Social Media has evolved immensely over the past few years, with hundreds and thousands of people signing up on a daily basis. The space in fact is constantly growing and the scope for companies to extract valuable customer insights is also increasing accordingly. So, how do the companies access this valuable information? Does human monitoring work perfectly to extract all the information that a strategically designed monitoring tool can?
Whether one likes it or not, the answer is actually NO! Our human eye misses out on a lot of information, which is important to make sure your social media strategy is on the right track. It also helps in targeting your customers better and at the right time. So, what exactly do companies look for, while choosing the best social media monitoring tools?
Here’s a brief about what is required:
1. Listening
The basic step to Social Media Monitoring is listening, i.e. keeping an eye on who is talking about your brand, where and when. This helps in making sure that you do not miss out on any information that is being disseminated about your brand, whether good or bad. In fact, this also helps the customer service desk to serve better, considering the consistency and well structured display of content, that they are supposed to respond to.
However, every monitoring tool might not be able to provide this. Therefore, it is necessary that one looks for specific features, such as the number of social media platforms that the tool supports a subscription with, the kind of keywords that the tool supports, the ease of removing spam messages and content. More the number of facilities the tool provides better are the results.
2. Integration
Another important aspect is the ability of the tool to integrate with other software, for better access to contacts and information. Especially if the company is also looking at providing support through the same tool, there needs to be a proper mechanism in place, which allows integrating customer lists, contacts and profiles for reference and also easy access to answers for frequently asked questions.
3. Features and Analysis
Every tool has a pre decided set of features, which helps customizing data visualisation according to the needs of the company. This includes viewing your data according to the choice of language you prefer, region you wish to focus on, demographics you need to look at or even the sentiment around the topic of search.
This helps in reaching perfect values for analysis of big data and deriving conclusions about trending topics, industry specific researches and more.
4. Spam Filtration
One of the most important aspects of Social Media Monitoring is being able to differentiate between real and valuable content versus spam content. If this process needs to be done manually, it might take the longest time. Therefore, it is necessary to use a tool which does the same for you by removing content which does not add value to your research, which is repetitive or which might be posted by unidentified people.
5. Budget
Another important aspect which needs to be considered while hiring/buying a monitoring tool is how much does the tool cost. If, the service the tool provides is not in line with the amount you pay to use it, it might turn out to be a complete waste. Considering it is a data extraction tool, specified volumes of data is offered at a particular pre decided rate. Making sure that you are receiving the right amount of data, at the right rate is something that companies should focus on while buying a monitoring tool.
- Product
Digital Care
One platform for all your CX & support needs.
Omnichannel Support
Bring all your customer communications to one place.
Online Review Management
Monitor & respond to Location, App & eCommerce reviews.
Email Management
Manage your emails the moden way with AI
Social Media Suite
Experience social superpower with the all-in-one social suite
AI Chatbots
Automate support with AI bots across channels
Live Video Chat
Deliver moden CX and great support with 1 on 1 interactions.
Live Chat
Enable customers to connect in real time on their favorite channels.
- By Need
One-Inbox
Enable agents to monitor & respond to cross-channel communications.
Reputation Management
View reviews across all aggregator sites and understand customer sentiment.
Support Automation
Set support on auto-pilot mode across channels with intelligent bots.
Video Enabled Support
Give more connected support experiences to customers with live video calling.
Social Media Listening
Listen to customer conversations, gain a deeper understanding and make data-driven decisions.
Social Media Publishing
Streamline your content strategy, boost engagement, and maximize your online presence.
- Channels
WhatsApp
Engage customers and increase sales on WhatsApp.
Instagram
Track photo posts, sponsored posts, stories, reels, IGTV comments, mentions & more.
Google My Business
Manage multiple location Google Business Messages from one inbox in real-time.
Twitter
Respond and listen to conversations on Twitter with Simplify360
Facebook
Monitor Facebook groups & pages, post comments, mentions, conversation history and more.
- By Industry
BFSI
Empowering BFSI to deliver amazing CX.
Telecommunication
Deliver nextgen CX.
Retail & eCommerce
Make every shopping experience a great CX story.
Entertainment
Stay in the limelight with superior CX.
Others
Know how Simplify360's CX & support platform can help you deliver amazing CX.
- Pricing
- Company
About Us
Simplify360 - The Who & Why Question?
Culture & People
Meet #SimpliFam - the team that enables you deliver amazing CX.
CX Powerup Game
India's First CX Game