6 areas of your company that should be doing Social Listening

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Social media is one of the main channels of contact with customers, and social listening is becoming an increasingly necessary activity for brands to know what people think about them and identify customer needs. The information obtained is very useful not only for marketing, but also for decision-making in all areas of the company. Is your bra bolivia mobile database nd already doing Social Listening?

There are many ways to incorporate social listening into various processes. In the following article we tell you how you could incorporate it into the six main areas of a company.

1. Digital marketing
It is a valuable tool for implementing Digital Marketing strategies, thanks to all the information provided by social listening. As for social media management, it is essential to intervene in time and take advantage of a behavior, or to avoid a crisis that relates to the brand.

If someone is talking about a brand, they can step in and answer any questions or make a comment that adds value and is useful. It is also possible to detect users who regularly speak in favor of the brand and have huge audiences, which is a valuable opportunity to use them as influencers .

Social listening is very useful for identifying trends that guide you in creating content and for participating in online conversations. Audiences love it when a brand leaves its corporate tone and participates in a hashtag with a nice and creative comment.

Social Listening in your company

2. Sales
Most consumers do research online and ask for opinions before making a purchase decision. By setting the right keywords in social listening software, we can detect conversations that interest us on the web, to locate potential customers. It also allows us to know what leads a user to decide to buy a product or not.

For example, if it is a car rental company in a specific city, the keywords can be “car rental” with all its variables and the name of the city. If someone comments that they will be spending a few days in that place and need a car, then the company can intervene by offering its services and providing a good deal.

While many users appreciate a response from brands in their social media conversations, others see it as an intrusion. For this reason, you should be discreet in your interventions; you should not “jump” into the conversation unless you have something valuable to contribute. The user should feel that you are offering help and not trying to sell them something.



3. Customer service
In the digital age, customers have become accustomed to receiving immediate attention, which will largely determine their perception of a good or bad experience with the brand. A call center or raising a ticket where they have to wait to be attended to is not a good option for them.

Users have found in social media a simple and direct way to express their complaints, suggestions or compliments. Social listening allows for adequate customer service monitoring on digital channels and to address their demands in time, before a problem with the company or brand becomes more serious.