Consumers have conversations on their own time. That could be 5:00 a.m., during your all-hands meeting, or long after your lights are off for the night. Some conversations progress quickly, as if they were occurring between people who are all standing in the same room. Others develop slowly over several days, weeks, or years. To keep up with it all, you’ll need to hit the refresh button. Compulsively. And if one of your goals is to respond quickly to criticism or support inquiries, you better be on your game. (You weren’t planning on getting anything else done today, were you?)
As important as monitoring social media is, you don’t want to dump your entire marketing budget into it. The solution? Social media monitoring tools. These allow you to keep track of a list of keywords across multiple platforms, all in one place, with live updates. In fact, 83% of B2B businesses and 85% of B2C businesses agree that social media listening and monitoring tools, such as those available in Social Studio, are important for creating a cohesive customer journey.