Your Guide to the Top 8 Social Media Monitoring Tools for CX Excellence 

Have you ever wondered what people say about your brand, products, or even your latest marketing stunts? Utilizing social media monitoring tools is the most effective method to discover discussions about your brand, competitors, industry trends, pandemic response, or new mascot.  

In essence, social media monitoring tools collect and provide audience and competitive insights for brands who wish to stay in the loop and understand public opinion. This blog post will explore the best social media monitoring tools available. 

Defining Social Media Monitoring 

Social media monitoring is a brand’s method of delivering customer support through various social platforms. This involves customer care agents monitoring the company’s social media channels like Twitter, Facebook, LinkedIn, and Instagram. Their role is to engage with and respond to customer posts and comments promptly. 

Moreover, social media monitoring allows businesses to keep a close eye on mentions, even when customers do not use a designated hashtag, as only some consumers may discuss your company without directly referencing its name. By tracking such references, businesses can proactively address customer concerns before they escalate to the customer helpline or become the next viral topic on Twitter. 

Insight into Top 8 Social Media Monitoring Tools  

Here is the list of the top 8 social media monitoring tools to make your task faster and easier. Let’s dive in.  

1. Reputology 
   • Focus: Reputation Management 
   • Key Features: Specializes in managing and monitoring online reviews across various platforms. Reputology helps businesses track and respond to customer feedback and reviews, maintaining a positive online reputation. 
     
2. Brandwatch 
   • Focus: Social Media Analytics 
   • Key Features: It offers comprehensive social media analytics and monitoring. Brandwatch provides insights into brand mentions, sentiment analysis, and competitor tracking. It caters to businesses aiming to understand their online presence and consumer perceptions. 

3. Oktopost 
   • Focus: B2B Social Media Management 
   • Key Features: Primarily designed for B2B marketers, Oktopost focuses on social media management, employee advocacy, and social listening. It enables businesses to manage and measure the impact of their social media campaigns. 
     
4. Hootsuite
   • Focus: Social Media Management 
   • Key Features: Widely recognized for its social media management capabilities, Hootsuite allows users to schedule posts, monitor multiple social media platforms, and engage with their audience. It’s a versatile tool for streamlining social media tasks. 
     
5. Sprout Social
   • Focus: All-in-One Social Media Management 
   • Key Features: Offers a comprehensive suite for social media management, engagement, and analytics. Sprout Social helps businesses schedule posts, monitor brand mentions, and analyze social media performance to enhance their online presence. 
     
6. Talkwalker
   • Focus: Social Listening and Analytics 
   • Key Features: Specializes in social listening and analytics. Talkwalker provides insights into brand mentions, social trends, and sentiment analysis. It’s a valuable tool for understanding audience perceptions and industry conversations. 
     
7. Snaptrends
   • Focus: Location-Based Social Media Monitoring 
   • Key Features: Specializes in location-based social media monitoring. Snaptrends allows users to track social media content based on geographic locations, making it useful for businesses with localized marketing strategies. 
     
8. Crimson Hexagon
   • Focus: Social Data Analysis 
   • Key Features: Focuses on social data analysis and provides insights into consumer behavior and trends. Crimson Hexagon uses AI to analyze social data, helping businesses make data-driven decisions and understand their audience better. 

The Key Elements Brands Monitor Using Social Media Monitoring 

Here are key social media metrics that you should monitor closely: 

1. Branded terms and brand mentions: Keep track of all instances where your brand is mentioned on social media, whether through tags or untagged references. This ensures comprehensive awareness of your brand’s presence in online conversations. 

2. Customer sentiment: Understanding whether customers express satisfaction or dissatisfaction with your brand provides valuable insights into public perception. 

3. Reviews: Leverage social media monitoring to track discussions about your company on native review platforms like Facebook, Yelp, and Google. This empowers you to address negative feedback directly and express gratitude for positive reviews . 

4. Hashtags: Tracking hashtags lets you grasp your target audience’s perceptions of your company and competitors. 

5. Competition: Use social media monitoring to understand how people discuss your competitors and observe how competitors engage with their customer base.  

Steps to Build a Successful Social Media Monitoring Strategy 

Building a social media monitoring strategy involves executing these five key steps: 

1. Select the Appropriate Social Media Platforms: Concentrate your efforts on the most relevant social media platforms. While many users express their opinions on Facebook and Twitter, the choice of platforms may vary based on your industry. Monitoring platforms like Reddit, Yelp, Instagram, or Pinterest could be crucial for gathering customer reviews. 

2. Identify Trending Posts for Monitoring: Track brand mentions for your products, competitors, and industry-related news. 

3. Determine Keywords and Users to Follow: Beyond monitoring trends, focus on tracking essential keywords to understand the ongoing conversations among your users. Follow industry influencers and users who frequently discuss your brand. 

4. Categorize Posts Based on Significance: Not all posts are equally important. Assess the sentiment behind each customer comment to distinguish the crucial from the insignificant.  AI-based tools can enhance efficiency by automating categorizing posts based on sentiments, thus optimizing your return on investment. 
   
5. Continuously Enhance Your Monitoring Strategy: Regular monitoring is the key to identifying relevant keywords and trends. Embrace AI-powered social media management tools to protect your brand’s reputation. Integrated AI bots and conversation suggestions can support your social media managers in refining and advancing your monitoring strategy over time. 

Conclusion  

The power of social media monitoring tools is indispensable for achieving excellent customer experience. By strategically using social media monitoring tools, businesses can actively listen to their audience, understand sentiments, and respond promptly. Whether managing online reputation, conducting in-depth social analytics, or localizing monitoring efforts, each tool elevates CX standards. 

WRITTEN BY

Anjali Goyal

Anjali Goyal is a content writer at TechEela. She helps businesses increase their online presence with optimized and engaging content. Her service includes blog writing, technical writing, and digital marketing.

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