Social Listening Tool | QuickMetrix

Social Listening Tool

What is Social Listening

Social listening is the practice of monitoring social media channels for mentions of your brand, competitor brands, and related keywords. Through social listening, you can track every mention of your brand on social media in real-time. This will give you valuable insights into how customers feel about your products or services, what their pain points are, and what they’d like to see from you in the future.

What’s the difference between social listening and social monitoring?

Social monitoring looks at specific brand mentions and sends alerts whenever your brand is mentioned online. It is sometimes referred to as brand monitoring. It can be useful for quickly responding to any negative sentiment or complaints, but it doesn’t give you a big-picture view of what people are saying about your brand or industry.

Social listening, on the other hand, gives you a complete overview of all online conversations related to your brand, products, industry, and competitors. This holistic approach provides valuable insights that can help you make strategic decisions about your marketing and social media strategy.

How can a social listening strategy help your business?

If you’re not using social media listening, you’re creating your business strategy with blinders on.

Real people actively talk about your brand and your industry online. It’s in your best interest to know what they have to say.

Simply put, if you care about your customers, you care about the insights you can get from social listening. Here are some of the ways social listening can benefit your business.

Understand your audience

Social media listening helps you better understand what your audience wants from your brand.

For example, an existing customer might tweet about how much they love your product. Or, you might spot a conversation where people are looking for solutions your product or service could provide.

In both cases, you can use this valuable feedback to improve your offering and make your customers happier.

Business and product intelligence

Monitoring conversations around the industry also uncovers a ton of insight about what’s working—and what’s not—for existing and potential customers.

This information is a gold mine for your customer service, product development, and marketing teams.

For example, Zappos’ social team gained some important information here to pass on to the UX team:

Crisis management

Social listening allows you to track sentiment in real-time, so you can know right away if there’s a significant change in how much people are talking about you or the mood behind what they say.