Social Listening

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:

• Creation: Helps create the posts for the media and undergoes a workflow for approval via a creator, editor and publisher. Allows iterations and versioning.
• Scheduling: Prepares a calendar of activities/events/posts along with graphics, for multi-channel publishing on the various social media handles
• Mining: Listens and reads all mentions made in the designated social media handles, stores on servers in 10-minute intervals
• Grievance Management: AI based auto segregation & tagging comments/ replies, visitors post, mentions/ tagged posts, direct messages with the concerned department for action. . Workflow for auto escalation if not actioned in time.
• Desk Management: Track operator efficiency & load management in case of manual reading & segregation of posts
• Archiving: Creates repositories of all posts created and published in easily searchable albums by segregating into Infographics or files/folders or posts.
• Analytics: Insights on growth and reach of your mentions over time, benchmarking with competitors, sentiment of the mentions, words used alongside the keywords (e.g., brand name), social media influencers, department wise performance

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.