepping for and participating in a Rivals event.

On the 8th, Spanish participants Tweeted excitedly about their participation in the Among Us tournament.

Most of the posts on December 11 were around the Glitch Pet and how to get it, showing the pervasive attention to custom and limited edition skins or add-ons in-game.

Another popular TikTok instructed viewers on how to get the Glitch pet on Among Us.

What is the most important KPI you get from Brand24?

Social media mention and the associated sentiment scores are the most useful KPI for us because we can at a glance understand what is going on in a given month and have the opportunity to dig deeper if needed.


What features do you find most valuable?

I found the detailed mentions to be the most valuable because I can get a better understanding on what is the current conversation around our brand.


Nice to see you scrolled all the way down here! Here at Brand24, we really enjoy hearing our customers' success stories. This assures us of the tool's utility and makes us proud that we can help you with whatever you use our tool for.

Maybe you also happen to use Brand24 in your day-to-day work and want to share your case with the world. If so, feel free to write me!

Till the next case study. Toodles!

Waleria Pagowska
Product Marketing Specialist