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Using Social Listening to Advance Customer Services in the Business Activities


Social listening is something that every company in the market that has the intention of improving customer service should not ignore. Today, every business is in the industry competing for the customers and looking for some unique ways through which it can dominate the available industry. Without the right structure in place, it will be hard for a company to continue competing effectively in a quickly changing market.

Therefore, a company can easily offer the best customer services and thereby have an upper-hand over other organizations in the same market. This can quickly be done using some of the most innovative strategies that a number of companies have been using to advance their operations in the market. Social listening can be used in the following ways to enhance customer service operations in a business.

Listening to Social Media Posts

The first area of interest that a company should incorporate social media listening is through some of the common social media platforms. These are the possible areas where customers will obviously post their opinions about the various products or services they have received from an organization. If they did not get the best products, they would highlight their challenges in such platforms.

Therefore, a company should have a comprehensive social media listening team that is constantly looking for all the post messages that have been posted on social platforms so that it can respond quickly. Most businesses make mistakes by only analyzing the leading social media platforms. This is the wrong approach as it is recommended that a company should always analyze all the possible social platforms where customers can post about a product.

Listening to Review Sites

There are very many product and company review platforms that operate in online platforms where they analyze the quality of various products and services in the market. The social listening team should pay consistent attention to the review sites because customers are also highly interested in posting about products on review sites.

Not everything is posted on various review sites is negative or has detrimental impacts on the success of the company’s products out there in the market. There is a large number of customers who post positive reviews about the products that an organization is producing. Making use of the positive reviews that have been posted on such platforms is essential in the success of an organization.

Listening to the Competitors

Another essential step in the social media listening process is listening to the competitors. Any company that wants to be ahead of the game in the competitive industry must incorporate social listening as an essential tool that pays attention to what competitors are saying about their products and services. Also, analyzing what customers are saying about competitor products is important and provides sufficient knowledge to the business’s progress.

When listening to the competitors, the aim should be to make use of the possible opportunities that have been brought by the weakness that the competitor is portraying or by learning from the competitor. If competitors are doing well in their operations, it is wise to copy their strategies. However, they are struggling. It is necessary to exploit such chances and hit hard to win the competitive battle.

How to Introduce Social Listening

When working on a social listening strategy, it will be advisable to work with NetbaseQuid, a professional organization in social media strategies. Introducing social media listening in a business is an important strategy that no company should ignore in its business activities. This is the main reason why working with experts is highly advisable because it helps generate tangible results in the operations of a company.


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