Do you know that 51% of customers who had a negative consumer experience are willing to return for another product or service if they receive a personal response to their review? Timely responses to comments and questions on social media help retain customers and increase loyalty to your brand. To see all messages mentioning your brand, monitoring is necessary. We explain what it is and how to enable this feature.
What is brand monitoring
Brand monitoring is often referred to as social listening and web monitoring. This business analysis method allows you to learn what people think about you, your company, product, and service. By receiving feedback from your target audience, you can improve the quality of your service or product, outpace competitors, enhance brand reputation, and, if necessary, even save it.
How Postmypost helps monitor social networks
All private messages and comments from social networks are displayed in a unified window of the "Monitoring" section of the Postmypost service. You don't need to go into each social network, search for read and unread messages and comments, and remember whether you responded to them or not.
Simply set a filter, and conversation threads with private messages or comments will open immediately. Additionally, tags can be set up in the "Monitoring" section — for example, "Client" or "Partner." This way, you can instantly see whom you are communicating with.
Note that from the service's unified window, you can respond to messages and comments in groups and communities on VKontakte, Facebook*, and Instagram*. There's no need to enter the social network itself, as long as the account is connected to the service.
Why social media monitoring is needed
Social network monitoring has several tasks, but they are all necessary to achieve the main goal: to receive feedback and improve relationships with customers.
Feedback
64% of consumers prefer companies that provide feedback. This data is provided by HubSpot. If a customer asks a question or leaves a comment on social media and receives a response, they are more likely to return for a repeat purchase. Without a response, the customer feels unnecessary and goes to a competitor.
Handling positivity
Positive reviews help understand what customers value about the brand. Often, followers of a brand's social media account leave reviews in comments, suggest how to improve product or service quality, ask questions, and thank for solving a problem. Responses to such feedback encourage customers to write even more positive reviews, enhancing the brand's reputation.
Handling negativity
Negative reviews are normal. Most often, they are left by customers who faced issues. Such reviews should not be ignored: without a response or a solution to the problem, a buyer will not use your product or service again. Moreover, they may inadvertently start a wave of negativity. Try to find out the reason for dissatisfaction and how you can help the upset customer. This will only improve the brand's reputation.
It's a different story when a negative review is written for entertainment or mischievous motives. There's no need to respond to every minor provocation.
Postmypost monitoring allows not just being aware of what's being said about your brand. It’s an opportunity to respond to messages and comments in a single window, quickly react to customer reviews, brand mentions, maintain a positive brand image, and enhance it. The main thing is not to leave the followers of your brand's account unattended.
* The company Meta, which owns the social networks Facebook and Instagram, is recognized as an extremist organization in Russia and is banned in the country.
