First of all we believe that it is very important to define what it means monitor.
Monitoring implies see everything that happens not only in your but also in your competition. This includes observing, analyzing and controlling the mentions or appearances that are made in , , , etc.
We tell you six reasons why it is (very) important that you carry out this task, look!
1. Listen and respond on time
As we always say, great customer service is the key to boosting sales. If you want to achieve the happiness of your buyers, you need to be alert to all their needs and claims.
The monitoring of social networks allows you, precisely, to be in the right place and at the right time. We are not only talking about the bad comments, but also the good ones. For example, if you see that someone wrote a positive opinion about one of your products in , the ideal thing is that you respond by thanking them and sharing their message.
2. Identify topics to write articles on your blog
If you go through all the comments, questions, doubts, complaints and opinions that your audience writes on social networks about your products, it is very likely that you will find many ideas to generate educational content about it.
This technique is very valuable since when a customer feels satisfied, it is very likely that share your experience with your acquaintances, spreading and promoting your brand for free On one side and on the other, guiding.
Let’s see an example: suppose you received repeated inquiries about the shipping method of your online store, then you can take advantage of that demand to write an explanatory article that clears up any doubts about the process. 🙂
3. Study your competition
Why do I have to spend energy and time studying what the other does? It’s simple, observing the competition can be very fruitful for your own company in two senses: on the one hand, it can inform you about things that are happening in your industry that you did not know about yet and, on the other hand, it allows you to know what things they are offering to differentiate themselves from you, giving you the opportunity to differentiate yourself from them. .
4. Identify good practices and improve your strategy
Observing the behavior of users on social networks will not only help you analyze the competition but also many companies in general.
Monitoring will allow you identify trends and good practices in the market, and thus be able to discover strategies that can be used to improve your business.
Imagine that you sell shoes and monitor the social accounts of a brand that sells women’s clothing. Suddenly, you discover that he is implementing a good customer loyalty strategy and that it is paying off! In that case, the information will add value because you will be able to think of a similar idea for your business.
5. Handle crises early
By being aware of everything that users say about your brand, you will be able to solve problems at the right time.
A complaint, if not taken on time, can grow. The client can become more and more annoyed and make the entire circle of his acquaintances aware of his displeasure. At the end of the day, that is the magic of the, right? Share everything we think.
Use the viralizing effect of these social networks in a positive way, that is, make your customers happy and share satisfactory experiences with their acquaintances and, above all, avoid the transmission of bad feelings towards your brand.
Let’s look at an example of this possible situation: imagine you are monitoring what is being talked about your brand on Instagram and you discover that a customer wrote ‘Disappointed with the XXX store, the product arrived faulty’.
The best you can do in that case is contact him personally and offer him all the possible solutions to his problem (a product change, a discount coupon on the next purchase, etc.). In this way, you will take care of their satisfaction and it is possible that they will delete that negative comment on Instagram or, at least, rectify it.
6. I discovered people of great influence (influencers)
Last but not least, controlling social networks will give you the possibility to identify, that is, people who exert great influence over others in the world of social media.
If you manage to find this type of person, it is very important that you keep them happy and satisfied since they will be the ones who will later speak well of your brand to their extensive social circle.
At this point, it is important that you have a strategic mind and attack the points where you know you will generate a high impact with little effort.
For example, if you detect that a person makes a comment about your brand on Facebook and you see that they have many followers of their account, take care of meeting their needs and expectations so that everything they say afterwards is positive and impact the opinion of your followers.
Social media monitoring tools
On the internet you will find different tools to monitor your networks. Here we tell you which are two of the most important that also offer free versions. 🙂
This tool allows you to monitor your social media accounts no need to download since it is a web application and you only need to create a personal or business account.
Among the networks that can be managed are , Twitter and .
The free version allows you to manage different social profiles, schedule posts at the date and time that suits you best, shorten URLs in the messages you post, get basic Facebook statistics, etc.
This tool allows you explore and visualize in real time the influence of your brand on social networks or configure alerts to receive that information by mail (similar to ).
social mention It also allows you to evaluate data from Instagram, Twitter, LinkedIn, etc. and see what are the most used keywords to find your brand.
In addition, it shows the hashtags associated with your brand, the users who mention you and the sources of the mentions.
In short, this tool measures the influence of your brand using four parameters:
- Strength: is the probability that your brand is being discussed in social media. It is calculated by dividing the mentions of your brand in the last 24 hours by the total number of possible mentions.
- Feeling: is the average number of positive and negative mentions.
- Passion: is a parameter that measures the probability that people who talk about your brand will do so again. The larger group of influencers, the higher passion score.
- Scope: is the number of unique authors who refer to your brand divided by the total number of mentions.
We hope that this article has been useful to you and that you start take advantage of all these online tools.
Remember that if you still don’t have your online store, you can, we give you a 30-day free trial!
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