ServiceTick’s Social Media Monitor is an easy to use tool that constantly monitors customer comment and feedback for your brand across the social web. The Social Media Monitor lets you listen and respond to individual comments as well as aggregate and analyse overall feedback.
Listen and respond
You can use the Social Media Monitor to track one or more keywords associated with your own brand.
Keywords can be tracked across different languages to provide a truly global view of all the social comments being created.
Customer activity can be tracked in real-time through our web-based reporting console. You can easily respond to any customer comment by linking your Twitter or Facebook account with the Social Media Monitor.
Alerts can be set-up so you get an email whenever new customer comments are created that match your keywords.
Individual customer comments can be classified using self-defined tags. This lets you organise customer comments into groups that makes sense for your own reporting objectives.
You can also create tasks related to specific comments that prompt you to take further action.
Track conversations across multiple platforms
The Social Media Monitor can be used to track customer conversations in real-time across a number of social media platforms including:
- Social Networks:
- Facebook public pages
- Twitter
- Google Buzz
- MySpace public pages
- Link Sharing sites:
- Digg
- Friendfeed
- Yahoo Buzz
- Reddit
- Hacker News
- Stumple Upon
- Mixx
- Delicious
- Blogs
- Wordpress
- Blogger
- Typepad
- RSS Enabled Blogs
- Disqus
- Media Web sites
- YouTube
- Flickr
- Vimeo
- Picasa.
You can also use the Social Media Monitor to investigate historical conversations across these platforms.
Report and analyse
The Social Media Monitor provides a comprehensive set of reports that aggregate and analyse all mentions of your selected keywords.
Reporting will show you the total volume of mentions over a period of time as well as the overall trend. This lets you immediately see any sudden increase or decrease in the amount of customer comment being generated. You can also breakdown the comments by sites and services to understand which platform is the most popular for your customers.
The Social Media Monitor will automatically analyse the sentiment within each individual customer comment rating it as positive, neutral or negative. You can aggregate this information to see the overall sentiment across a date range; or, filter the reported comments to see only those expressing negative feedback.
Customer comments can be consolidated into a word cloud to show a visual, intuitive representation of the most common words used by your customers. This helps you quickly abstract and understand meaning from hundreds of different customer comments.
Compare and contrast
You can use the Social Media Monitor to compare how your brands are performing against your major competitors by simply adding keywords that are relevant to your competitors.
Our compare and contrast feature will let you create a summary comparison of your keywords against your competitors. This lets you compare your performance against your competition and assess differences in the volume of activity and overall sentiment expressed by customers.
Extract and export
The data collected by the Social Media Monitor can be extracted as a CSV file and used for further offline analysis. You can also use our reporting console to generate downloadable PDF reports.
Find out more
Please
contact us to find out more about the Social Media Monitor and to arrange a demonstration.