How Social Media Monitoring Can Improve Customer Service

Way back when social media was just used for selfies and connecting with friends and family, brands and businesses relied on emails, in-store surveys and calls to get feedback from customers. Today, social media is still used for selfies but also for customer reviews.

 

When someone has a positive experience with a brand, they might occasionally share it on social media platforms. But when they have a negative experience… you best believe it will be all over social media and everyone will know about it. 

 

With all of this power, customers are able to completely shape how other people view your brand — even if they’ve never interacted with it. All it takes is someone with a decent following sharing their “horrible experience” to make potential customers question if it is worth it to give your brand a try.

 

Now, trying to keep track of what people are saying about your brand on social media can be a challenge. But by signing up for a social media monitoring service, you will be able to keep track of whether people are having more positive or negative experiences with your brand.

 

Having social media monitoring gives brands the opportunity to follow their mentions and specific hashtags on multiple social media platforms, giving them an edge. With this tool, they can always ensure that customers have a positive experience with their service. 

Click here to get all your social media monitoring needs met!

 

Want to find out more? Take a look at Social Media Monitoring: What is it

*Image courtesy of Canva