For a business, the benefits of being able to listen in on people’s thoughts are infinite. And social listening does exactly that, it gives you access to what people are saying about your brand, or your competitor, all across the internet.
Most citizens / customers resort to popular social media sites that offer users intuitive social interfaces that are easy to use. Social listening plays a pivotal role in improving service design, crisis and reputation management for organizations both in public & private sector. This is one of the key focus areas especially for governments that believe citizens’ voice needs to be heard.
For example, it may help an agency to tap into a negative sentiment arising out of a promotional video for a new government scheme and respond accordingly. In case a certain topic is repeated over a defined period, say a 300% increase in conversations in an hour, red flags should be raised and the concerned department should be notified. The need of the hour is the institutionalization of responses for effective crisis management & improved service delivery. Insights generated from such tools also aid governments to create content that resonates and builds trust with citizens.
Did you know that 30% of tweets don’t mention the company’s twitter handle? Can you imagine the valuable customer insights you are missing out on by narrowing down to just your brand mentions?
CSM, through its Social Listening tool called Sociomatic, developed a product to cut through the noise with a unique take on social listening. It helps organizations to make sure the brand stays relevant by adding social insights into the overall brand strategy by monitoring products, services, and mentions and then use those insights to make data-backed recommendations and improvements.
Sociomatic has the following components:
Sociomatic is one of the most robust social media listening tools enabling brands to be on top of customer conversations and effectively manage their online reputation & brand salience.
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your organization break the thought barriers.