{"id":10561,"date":"2019-06-26T09:34:53","date_gmt":"2019-06-26T13:34:53","guid":{"rendered":"https:\/\/referralrock.com\/blog\/?p=10561"},"modified":"2024-02-21T14:51:56","modified_gmt":"2024-02-21T19:51:56","slug":"social-listening-and-customer-service","status":"publish","type":"post","link":"https:\/\/referralrock.com\/blog\/social-listening-and-customer-service\/","title":{"rendered":"A 7-Step Guide For Combining Social Listening and Customer Service"},"content":{"rendered":"

A study by Deloitte found that while\u00a080% of survey respondents<\/a>\u00a0said they provided superior customer service, customers perceived only 8% of them actually providing superior service. What\u2019s going on that\u2019s causing such a huge disparity between what companies believe and how customers perceive?<\/p>\n

According to Deloitte, the answer is a lack of listening to customers. In the age of social media and online customer support, the problem has grown, but a huge opportunity exists to fix it.<\/p>\n

Why you should care about social listening<\/h2>\n

Social listening<\/a> is the process of\u00a0actively monitoring mentions\u00a0of your company, brand, industry, or products online. This applies to mentions through all digital avenues, not just social media.<\/p>\n

Your customers are constantly giving valuable insight that can help you improve their experience.<\/p>\n

By listening to what\u2019s being said, keeping up with the conversation with social listening tools<\/a>, and tracking important customer metrics, you can develop a more complete customer service experience<\/a>. Social listening leads you to a wealth of data directly from the customers themselves.<\/p>\n

1. Choose your targets<\/h2>\n

Monitor where it matters to you. Look for the platforms that have the largest chunks of your customers and start there. If you have limited resources, stick to only a few platforms and expand only when possible. You\u2019ll be able to see the benefits of even a limited social listening campaign<\/a>.<\/p>\n

2. Set yourself up for success<\/h2>\n

It would be difficult to manually track every relevant keyword or tag. You can get a tool for that. The right tool will help know you when and where conversations are happening. Set up a tool to monitor important keywords and phrases while also sending you alerts when something is happening that\u2019s worth noting or responding to.<\/p>\n

3. Become more engaging<\/h2>\n

A\u00a0survey from Clutch<\/a>\u00a0revealed some telling data about customer expectations:<\/p>\n