When you’re thinking about your customer touchpoints, are you considering other ways customers may try to communicate with you or about you? Are your company or products mentioned on social media by customers having problems? While you may have the greatest customer support process in the world, it’s only good if people are actually using it to let you know about problems. Even if you’re not doing any other type of social media outreach, at the very least, monitoring for mentions of your company and products can go a long way for improving your online reputation.
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How-To: Setup Monitoring in HootSuite
A vitally important part of achieving success with social media is responding when someone does reach out to you. When you’re just starting with social media, this may seem like a pipe dream, but if you’re not watching for responses, you may miss them when they happen. As your social media presence grows, it’s equally crucial to monitor for mentions and responses so they do not become lost. I use HootSuite as my main Twitter application, which not only has monitoring, but also stats and scheduling. Here’s how to setup HootSuite to monitor Twitter for mentions, responses and keywords…
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Review: SocialSeek for Social Media Monitoring
One challenge with social media is keeping track of all the conversations and times that your name or company name is mentioned. SocialSeek provides real-time results for news, topics, brands or keywords in a specific location or anywhere from either a desktop or mobile application. Search by keyword and location, or just one or the other. Save searches and view updated results automatically every 30 minutes. SocialSeek makes it easy to keep track of what’s being said about your company and brand.
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